Raven Cafe — Restaurant in Prescott

One recent visit to the Raven rooftop during Happy hour ended very badly when our food server mistakenly heard us tell her "she needs to get her steps in...", when in reality we said something to the effect of, “don't bother making a special trip to bring the sauce, you probably run up and down those stairs plenty of times during a shift, no big deal" Sitting on the rooftop on a beautiful, unseasonably warm afternoon in February for the Raven's happy hour. I just had a week from hell in MY customer service job, where I deal with some horribly nasty people's attitudes all week long. I have been (for YEARS) making a point to be extra pleasant and kind with hospitality staff as they deal with awful people constantly. Always remembering to use my manners and show kindness. I like to try and be the least problematic table a server has to serve, and usually am a chronic over tipper since I am fourth generation in my family to work the hospitality industry or customer service industry, and since I was 16, and I am now "middle aged". When the server walked away, she was repeating, "yeah, I need to get my steps in...". A few minutes later, the bartender came up to our table, asked us to leave. We were confused, we thought this was a joke. We asked if he had the correct table, he looked visibly irate. Chest puffed up, nostrils flaring, he said "You need to leave or I'm calling the cops" We had no idea what this was about. He said we insulted "his" server. We didn't know what he was talking about since we did no such thing. The bartender (his name is Forest) said again, "get your stuff and find another restaurant to dine in". My friend tried to tell him there's a mistake, he wouldn't even allow us to speak, saying "| DON'T BELIEVE YOU !”when we said we would never do such a thing. Forest proceeded to march us out the back door, walking so close behind me l could feel him breathing down my neck, then SLAMMED the back door after we went out. We were stunned. This was one of my favorite places. We have been coming here since they opened. So many birthdays, holidays, get togethers, and many happy hours. My friend and I each wrote the GM emails to tell him this absurd thing that happened. My friend received a response from Jack Blow, the GM at the Raven. Jack said he thought at the time that there may be a mistake, and that we probably made a comment about the stairs, not an insult about getting in steps, but Jack said he needs to make sure to “demonstrate to his staff that he has their backs and they work in a safe environment " (even if that means 86ing two local regulars that did nothing wrong except choose the Ravens to enjoy the day). So he gave the permission to kick us out. He also said his bartender Forest was in the wrong for not allowing us to speak at all. Jack Blow would like to "chalk it all up to a misunderstanding" but ... we were humiliated, and marched out of the Raven with a full busy happy hour happening for not doing a thing wrong. Just wanted to enjoy my day off and my friend's company. So, this incident ruined my day, and my week, as I have not stopped thinking about this since. When we were kicked out, I had a new full beer I had not drank, and the tots that I did not get to eat. When Forest was kicking us out I said "I have a tab to close" he said, "Oh, we'll take care of your tab". I asked Jack Blow to refund my money for these two items since I didn't get to consume them on account of being removed, and he did not refund that money. I was charged full price for items not consumed due to THEIR EMPLOYEES’ drama, poor self body image, and mental problems. Jack Blow never even answered my email. I have heard nothing in response to this in two weeks. So, dine at the Raven at your own risk. At any time if a server or bartender doesn't like you, they can just make up something and get you removed. The Raven will always back their employees, even if they are mentally unstable, or just making it up. Since Jack Blow never made it right, after all these years, I will not be at the...

The Raven should really be renamed “Sherwood Forest.”

Why? Well, on our most recent visit to Prescott we went here three times, generously tipping in the cash tipping jar at the counter, before we realized (much later) that our credit card was being charged an “automatic” 18% tip without our being aware of it. So we were basically tipping over 30% every time we patronized The Raven. And I should note that there was no obvious indication that an “automatic” tip was being charged – no signs at the counter and no advisement from the staff when they saw us putting cash in the tip jar AFTER they had just processed our “automatic” tip. Even the final printed receipt (if you opt to receive one!) DOES NOT INDICATE IN THE TOTAL THAT A TIP WAS CHARGED – instead it lists a total without tip at the bottom, and a tip amount separately, so that it is very unclear what has occurred. After being robbed three times, we did notice on our subsequent visit that there were some small icons and an even smaller text notice on the POS screen that advised customers of what is happening to them – but we never saw those initially. In fact, we didn’t discover what Robin Hood was up to until we saw our credit card bill a few weeks later. A pretty skeevy and unethical practice, don’t you think? We certainly did.

Now, some people might tip 30+% for really good service, atmosphere, and food. So is that what Sherwood Forest offers its customers…?

On all of our visits (we actually have been to The Raven many times over the years…the tipping issue seems a relatively recent change), the staff has generally been disinterested and distracted when taking orders, often because they are scrambling to get to-go coffees out to folks at the same time. There has never been a lot of smiling or engagement with us or any other customers that we have seen. Staff also tend to offer a blank stare or a dismissive shrug if you ask about food ingredients or sensitivity questions – they generally do not bother to ferret out an answer for you. So on our repeated visits over the years, it has become clear that the counter staff are happy to take your order and little else. There is also no table service, other than the food being delivered to you. And that delivery may take a long time, as the kitchen is a bit slow – seemingly regardless of how busy it is.

When the food finally arrives, it offers another potent surprise. Of late, the portions have become so diminutive and the prices so high we’ve had to confirm we are eating in Prescott, Arizona and not Los Angeles, California. These are definitely “small plate” meals with a “large plate” charge. Thankfully, the food does have nice flavors, fresh ingredients, and sometimes thoughtful presentation – even if the ingredients are a bit simple. But at least The Raven’s interior is spacious and clean – that is a consistent plus.

But no, overall, the 30+% service/quality tip is really not earned at this establishment…not by any stretch of the imagination.

Our understanding from some local friends who are familiar with the Raven’s business model is that our involuntarily lavish tipping was at least shared with all of the staff, who apparently (according to the local rumor mill at least) were not satisfied with customer tipping rates prior to this default up-charge. In fact, folks we know who live in the area patronize Sherwood Forest because of this and other worker-friendly features of the business. And my wife and I agree that workers should be treated well…we have zero problem with that.

It’s just that we think customers should be treated well, too. And that does NOT appear to be even a remote consideration at The Raven. Stealing from the rich (those willing to support Raven’s ethos?) and giving to the poor (the disinterred and distracted serving staff and very slow kitchen?) does not round out the intended service model of any restaurant business in our opinion. Unless, of course, the name of that restaurant is “Sherwood Forest.” :-)

So we will no longer be supporting Robin Hood...

An order was placed for pick up for 7 people for pick up at 11:30. Once having arrived I asked two different people if everything was in the bags and they said yes. I made the mistake of not checking every individual box because i trusted the establishment after having two people check it would get it correct. When I was back at the restaurant not only were they missing the dressing they were missing an entire sandwich order. After having called I spoke to the girl that’s at the front counter and she went back and forth with me accusing me of lying that the sandwich was missing. Mind you it was a $14 dollar sandwich that i would have to drive a total of 40 minutes to get, definitely not worth lying about. After going back and forth with her I asked to speak to a manager which she denied me and said there was not one in charge today and that I would have to pay for a sandwich that they failed to give me the first time. I stated we would NOT be paying for something we didn’t get the first time so she put my on hold with no courtesy of telling me I was being placed on hold. After being on hold for another 5 minutes all of a sudden I was speaking to the first guy I asked if everything was there and ready to go. He answered the phone visibly frustrated and with attitude extremely unprofessional and quite frankly left me very confused because supposedly there was no manager on site. He continued to try and tell me that the food went through 4 different people and that again I was lying over a $14 sandwich that wasn’t even worth all the trouble I went through. After continuing to go back and forth with me as well he agreed to remake it. I drove the 20 minutes back to that establishment only have to have this man treat me the same disgusting, rude, unprofessional, and quite frankly comical arrogance giving what happened after. He goes to very rudely give me the food and arrogantly tries to lecture me again for the inconvenience this brought him and not the person who has now down two trips to pick up the food that was placed at 10:30. As he opens up the box with a disgusting grin on his face he says, “here is the sandwich and the fries.” & AGAIN in person while I have people waiting for this order I sighed and told him he got the side WRONG yet again. I asked him to check the receipt and he realized it’s coleslaw instead of fries. Instead of apologizing and taking accountability as the head of that shift today or whatever it is he was trying to be, he gave me more attitude and most definitely tried to assert some sort of moronic power over me. In addition to missing the sandwich and trying to have me pay again they failed to add any of the side salads for the order that he guaranteed were in the boxes alongside the burgers and sandwiches. I think this establishment needs to put their focus on training their workers customer service skills a instead of allowing them to get on their high horse and being rude and arrogant to someone who is just trying to do her job as well. If I could give 0 stars I would. I DO...