Brown Sugar Bar & Restaurant

I visited this establishment last night, 4/15/22. After we waited 15 to 20 minutes in our seats with nobody acknowledging us to take our order, I decided to usher the guy waiter who was pleasant to take our order. The problem I really had was with the hookah. There was a particle floating in the hookah water so I respectfully asked the waiter for the water to be changed. He said okay and informed the hookah guy. When the hookah guy came he advised me it was normal for a substance to float in the water. He said it was the mint? Guess what! Mint does not look like a piece of fish or shrimp floating in water. The guy who walks around collecting plates and asking if everything was alright came to our table, and agreed with the hookah guy after the hookah guy relayed whatever he understood I said to him and refused to change the water as well. It was either their lack of understanding of English, music being so loud so they couldn't hear or they were simply ignorant about the request. After I explained the situation again to our waiter by typing on my phone so he can read and understand since the music was so loud, he looked at the water and noticed the floating particle so he got this same guy who walks around to replace the hookah. By then, it was about 45 minutes of back and forth with changing hookah water. We waited another 10 minutes for the hookah to be replaced but it NEVER happened so we got our tab and left. I will never return to Brown Sugar Bar & Restaurant especially after paying $40 for hookah and not getting to smoke it. If that is the floor manager, he should be trained again because he simply lacks problem solving and critical thinking skills. Please distinguish between mint and other substances/particles. MINT dissolves in water and letting the hookah sit there for about 45 minutes, the particle continued to remain the same shape and size. It is instances like this that reminds some of us to go downtown in the city because the experiences and customer service tends to be better. The floor guy and hookah guy were simply mediocre! It costs nothing to change hookah water. What it cost you was this review I posted and me never returning here. Keep that up and you will continue to lose patrons.