Novellus — Restaurant in Saint Charles

Went to this place for the first time ever with a small group of family and friends for a birthday. When the first few of us arrived our waiter was very polite. As the remainder of our party filled in, she became more and more snippy. At some point her tone just gradually escalated to annoyed the more questions she was being asked (as if she were overwhelmed). Fast forward, to the meal, somewhere along the line she had punched in orders we never made causing multiple plates of food to be delivered, that we never requested. She even on more than one occasion ignored request made for drinks that were ordered (mimosas). Finally someone from our party asked to speak with the manager, to which the owner came out. Instead of the owner trying to get an understanding of the situation in whole, he completely disregard what was being said and defended the server with no facts, basically saying the whole table was making up a story on the server behavior/attitude. Instead of simply apologizing he excused her response "because he knew her for years." After, we all lost our appetite from the horrible customer service we flagged down the manager (a lady with red hair) and asked to pay, so we could leave. The manager (the lady with the red hair) and a young man who helped bring food to the table (he had only been working about a week from what he said) is the ONLY reason I'll give this place 2 stars. They tried to redeem this place as best as they could with smiles and understanding the frustrating situation, but the owner and our original server were hands down no good. If you can not control your emotions when overwhelmed, do not become a server. If you can not listen and apologize as an owner, then do not step out of your office. I find it terrible sad a manager and a new staff handled the situation better than the owner. Save yourself the time and go to another place along 5th street, because this place customer service is a wash and the food wasn't much to talk about beyond presentation. Just lacked flavor or...

Myself, my mom, cousin and her daughter went for brunch today. This was our first and last visit to this business. The atmosphere was pleasant and inviting. The menu had potential and many things were sounding good for brunch. There was no wait and ample seating, which was a pleasant surprise on a Sunday. We all placed our orders and were having conversation while waiting for our food. Our server brought out our food and everything looked good, until my mom cut into her Eggs Benedict, the eggs were overcooked and so she asked for them to be remade and that they were overdone. The server was quite polite and obliged her request. The other 3 of us started eating and my mom was looking forward to her food coming back and eating with the rest of us. The server brings her food to her and the eggs are way undercooked. Understandably, my mom requested them to be sent back, again. The manager then came over and asked my mom how she wanted her food cooked, which I found really inappropriate and unprofessional. I really didn't think it was too much of an ask to have her food cooked properly. The server then brought my mom her food, for the third time, and made correctly this time. My mom's meal wasn't even taken care of for this inconvenience by the manger until I spoke with the server and explained that I didn't think it was right that my mom should pay for a meal that was not made correctly 2 of the 3 times. The server seemed to agree and had my mom's meal comped. It wasn't an expensive dish, it was the principle that any other establishment would've ensured the guest was satisfied and their meal was not charged to them, and not come to them with the unprofessionalism that the manager had in our experience. I will not be returning to this establishment just because that one manager and how she failed to ensure the guest was happy that the dish was made incorrectly 2 separate times. The server was fantastic and none of us had any issues with the...

I had made reservations for 12:30pm. I arrived at 12:36pm. When I first walked in I was not greeted. I waited a few seconds and seen (who appeared to be the owner who made eye contact but didn’t acknowledge me). I said hi I made reservations and gave him my name. He said we gave your table away it will be a few minutes. I said ok. Well 10mins has went by and I’m still standing. A few waiters/waitress walked passed me didn’t say a thing. So I stopped one and said do you know how much longer it will be I been staying here for 10mins and she said let me check. She goes to the owner and said something and then she walked back to the kitchen. More time has passed some guest had left, they table get wiped down cleaned and no one still have seated me or my cousin.

They were not busy at all had maybe 15-20 people there. There was two small tables open when I first arrived and 3 big tables available. Well doing the time I waited another small table came available so now there’s 3 small tables available. It was just 2 for my reservations. So now it’s 1:05pm nothing has been said so I proceed to walk out. My cousin and I was walking pass another restaurant when the owner decided to come and yell on the side walk and said what about your reservations. I said I do not appreciate your business customer service he said well I’m not the one who was 30mins late. I said I was only 6mins late. Turned around and kept walking. I hang down on Main Street all the time and have never received bad customer service til this day. So I’m not sure if he has a problem with African Americans or what cause granted majority of his customers were white including his workers and only 4 customers were African Americans. But there was no way he should’ve came yelling out on the side walk after me waiting 25mins without being seated he never said anything else while I was standing on the inside.

Signed Respectfully, A customer who was trying to patronize this...