Pearl Diner — Restaurant in New York

I wish I could have tasted the food, but the diner failed horribly on that part. I ordered my food at 9:27am via Pearl Diner’s direct website (pearl dinernyc.com) and received an email from Food.io with my order number. Good thing that I contacted the restaurant as I wanted to make sure they received the side note about how to make my eggs. When the employee answered, he states that my order isn’t there. He asked if I’m sure I placed it at that location and I told him yes and this is the number associated with my order. He states he will look for it and calls me back within 5 minutes. He informs me that a couple orders came in and mine hadn’t. He will reach out to confirm my order. Well, he never calls back, but I call about 15 minutes later. He proceeds to inform me that the order isn’t there and he called GrubHub and they don’t have it. I told him that it wasn’t placed through GrubHub and my email confirmation came from Food.io. He proceeds to tell me that GrubHub didn’t have the order and I repeatedly stated that it didn’t go through GrubHub.

Another callback was made and a manager requested. In a nutshell, the manager states he cannot do anything about it since it was done through Food.io. While I understand that that was the delivery service, the order itself was placed through Pearl Diner’s website. The manager didn’t even want to give me the phone number to Food.io even though he couldn’t do anything about it. He referred me online and was absolutely no assistance.

I work in Customer Service and this was a HORRIBLE first impression for me. I will never eat there (again never got to try the food anyway) and any chance I get, I’ll speak of this experience. There was ZERO effort to assist the consumer. If the manager had shown a little empathy (oh and by the way, my card was charged too) and attempted to contact Food.io (your employee was able to contact GrubHub, but not Food.io) to figure out the issue, this review would be a little more pleasant because at least, someone tried. He stated Food.io is open on weekends, but here now after 15 calls thus far, I’m still getting a voicemail.

Again, one of the worst...

This diner has the worst customer service that I have ever experienced in my entire life. Me and my husband decided to try this diner because it was near our hotel but it turned out to be a big mistake. The hostess was not friendly as we entered, and the only words that she said to us was to have a seat. The facility was not busy and we could see the waiters standing behind the counter talking amongst each other as they were looking at us. After 7 minutes had passed without being acknowledged, I signaled for a waiter to assist us. A waiter came and he told us that he’s not our waiter and that the waiter assigned to our table was busy ( the waiter he’s speaking of was not busy but he was one of the waiters standing around talking with the other waiters). The stand in waiter decided to take our order unwillingly and we had to wait 8 minutes before we got anything to drink. Two families walked in the diner after us and were greeted, seated, and served. I told my husband that they were making it so obvious that they didn’t want our business. We decided to cancel our order because we refuse to give our hard earned money to a facility that disregarded our existence. When we expressed our concerns, they were unapologetic and could careless. They certainly put a damper on the start of my birthday weekend, however, we walked directly across the street to Wolf Forest Cafe, a Vietnamese restaurant and the customer service and food was superb. I wholeheartedly DO NOT RECOMMEND PEARL’S...

20% SC - Beware !

Went for breakfast at this nice classic diner. Food is good and service is ok. However, the place generally has two things going against it.

Its family run, and not everyone is up to the task. There is an odd atmosphere and a lack of smiles from certain people in charge. If you go, you will immediately know who i mean.

Secondly, they add 20% to the bill as 'sc', which is in fact a hidden 'service charge'. The practice is at best deceptive, and it has earned the place a lot of 1 star reviews. Having read those reviews in advance, i knew that the 'sc' was optional so instead i opted to leave a cash tip.

So, here's the good part. Having left a 13% tip at the table i went to pay, thinking i could just pay the actual bill.... "48 USD please" "Umm, isnt it 40?" "No, its 48" "Isnt the 20% 'sc' optional?" "It is, why didnt you tell me you didnt want to pay it!!" Whereafter she (a person of the owners family) acted highly offended and in a teatrical manner, while gesturing to her colleague, scratched the 'sc' from the bill, turned it around and still gesturing wrote '40' on the back. Then she processed my credit card without so much as a thank you or a farewell.

Easy solution to getting consistent 5 star reviews : Rearrange (family) staff Make the service charge mandatory (put it in the...