Rockwell's Bakery — Restaurant in San Clemente

Opinion: Service Means everything. Here, at Rockwell’s it unfortunately and evidently doesn’t even make it a priority. Now, before I begin, my family and I own, operate and founded quite a successful chain of local shops spanning from LA to SD with Orange County being our hub. And something I learned from an incredibly early age, no matter the physical product we sell. We first and foremost sell exceptional Customer Service.

Management, listen up. Saturdays, the Outlets host a community Car Show. Hundreds more people show up that on any other regular weekday for this event alone. Communicate to the staff the seriousness and should-be-pleasure of working during A large event. Smile and accommodate ALL that walk in and by. Heck, get a coffee jug stationed on the patio to earn a quick buck. Maybe you guys do have one, I didn’t see it. Anyway, this Rockwell’s is the BEST location in the center during the Car Show. So, pick up the pace with your staff. Yes, some people on your team may be first time servicemen, women and they. Help Your team understand queuing and an order thereof.

Everyone else, c’mon guys! Ill start by saying, I like most westerners; I’ll assum, genuinely dislike poor service. Again, just smile and take my money. Seriously, decent service comes from decent feelings. Treat others how you’d like to be treated. So, here I am giving back. There were at least 5 employees on the floor. 2 of which were near the bar even leaning on it while I and the rest of my party aimlessly waited near the front door. Waited for about a minute until decided to check out the baked goods. They looked alright. The party and I agreed to just pick a table and wait for service, because there were less than 5 tables already occupied, our presence was without a doubt noticed. Well, Table was dirty, seats too were dirty, okay maybe not dirty but crummy, albeit pretty dang GROSS. But legit, some service lady gave members in my party DIRECT eye contact and booked 180 degrees other way, DUMB. Another party entered the facility several minutes after ours. They too waited aimlessly until the same service lady accommodated them with menus and seats right next to ours, seriously right next to us, STUPID. She began taking their orders and that’s when we had enough. Not one of us in our party said a word to another, we all knew we were not welcome and left as SILENTLY as we were...

Two Very Horrible Experiences

First Last Sunday. Food arrived late. Had a 30 minute lunch break. When the food arrived it was about 25 minutes wait. Only five minutes to eat. I had ordered an impossible burger. Looked beautiful but when I took the first bite it had an open metal staple in it. Was afraid to eat anymore after that. Told the waiter who took it and said she would bring me another. I told her I had no time to wait after that because I was now late to work. I called later and talked with a manager named Tom who apologized about it and wanted to make it up to me. He told me to come in and what I ordered would be on the house. So I went today this Thursday to give it a second chance during their happy hour and buy myself a drink. The manager there was really hateful about me coming in and acting like the incident never happened and there is no Tom. She said I must of called the other location. I thought she would be nice as Tom but she said that she would get my burger. Then another waiter comes out with it in a go bag. I tried to tell him twice I wanted to eat there and it was not to go. The waiter just turned around and ignored me. So I sat down to eat it there from the bag. I asked if I could get water. No reply. I started to eat the burger without anything to drink. Started to get all messy from guacamole all over my hands and got up walking around wanting a napkin. All the staff ignored me. I walked not finishing. And leaving the food there. I was quite upset. I didn't get to eat during lunch the last time. This time I was treated horrible. So I called back in tears and they hung up on me twice. Most horrible experience ever had in customer service. I was not expecting free food for nothing and had came in to sit down and enjoy myself and was planning to pay the difference. Horrible people there. Well the first time I didn't get to taste it. It had a staple. Second time it really was not good. And now my stomach hurts. Don't know if they did something to the food since they acted so odd or I was upset during what I ate. I maybe throwing up in the parking lot soon because I am in my car writing the review. Ended up missing meeting at chamber and went home in which I...

Today was my second time here. If I had to rate by my first visit, I would have given a four-star review. Today's visit was a definite 1-star experience. Today, Saturday, is the car show (or whatever it's supposed to be) in the parking lot, so it was busy at first. Our server was really nice and working hard, but it seemed like the place was short-staffed. We put in our order at 11:05. At 12:10 our food came out. My dish, the "Southwestern Omelet", was awful. I can't pinpoint why it was so bad, it just was. I couldn't eat it. I picked at what I could tolerate just because I was so hungry and had to eat something. My toast was cold and kind of chewy; it had clearly been sitting a while. I never got the coffee refill that was "coming right up." My friend grabbed the carafe and poured for me. Our server recognized that I didn't eat, and she took my meal off the bill (I didn't complain, and I didn't ask for any compensation, so this is a plus). I have come to the conclusion that if it's busy, Rockwells is not the place to go. The first time I went it was a week day and not busy at all, so it was a much...