Petra Bakery And Restaurant — Restaurant in Madison

This is intended more as feedback than a review. Unfortunately, I did not have a chance to try the food because the host service was absolutely terrible. There were two couples (independent parties) ahead of me when I walked in. It was clearly visible to everyone in line that there were multiple open tables and booths. As we all stood there waiting for some sort of acknowledgement from the employees, it was unclear whether you had to wait to be seated or whether you could just go ahead and sit yourself at an open spot. Finally after about 10 minutes one of the employees walked over and informed everyone standing in line that it would be another 20-25 minute wait. Again, sort of baffling given that there were multiple open tables and booths. I realize they may have been understaffed and overwhelmed, but in general, patrons would prefer to be seated and perusing a menu while waiting than to just stand there in confusion.

The people ahead of me were seated after a few minutes. I was then the next person in line to be seated. While I waited patiently (close to 30 mins since I’d arrived). A few more people came in and were waiting in line behind me. The host finally came up to me and asked if I was dining alone, to which I replied yes. He then went over and spoke to someone else and walked back with three menus in hand. Turns out, he was skipping me and a couple of ladies behind me to accommodate the group of three who was last in line and had just arrived 5 minutes prior. It was at this point that I decided to walk out and look for another place to eat.

I try to be rational and give people the benefit of the doubt but this is truly ludicrous behavior. I certainly do not demand to occupy a booth all to myself, especially if there are bigger parties behind me. However, there are a couple of things the host should have taken into account. 1) I had been waiting there for almost half an hour. Again, I understand there were bigger parties behind me, but waiting there for 30 mins should at least give a customer a little more priority over a group who just walked in. 2) Perhaps the most important point to this scenario is that there were multiple spots open, including the bar. I’m not asking to be put at a booth or a table for four. Just sit me somewhere where I can drink a glass of water while I look at a menu.

Ultimately, it doesn’t matter how good your food is, please make it a priority to treat all customers (whether a single person or a party of 10) with fairness...

My husband made a reservation tonight for our wedding anniversary. We had a short window where our kids had a babysitter. We arrived about ten minutes late but then were ignored for nearly 30:minutes. Horrible service. We saw other tables also not being served so we left. The staff was preoccupied with seating a large 10 or 12 top, even asking a two top booth to move to accommodate the larger party. How rude!

Update - My reply to the Owner's Comment

Are you thinking of a different table? We didn't even have the chance to tell anyone that we were on a tight timeline.

My google maps location tracking time data does NOT match your security camera footage...

We were seated right away with menus, then ignored. No one spoke to us once we were seated. No one checked back in with us. My husband told the host as he walked by (after we were seated and weren't served right away) that we were a reservation, and the reply was a nod. We took a long time deciding what we wanted, but then settled. And waited...

After that, we started looking around. There was a nearby two top that arrived before us and hadn't been served, and a larger 6 top that had their menus when we arrived (and still had them when we left.) I saw a table that had plates waving for service. After waiting a little bit longer, we realized that there was no way we were going to get good service at any point that evening, or be back in time for the baby's bedtime if we stayed at Petra's.

I worked as a server/restaurant manager for 9 years. I know what good and bad service is. You were short staffed. I only saw one person working the floor and then two more people come help while arranging for the larger 10-12 top. The restaurant had most of its tables full.

Apologizing sincerely for mistakes made (being short-staffed with slow service) is the way to earn back business. Instead, the reply you published is defensive, untruthful, and invalidating genuine concerns, which makes the apology inauthentic. How...

Would like to start by saying food is not bad, but service and placing pickup orders is horrible. I thought this was a one time occurrence and I never want to criticize a fellow Muslim business but I’ve had multiple instances of NO ANSWER or extremely frustrating calls going straight to voicemail.

My first instance was calling and it wouldn’t even ring, I called probably 20 times and then decided to just drive 30 minutes to the restaurant. I called during my drive and when I was 2 minutes away, someone picked up and after taking half my order asked me to hold on, at which point I literally arrived to the store and I told him I can just walk in and order, he said it’s fine just tell him the order. So I did, then waited 30 minutes at the parking lot and then drove home 30 mins. When I finally had him on the phone I asked what’s going on and he finally said that they’re super busy.

Today I called so many times and same nonsense. Finally picked up, he took my order, asked him what the total $ was so I can bring cash and he said he doesn’t know, I heard him ask a woman how much a shawarma bowl is and how much a large hummus is, and he told me the individual prices. I told him I know that and wanted total with tax so I can bring cash and he said he doesn’t know, and said “she will help you” and there I waited for 5 minutes, hearing her help other customers. Then I just hung up and called a few more times. Nothing.

Went home. Save your time and money. Would rather have 7/10 food but 9/10 responsive staff and phone lines. I travelled the world and went to MANY low demographic places that have perfect prompt service. It’s 2025, not only are you losing new business, but existing business with...