First Watch — Restaurant in North Carolina

Let me say, I love the food and atmosphere here. There is one waitress in particular that is incredibly friendly and so helpful (I'll update this review with her name when I catch it next time). Unfortunately, this restaurant has lost stars because of the continuously rude staff at the front desk and the establishments ability to handle increased traffic. On more than one occasion, there has been a shorter brunette working as hostess that was less than friendly and even less helpful. She made me feel uncomfortable when I asked about accommodations for my sons car seat and I haven't returned to dine in since. On the weekends, it's an absolute nightmare trying to get food here. They refuse to take phone orders when it's busy and their online ordering does not allow for substitutions (though they have a comment section). Two weekends in a row I have ordered here and my order was incorrect, but I had waited over an hour for my food so I just accepted it as it was. I can understand being extremely busy, but having a lackluster online interface and refusing to take phone orders will begin to send people to other breakfast options in the area that are much more accommodating and less than a mile away. I've never heard of a restaurant, even tiny mom and pops that get slammed every Sunday morning, refusing to take phone orders. Their suggestion is just to "come in and order". Chances are, if you're trying to order from home, you likely don't have the luxury of coming in to order and then waiting for your food for over an hour to just return home.

As good as the food is, the service (or lack there of), will have me looking for other breakfast options around.

UPDATE: Reached out to below email address as requested. Received a call from the local manager and also received follow up via mail! Has been a pleasant experience since I wrote this...

I will never come to this establishment again!! Yesterday my husband and I decide to start our anniversary out by eating out for breakfast. I suggested First Watch since I know he’s never been. My husband and I arrived around 8 something in the am. When we entered the restaurant there was about 5-6 employees at the front desk ( where they check in customers and seat them). They all looked at my husband and I and then looked away as if they ALL didn’t just see us walk in up to the desk. It was the most awkward few minutes I felt in a very long time. To the point I almost felt dumb for standing there now I’m thinking we obviously seat ourselves because they payed us absolutely no mind! Eventually it got so awkward one of the employees decides to finally do her job and address my husband and I. At this point the disrespect is apparent, the employee asked us “oh just two”, like she had no clue we’ve been standing right in front of them for a while! I asked for a booth and she clearly contemplated on putting us in the farthest back booth ( we still were in a back booth). The customer service was so disgusting at this point my husband completely lost his appetite and ordered nothing but water. I on the other hand was extremely hungry and ordered anyways. I thought maybe it’s not us and they weren’t treating the only BLACK COUPLE in here disrespectfully. But again we were in the back so I clearly could see and hear how they treated every customer ( white customers) that came in after us and the customer service was superb to those customers complete night and day, completely unacceptable!! Our waitress was nice but this is after she seen how disgusted my husband and I were looking at them. She as well was one of the employees that was at the front desk that also looked at my husband and I when we came in and decided to not...

First Watch is one of my favorite breakfast spots because the food is really good. However the service at the this location leaves a lot to be desired. I began to notice that quite often after I was seated no one would come by to take my order. I would have to flag someone down to ask for a server. I began timing the wait which was usually around 6 minutes before I asked for service. Finally, after this happening several times, I asked for a manager and explained the repeated issue. He was very professional and apologetic and agreed the wait time did not meet their expectations. I waited a while before going back but when I did the service was prompt and the service was attentive. However, I went in today and was yet again disappointed. After viewing the menu determining what I wanted, I waited an additional 6 minutes before asking for a manager. I never said what the issue was but when he came to my table he had already been told I had been waiting a while for a server which means other servers noticed but did nothing. He sent a server over to take my over. After that, and over 9 minutes after being seated the server for my table shows up not realizing someone else had been sent over. As I explained to the manager, if this was an isolated incident he wouldn't be hearing from me but it is quite apparent this is an ongoing issue that needs to be addressed. I don't want free food or apologies, just good service. Unfortunately I may have to find a new breakfast spot which is...