Montagu's Gusto — Restaurant in New York

The food is delicious. I recommend Montague's Gusto to my clients for lunch all the time.

However, this is the third time something was wrong with at least one part of the experience and I haven't left reviews about any of those experiences because I chalked it up to a bad day, not that big of a deal, honest mistake etc., This time though, what happened irked me enough to feel compelled to leave a review about it.

I have run my own business for over 20 years and I can say with great certainty that as an owner/manager/person in charge, when a customer brings attention to an issue they are having, the ONLY approach that should be taken is, "HOW CAN WE FIX THE ISSUE?", to ensure this customer returns.

Because WHATEVER the issue is, (in this case, a $13 soggy salad), the cost for the business to make the thing right (just make 'em a new salad) WOULD BE WORTH THE $13 "loss". Because by making it right, you're ensuring repeat customers and REPEAT customers are the KEY to the longevity of ANY business.

Arguing with a customer and calling them a "LIAR" when they called and told you they opened the salad ten min after it was picked it up and it was soggy- but only were able to call about it an hour and a half later BECAUSE THEY HAD TO GET BACK TO WORK after opening soggy salad-AND literally, physically could NOT call the store until that point - was quite possibly the most UNPROFESSIONAL response I have ever heard. This SHOULD HAVE BEEN a VERY easy-to -fix situation.

The only response should've been, "I apologize for the misunderstanding. To be clear, takeout salads come with the dressing on it. Next time, if you want dressing on the side you have to specify that. To make this right this time, we will gladly prepare you a new one."

Of course this is all assumed to be within a reasonable one time thing and not the protocol for repeat complainers just looking for freebies. A good manager should be able to differentiate between the two. Neither circumstance though, warrant an argumentative approach. Just fix the problem. That's it. I ordered almost $100 worth of lunch today for a client with an office nearby. You couldn't just remake the $13 salad?

Then, the next time I recommended your establishment to a client, I would've made it clear to those ordering, that although most restaurants automatically do dressings on side for takeout orders, Montague's Gusto does NOT.

But, due to the gross mishandling of this situation, there will NOT be a next time. Could've been...

I never write bad reviews so this will be a first but very warranted.

I have ordered from this restaurant numerous times and every time there is always something wrong with the order - they either forget something or they run out of an option that’s clearly listed on UberEats and I get upcharged for it but don’t get notified that they ran out of this option.

Today, I ordered their Go Caesar wrap that they quite literally advertise on their UE app and something I’ve ordered 10x times with no issue. We get home after picking up our order only to find out that they put in someone else’s sandwich instead of the wrap. I call and the lady answering the phone is gaslighting me telling me they don’t have a wrap like that, asking me questions about the other items in my order after I very clearly told her the issue was with my wrap. She goes on hold to get someone from the kitchen bc she said they don’t have grilled chicken Caesar wraps, only Caesar salads (?????) When she gets back on the phone, instead of apologizing for the mistaken order she’s commanding me to come back to the restaurant and bring the sandwich back. I’m sorry what? How about an apology for the mistaken order and actually knowing the items on your menu instead of gaslighting your customers that have been loyal to you time and time again despite mistaken orders in the past.

Safe to say, I will not be coming back here again. I’ll take my business elsewhere where the service people are respectful and know not to gaslight...

Dear Reader, I recently had the pleasure of dining at Montagu gusto’s, this past week whilst on vacation. Few words can describe the amount of satisfaction this restaurant provided me and my respective taste buds. The sandwhich and salad in which I consumed in this establishment were simply immaculate, strong urges rushed over me to hop back in line and request even more of the items this establishment had to offer, but I had been forbade by my parental figures, given they had promised a return during our short time in New York. Now, I am a simple man from California, so returning to this establishment after our vacation is over will be a feat within itself, but to all those wondering the sandwhich in which I was blessed with the ability consume fuels me, it fuels my desire to return to the greatest city on earth (the city that houses montagu gusto’s) . I can say without a doubt that the one and only fault of this establishment is that it was not closer to our hotel, and I was not able to return to this establishment, but I will return and nothing will stop me.

In short: good sandwhich, good salad, will be...