Hilltop Fish Fare & Steakhouse — Restaurant in Monroe

Not thorough with policies and management is extremely overbearing.

I absolutely can not rate this place low enough. My grandparents came in to book one of the large rooms for my wedding reception dinner. After doing so, they were told that they would be emailed a menu to select three items for my guests to choose from at dinner. This was no problem and I chose my three menu items. When I called Hilltop back to let them know what items I had chosen, I mentioned that every family in the party would pay separately, to which the lady on the phone replied that they do not take separate payments for big parties. I asked to speak to the manager as we were not told about this prior to making a deposit. When I finally got to speak to her I told her that no one told us this information PRIOR to them paying a NONREFUNDABLE deposit, we simply would not have booked them had we known. The manager argued that all policies are online and that my grandparents should have thought to check for policies before booking. I asked if we could please receive our deposit back because it is the staff’s responsibility to ensure that customers are aware of policies. After being asked to call back and speak with Dee Dee another day, I was hopeful and hung up the phone.

After calling multiple times and not reaching Dee Dee, I walked in to the restaurant and got the same response from her; no refund, no separate checks. She had a very rude demeanor from the beginning of the conversation and only offered a gift card in place of the refund on the deposit. I explained again that it is their responsibility to ensure that customers know that these policies exist. She replied that people assume that hotels have policies, therefore people should assume that when you book a private room in a restaurant there should be policies as well. Honestly, neither I nor my grandparents assumed there were policies as restaurants aren’t hotels. Besides, like I told Dee Dee, it is NOT the customer’s place to assume you have these policies. It is your staff’s place to make sure they’re known.

To really top the whole thing off, Dee Dee walked away in the middle of my talking to her. Mind you, I wasn’t being rude at all. I just simply wanted my money back. I took the gift card and made a suggestion that the staff from now on ensure that all customers are aware of policies. I simply could not have said it more nicely, in fact my exact words were “Just to help you guys out in the future, I really do recommend ensuring that your customers are aware of such policies”. As I was making this suggestion, Dee Dee began fussing yet again that basically I should not tell her how to do her job. As a matter of fact, she was so hostile that she made my six month old nephew cry. I have never met such overbearing staff until now. Now, to see if I can sell this gift card. Because I will absolutely...

Went to the restaurant which I am a frequent visitor I ordered the Prime Rib asked for medium and came out rear and asked for a fresh new piece and what do I get the same piece cut in the middle over cooked. The owners son “Angelo” was lecturing me about how beef is cut versus just apologizing and making excuses for his staff instead of just being courteous instead my anger and frustration I was told “ I was being ridiculous”Enough to see where I can tell that I was being talked about and his staff looking at me but of course this is a family business not about keeping a customer happy and I could not eat dinner with my wife, by that time I did not want to eat or wait who wants to go to dinner and eat alone. Trust me I won’t be back. Also, my wife went to the restroom and the staff were using the restroom with the door open and they did not wash there hands. “Beware” your food might  be contaminated from dirty hands. On that note you lost another customer and I am sure my review won’t help either. I use Yelp all the time after being a long time customer I am know a lost customer. Awful customer service lack of professionalism Angelo is more interested in planning his wedding and honeymoon then running a business and treat a customer appropriately. When you have so many choices of restaurant they should appreciate the repeat customers instead they mistreat customers People REVIEW YELP I am not the only one that complains. Save your money or go to another restaurant. You will be appreciated more with service and food. Oh by the way to the sister I am sure you will write a rebuttal to try to put the blame on the customer or justify the actions of your brother Angelo. Own up to his actions people will appreciate honesty not excuses.

10/3/2017 IT DOES NOT SURPRISE ME THAT YOU RESPONDED WITH INCONSISTENCY AS TO THE ACTUAL FACTS GOOGLE REVIEW IS FOR THE CONSUMERS TO READ REVIEWS ABOUT YOUR RESTAURANT. POSTING A RESPONSE ON EVERY REVIEW AND TRYING TO SAVE FACE YOU SHOULD OWN UP TO YOUR MISTAKES AND WORK ON CORRECTING IT AND NOT MAKING JUSTIFICATIONS FOR ANGELO RUDENESS. I AM GLAD YOUR STAFF LIKES TO EVES DROP ON MY WIFE AND MY CONVERSATION YOUR FACTS ARE THAT MY WIFE NEVER MADE THOSE STATEMENTS SO WHAT YOUR SAYING IS THAT I GO OUT TO EAT AND YOUR STAFF WILL BE LISTENING TO PRIVATE AND PERSONAL CONVERSATION AND MY WIFE NEVER SAID I WAS BEING UNREASONABLE ANGELO THE OWNER'S SON STATED THAT I WAS BEING UNREASONABLE IF YOU MAKE STATE FACTS BE ACCURATE STAY AWAY FROM THIS ESTABLISHMENT A WASTE OF MONEY YOU WILL...

EDIT since I can’t reply: I would love for you to pull camera footage and show where there was multiple employees at the front when I checked out.. as there was only the lady I spoke with and someone at the hostess stand. That is a lie. I never insinuated nothing there was good enough for me or my party.. all I said was it was not our cup of tea and didn’t look appetizing. However, your response tells everything about your business & I need to say no more. Despite the fact that I wasn’t rude at all or had no sense of a mean demeanor, you should never make excuses and throw blame on the customer. Own up to it & do better next time. Can’t wait to see how long you all last with service as such. ————————————————————— Visited this establishment today for the first time with 5 other people. It was our intention to get lunch buffet. Upon our arrival, we saw the buffet didn’t look appetizing even the slightest bit; however, we sat down & viewed the menu to attempt to give it a chance. Upon viewing it, all 6 of us realized it wasn’t our cup of tea. We asked the waitress (who was super nice, btw) for our check to pay for our drinks. As she apologized, told us to revisit, we ventured to the front to pay for our drinks. The manager asked what happened and then proceeded to say “y’all sure were here a mighty long time to decide not to eat here.” I responded with “yes, we viewed the buffet and realized it wasn’t what we wanted.” Her response was utterly disrespectful and disgusting as a manger.. “Yeah, buffet isn’t everyone’s cup of tea which is why we have a menu. We don’t sell microwaveable food like all these other establishments.”

For starters, I own multiple businesses and would never be upset for a customer willing to pay for their drinks because my menu isn’t what they have a taste for. Better yet, to bash other restaurants to make yours seem superior.

I was super disgusted by her defensiveness over her restaurant as nothing negative was even said by myself or my party except that the buffet didn’t look appetizing. I don’t want to bash this business at all, but I would really recommend putting managers into an intense customer service training to learn how to deal with specific customer...