First Watch — Restaurant in Novi

I visited your Novi, MI restaurant on 9/20 at approximately 10:30 or 11am. The restaurant was very busy, and I was pleasantly surprised we were seated almost immediately. It took a bit for us to be greeted at the table and when the waitress did come over, she did not bring over waters. She simply asked were we were ready to order. I was not ready, but my sister, who I was dining with was. She took my sister’s order which we later realized she took incompletely. She did not ask if she wanted fruit or potatoes with her order, and my sister did not know either was an option, until I reviewed the menu. Ten minutes or so passed and the waitress still had not come back to the table to take my order or bring over the mimosa. I went to the hostess stand to ask if we could be seated in another area, to which the male and the female at the stand asked why. I said I was not pleased with the service thus far. I wanted this to be a good experience and to turn things around, I would like to be seated in another area. The male hostess at the stand then asked if I had ordered. I told him yes. He proceeded to look around the restaurant and said it was busy and there were not a lot of tables available (there were quite a few open seats, but I know they do schedule ahead seating, so potentially there may not have been available seating). I told him we were willing to sit anywhere but did not want to remain in that section. He still did not offer resolution. They just looked at me as if I was an inconvenience. I asked the hostesses would he rather we leave. He said he needed to see what was available. I went back to where we were sitting, and the hostess soon followed. He had a new table available, but at this point our experience was so damaged, my sister was ready to go. She still had not gotten her mimosa and at this point and we were 30 minutes in. We declined the new table and left. Upon leaving I called the restaurant to speak to the manager. As I was placed on hold for the manager, I inadvertently hit the end call button on my phone. I immediately called back, and the phone rang a very long time. It was finally answered and the woman that answered was very curt and short with me (this was not the woman that picked up previously) I asked her name, and it was either Amir, or Amaya (I cannot recall her name exactly, but it started with "eh"). I learned her name only after I asked who I was speaking with. She did not provide that information when she answered the call as I’m accustomed to most service-oriented businesses doing. I asked to speak to the manager, to which she told me he was not available. I asked when he would be available. She proceeded to say they were short staffed and he was cooking. To call back at 2 or 2:30pm around closing. I told her since I am the customer, I will give you my number and the manager can call me back. I gave her my name and number, for which she rushed me through, and it was clear by her pace she was not writing anything down. I asked when I should expect a return call, she responded 2 or 2:30pm. Today is 9/27 and I still have not received a call. I made a formal complaint that Monday online and sent an email to the CEO, no one has gotten in touch with me. It’s clear they don’t believe a customers experience is not important enough for a return call. I have family that lives in Tampa, and I frequent First Watch every time I’m there. It was years from my first visit to your location in Tampa until we got First Watch in Michigan. I’ve always had excellent customer service there and as a long-term customer it is so disappointing that your Novi, Michigan colleagues do not have the training or ability to service customers as your colleagues in Florida do. With all of the options we have as consumers I will never go back. Even in Florida. As a consumer we keep you in business and with the service I received I’m not sure...

Wow, that was a disappointing experience. Your system is flawed in many places. The order online menu doesn't have all the items that are actually offered. We saw eggs benedict on the menu but when I tried to order on the website, eggs benedict disappeared. So I decided to call and ask if they did have them (and if not, order something else.) Well, I called and was transferred to the 3rd party order-taking company (that's fine - no problem with that.) She told me they do actually have eggs benedict. So, there's a problem with your website. She takes the rest of my order and I ask if I can schedule the pickup for 11:45am (it is 11:15). She says that she already put my order in so I have to talk directly to the staff at First Watch Novi. She should have asked earlier in the call what time I wanted my order (asap vs a specific pickup time) if my requesting a time at the end was going to be an issue. I should be able to request a specific delayed time while on the same initial phone call during which I'm placing my order. This is not a good system or good service. She transfers me. The staff who I spoke to gave me a hard time about my request to simply delay my order by 15 minutes, right after the order was placed. It's not like I placed the order and called back. It was on the same phone call! I said, okay, I guess we'll just eat cold food. The person said, I'll see what I can do and they were able to delay it but not after giving me a hard time and "advising" (which is patronizing) me to just call closer to when I want my order. Hello, I thought I'd be doing you a favor by calling in with as much advanced notice as possible (and it wasn't even much that far in advance). Staff said, "they don't like us to hold tickets." Staff doesn't seem to care about customers, only about your stupid, broken order system that apparently all comes apart when a customer requests, while placing their order, that they actually don't want it asap, they want it mere 15min later than asap. This was my first time ever calling. Probably won't again...

I had heard so many good things about First Watch from others that when one recently opened near me in Novi, MI I had to try it. So this morning I stopped by less than 2 weeks after they first opened (sometimes I avoid restaurants during opening but more on that later).

The menu instantly impressed because it was completely re-imagined from typical diner fair; everything was fresh and amplified from more basic menus all of us have seen before. Even though the menu carries a premium it's worth it because of the quality of the food F.W. plates and serves. They have amped up classics but also new inventive menu items.

So, knowing immediately I would come back to try many more menu items I decided to put the healthy food menu they are known for to the test and ordered the AM Superfoods Bowl. It was so tasty from the coconut chia seed pudding to the fresh granola and fruit toppings and was served with fresh made thick cut multigrain bread with almond butter. The way everything was plated was beautiful and even the toast was topped with Maldon finishing salt. I have always been underwhelmed by health food menu items in other restaurants but this tasted so good that I would order it again.

As mentioned I have had many bad experiences with new restaurants during opening but F.W. surprised here again. Just two weeks into opening the food came out of the kitchen perfect, the staff was so well trained, the decor was impeccable, the music was perfect; this is how all restaurant launches should be done. I highly recommend this place and I will hopefully be coming back on a...