Sens — Restaurant in San Francisco

WORST RESTAURANT EXPERIENCE EVER!

We had 18 people in our group for a team happy hour with drinks and appetizers on the patio. An entire tall pink/red cocktail was accidentally spilled by our food server onto one of our colleagues who was wearing a white top, cream sweater and jeans. She "J" was drenched down to her undergarments! I wish I had pictures to share. There were two others ("V" and "T") sitting on each side of J who also got partially doused, one down the front of his white shirt and brand new pair of cream suede shoes and another on her jeans and shoes.

J was hit the most, so much that she had to go to a nearby store to buy a t-shirt and a pair of leggings. While she left our group for an hour to shop, she was missing our team event and the ability to bond with her colleagues. This was very unfortunate, because we were bringing team members together from two locations. The situation changed the mood and focus of the evening.

Accidents happen. We get that, but the way in which the situation was handled was extremely poor, unprofessional and dismissive. We had to seek out the resolution. Bad reflection of how this restaurant values it's customers.

Our experience... Shortly after the mishap, our food server, Payton, said to J that he would comp her drink ($12). Nothing else was offered. After hearing that, I asked the food server, Payton, if anything more could be done, after all she is drenched and missing our gathering to buy clothes. He said "no", therefore I asked to speak with his manager. The so-called GM returns to tell us that their policy is to comp the drink and provide drycleaning reimbursement, and nothing more. After much back and forth, he would only cover the drinks of three people and drycleaning for J. At this point, the GM dismissed us with, "I know what you are trying to do, and this is the last I will talk about it", then walked away. What were we trying to do...ask to cover all three people's drycleaning and teach you some class with well needed customer service/hospitality 101???

Here are actions that could have rectified the situation... Cover all three people's drycleaning. Clearly they all got hit with the drink. Present your business card to J verses us having to ask Payton to ask you for it. How else will she know your contact info? Pay for J's new clothes. Did you expect J to sit there soaked down to her undergarments? She also had to take a ferry home, so think of a windy and cold ride across the Bay. Offer to pay for the cost of J's garments if the stains do not come out. Offer complimentary appetizers or a lunch/dinner certificate to J, to turn around her experience.

Big hint to the GM, if a customer is unhappy asking to make the situation right, it's because what you're offering is clearly not enough. For this size restaurant, you are clearly a rookie. Step up and do the right thing. And while in conversation, don't gesture to all the guests at happy hour that our review...

This restaurant truly impresses with its gorgeous views of the bay bridge and a beautiful, stone-inspired interior that effortlessly creates a Spanish ambiance. There are multiple rooms and plenty of space, including an event space, making it versatile for any occasion.

Mediterranean Spreads (4/5): All three sauces/dips were incredibly rich and creamy, a delightful start. However, the price felt a bit steep at $21 given the portion size.

Arancini (4/5): These corn and mozzarella-stuffed bites were nicely crisp on the outside with a decent, though not particularly special, flavor on the inside. With only three to a plate, they didn't quite justify the cost.

Tomato and Lemon Cucumber Salad (3/5): This salad was tasty but nothing remarkable. I'd suggest skipping it for something more unique.

Lamb Skewers (3/5): Unfortunately, the lamb was overcooked and chewy, which was quite disappointing.

Chicken Slider (4/5): A standard fried chicken with coleslaw, it tasted good but was pretty much what you'd expect to find at any basic shop. Not worth ordering here for a special experience.

Paella (4.5/5): Highly recommend this one! The shrimp and chicken were really tasty, and the presentation was great. While it looks big, it's a very shallow dish, so it's enough for perhaps two people to share. For a group, you'd definitely need to order multiple.

The items on the menu are a bit costly, and they have a small, curated selection. It would be nice to have a few more options. A big plus was our waitress, who was kind enough to let us order a few items from the happy hour menu even though we weren't...

We were visiting from out of town and wanted to have dinner close to the water. Sens had good reviews and a fair volume of reviews so we thought we would give it a go.

Upon arriving it took about 30 minutes before any one asked us if they could take our drink order. Once our drink order was taken, we asked for a food menu. We received our drinks and no food menu. So I asked someone else working if we could have a food menu. It never showed up. The people at the table next to us gave us their food menus instead.

Once we ordered our food we, we asked for water while we waited. We did not see our water for probably 30 minutes.

When our food was delivered, I was a little surprised at the portioning. We got the ribeye and short rib. For $50 you would except more than a 6 oz rib-eye and 2 oz of short ribs. In my home town you can get a 16 oz 1.5" thick prime ribeye for $52.

The dessert was dry and small like it had been set out for a while then served.

The drinks were good and strong and the sorbet with the dessert was good. All in all our visit took about 3 hours. 1 hour to get drinks, 1 hour to get our food and 1 hour for dessert and to pay.

If it wasn't for the nice views and up heat atmosphere that Sens offered I would give this...