Shark Club Sports Bar & Grill — Restaurant in Plano

My family and I just had a very negative interaction with James, the front-of-house manager of Shark Club Bar and Grill at the Sandman Hotel in Plano, TX. We came to meet some friends for lunch earlier today and downloaded the menu from the QR code on the table. Our server, Andrea, was great and the food was excellent. However, when we got the bill, we saw the prices on the receipt were higher than the prices on the PDF we downloaded off the restaurant website. We brought this to the server's attention, and she said she would talk to the manager and send him over.

When James first came over, we showed him the menu we downloaded and compared the prices on the receipt. He seemed very surprised and said he would need to talk to his IT guy about it. He took the receipt and walked away, and we saw him get a printed menu from the host stand.

He came back a few minutes later and showed us the printed menu with the same prices that were on the receipt. He said he could give us back the price difference on one of the drinks, then walked away again.

When he returned, he said he pulled the menu up on his phone and it had the higher prices listed, and that we needed to pay the bill as it was and leave. We showed him once again how the PDF we downloaded from the website had lower prices -- in front of him, we scanned the QR code again, pulled up the website, and re-downloaded the file when prompted; the prices we pulled up were the lower prices and he saw how we got to that file on your website. He insisted that it had the higher prices when he pulled it up on his phone, but refused to show us his phone to compare. When we asked if he was willing to honor the prices on the menu we downloaded and make any adjustments to the bill at all, he refused and told us we needed to pay the bill and leave. As he walked away, he said, "you're lucky you're in front of kids." Not wanting to have any more discussion in front of family and friends, my husband walked over to where James was standing so he could pay the bill and to ask what James meant by that final comment. James had nothing to say at that point.

We've never had such a bad interaction with a restaurant manager. It is not the customer's fault if the company's website has incorrect prices listed. In this situation, a manager would usually honor the lower prices and then instruct servers to hand out printed menus and to tell customers to disregard the website until it's fixed. James was inflexible about this and kicked us out, but the worst part of it was the comment as he walked away the last time. That comment was threatening and wholly inappropriate.

I know the difference is only $15, but it's the principle. James did not care about the price difference or the dining experience, which was clear throughout our conversation and capped off with the threatening comment. It was so unprofessional, especially at such a higher-end restaurant at a luxury hotel. It's really unfortunate, too, because up until that point we were very impressed with the service, the food, and the ambiance. It turned out to be extremely embarrassing in front of our friends, and a bad experience in front of our child.

After we were thrown out our friends were still there finishing their meal and waiting for their bill. James continue to act in a non-manager way standing by the front door with his staff cracking jokes and laughing it up about the situation. Our friends could hear the horrible things he was saying about us and he was joking about.

We contacted Shark Club's upper management and let them know about the situation. They acknowledge the mistake on their website pricing and admitted that James did not act and behave in a proper manner and said he should have honored the prices. Their upper management team told us that they would be sending us gift certificates to come back and give the restaurant a try again. I was shocked when they sent me just a coupon. That's right it was a $10 off with purchase coupon. This is the same coupon someone hands you walking down the street or you find...

Absolutely horrendous experience. We planned to go to the Stars watch party here and, after our last experience at Shark Club where the wait was an hour and a half, I call to make a reservation the day before. I ask for a reservation at 9:30 around game time and am told by the woman on the phone that the latest we can make one is 8:30. I asked why multiple times but did not get more than “that’s just the latest it’ll let me enter.” So we go ahead and put down for 8:30 and leave our details with her.

Fast forward to today. We get the text saying our table is ready and respond that we’re on our way. Parking lot is completely full, and when we finally park and walk in, it takes around 10 minutes for us to be seen at the host stand. I’m then told by the hostess our reservation was deleted despite my texting the automated line back saying we’re on our way. She asks why my reservation was at 8:30, and when I tell her that’s the latest I was allowed to make it for, she asks who I talked to. When I didn’t remember the woman’s name, she says “well that girl obviously doesn’t know what she’s talking about, because we take reservations until 11.” So there’s some serious miscommunication there. Then, the host says she texted me and told me that my reservation would be canceled, which is 100% untrue since the only texts I got were to ask if we were on our way and confirming that we said we were. So not only did one host not let us reserve for the right time, but another said she texted us a notice of the reservation being canceled when she absolutely did not.

We’re then told we could be put at the bottom of the waitlist, to which I say we needed to think about it because that would likely be another 1.5-hour wait. Ultimately, we get sat in the very back corner of the building, far away from where the large TVs are at a table that is not facing any close TVs. This is only because a manager overheard my girlfriend talking to the hostess and intervened.

As you can probably tell by just how much I’ve typed about the experience, I’m absolutely livid and would not recommend this place due to the miscommunication, lying, and lack of reasonable parking available (there were free parking spaces that were sectioned off at the back of the building). Including a picture as proof of multiple other open tables but us being sat at the one in...

Service was slow. Our waitress was inattentive, slow, and cold in her service. Couldn't tell you her name, because she never gave it. Shark spice wings were overcooked and crunchy with no flavor. I had to get buffalo sauce on the side for flavor and had to ask another waitress because ours was nowhere in sight.

The cajun chicken sandwich was just ok. Came with a ridiculous mound of lettuce. Once again, I had to use my buffalo sauce to add flavor. Boyfriend got the short rib sandwich. That was decent, but the bread was soggy. Party also ordered the loaded fries. Just ok. Another member of our party didn't have her entree come out until well after everyone had finished (they served her side of fries separately). At that point, she just had them take the entree back, as she just ate her fries during the long wait. At one point, the waitress filled one of our drinks up with water even though the beverage was a strawberry lemonade. She had to be asked more than once for a new lemonade.

When the bill came, I noticed I was charged extra for things such as side of buffalo and to switch regular fries to sweet potatoe fries. Not a huge deal, but it would have been nice to be told about these additional charges. Of course, because it was a party of 12, gratuity was automatically added. Not upset about that, but honestly undeserved.

On the positive, the long Island was good. However, I asked for it to be skinny, and when I ordered another one, my waitress messed up my order. She seemed to not care about anything at all . Left dishes and glasses on the table for a very long time i definitely Wouldn't return for the food. Maybe the drinks. The place is beautiful, so ... yayy?

I let the manager Cole know about it at the end as a point of constructive criticism. He's only response was " why didn't you let us know?" I explained that i wasn't coming from a place of malice but simply stating points of improvement. I also told him that we did let the waitress know about some of the issues, but she never cared. No...