First Watch — Restaurant in Murfreesboro

This morning around 10:20AM my girlfriend and I were having breakfast here. My girlfriend unfortunately can't consume gluten. (Past injury, long hospital stay, caused GI damage, now she can't eat a lot of things, Gluten among them)

I remain unsure of where in the operation of this particular restaurant things didn't come together.. The server may not have rang in gluten free toast, maybe the kitchen just made a mistake, or maybe whoever was on expo that sent the other server to run our food just didn't notice..

Any of which are innocent enough; things happen, nobody is perfect, and generally speaking if the response to this situation is anything to the tune of "My bad, sorry, we made a mistake"...... That's good enough for us. Maybe swap the item out, enjoy the rest of the meal, take my money, and we will be on our way. Easy enough right?

Wrong.

Our server was great. She ran to grab her manager.

Here's where the problem began....

This guy comes over to our table, and just stands there in silence. The awkward silence felt like it lasted for an eternity, and he's just stood there staring at us. I kindly explained that they served her the wrong toast, and she noticed when she got three bites in and started feeling nauseous.

Then he utters something that I still cannot believe any manager when presented with such a situation would ever think to say; in no less than a condescending tone that I still cannot describe in words.

"Uhhhhhhhhhhhhhhhhhhhhhhhhhhhh.. And, what would you like me to do about that?"

I still can't believe I didn't raise my voice at him when he said that.

Somehow I went on to calmly explain that she had a few bites, and will now spend the entire afternoon sick.

After perhaps finally gaining some understanding of the situation he simply says, "Come see me up front when you're ready, and I'll take care of you."

Now in this moment, I think to myself that maybe I didn't communicate effectively at first, or maybe the server didn't explain to him what was up when she went to get him, or maybe there was some other reason that he could seem to care less.. I don't know. At any rate I was prepared to let it go.

So we walk up front with him, and I look in his hand and I can see a check for approximately $35 or so dollars.

When we get to the register, he boldface offers us a 20% discount.

Now if I was complaining about cold food or some other Karen-esque thing... Fine, give Karen a pacifier prize and move on with your day.

But you've actively done something that will factually cause someone injury, illness, and distress.

In the end after more conversation, he decided to comp our meal, but the whole way there this dude had a slack jawed, completely condescending, uncaring, and disrespectful demeanor, that was completely devoid of compassion or responsibility.

I've had a lot of perfectly acceptable experiences at this First Watch location, but my experience this morning was absolutely infuriating.

I can't believe I'm writing my first google review ever over a piece of toast.

Whoever owns this store should be ashamed of whoever hired this manager, because that's who is responsible for this.

If I allowed my customer facing employees and first line managers to behave like this, I find the prospect of me continuing to have a business would be...

Upon arriving, we were told there would be a 10-15 minute wait to which we said of course and were placed on the wait list. After 35 minutes had passed I looked at the host confused as she looked back at me I already knew she had realized what I was thinking before I said anything. She came over and apologized and explained to me that customers that do online check-Ins are first priority over walk-in customers. She offered to seat us outside otherwise we would just need to continue to wait as we were now 9th in line after the originally only being a couple parties ahead of us. Makes sense right? If what was explained is in fact true that in itself is extremely puzzling and seems like a terrible business model. What kind of business prioritizes taking care of customers who check-in online over customers who are already physically in your restaurant with cash in their pockets? All of that aside, it caught me by surprise that we went from being 3rd in line when we arrived to now having 9 people in front of us waiting to be seated. So at this point I just asked to speak with the manager. She obliged and walked to the back of the restaurant to get the manager.

This is where it gets good! Amado the General manager who I was graced with getting the extremely unpleasant experience of meeting stomped his happy self up to the front of the store and proceeded to bark in my face angrily at the fact I had pulled him from the cook line to bother and waste his time with this issue. This all happened in front of the employees, other customers and my daughter who was standing right next to me. I was completely baffled that this guy was acting in such a way and couldn't believe what I was experiencing was actually happening. When I say he was in my face he was close enough to me that when talking he was gesturing with his hands swinging his arms and actually managed to hit my hand. Not cool at all!

This all taking place before I could even get a word out and explain what the problem was. When I finally was able to talk he told me I was lying and that the hostess was giving 30-45 minute wait times and that she didn't tell me 10-15 minutes. I looked at my daughter and she confirmed we both heard the same thing. Then he proceeds to tell me we can leave and I can contact corporate and take it up with them... So that is exactly what I will do. To be told to leave a restaurant while you stand there and have kept your composure all while someone is yelling at you in the lobby of restaurant isn't only insane it's embarrassing.

I've never in my lifetime had an experience like this at any restaurant. So I'll do whatever I have to, no matter how much effort it takes, to make sure that the right people are aware they have an employee in their management acting in such a gross manner. It's totally not okay to be treated in such a way.

If I was operating a business this large, especially considering First Watch is such a large well known chain I wouldn't dare allow an employee of mine to treat customers in this...

I am sad to give a two star review. One of the stars I am giving is for the food: 10/10. The other star I am giving is for the employees who were 10/10, all employees EXCEPT Megan. I hope no one ever experiences the poor service she provided for us. Megan, you’re bitter and should reconsider your job. Customer service is not for everyone and that is okay. When you step foot into a customer service job, it’s your duty, to ensure customer satisfaction. Whether or not you were having a bad day honestly has nothing to do with any of the people you are serving. The -3 stars are honestly for bitter ole Megan. ALSO if you aren’t putting 1000% into ensuring customer satisfaction why the hell are you even showing up to your shifts like that’s literally where all your money comes from. Please, the sense IS NOT sensing. I used to be a server, so I know there are some tables people prefer not to take bc maybe they won’t tip etc. The way she was serving us LOL You can just tell she was assuming we wouldn’t tip. I just ignored it bc that happens sometimes. She brought our meals out, didn’t bother refilling drinks, every interaction she made with us felt forced and far from genuine. When she brought our tickets out we wanted more food. When we asked for a menu she repeated with an annoyed tone: “you want the menu??” lol.. AND DO… If I was 45 minutes into my meal and asking for a menu I would get the annoyance, but we were asking for the menu 10/15 minutes into meal. Anyways, we were being respectful and didn’t even complain about her not giving us refills, but she still for some reason ended up switching with another server. The other girl came and said “if your server does not come back don’t be alarmed I am your server now.” WHICH at first I thought it’s okay now I understand why she is frustrated her shift was probably ending then we ordered more BUT NO she was still there serving and smiling with her other tables the whole time. Anyways she brought our second dishes didn’t tell us to enjoy our meals and that was the last I saw of her (hopefully). I have never had anyone back out of serving me ever. I’ve never even written a damn review in my life.

Anyways, all the employees are great. Even though Bri was my server for a split second, I am happy I ordered again and was able to tip someone who deserved it. Bri was bubbly and kind, but if you get Megan, don’t expect too much. Save your tip for one of the other employees lol.

Please for the sake of innocent and kind customers, let Megan go or Megan, fix your bitter attitude. You’ll get more money, and it’ll...