Zipps Sports Grill — Restaurant in Scottsdale

This is our favorite neighborhood spot that we have been coming to for years . Tonight's experience was beyond unacceptable . We get there and while we wait to order my son tries to play the two games in the corner and it eat our money . Not the first time . So the manager comes over and gives us $2 in cash . Machine eats that again . As a restaurant operator myself I suggest he puts an out of order sign to which he blames the kids who will just take it down anyway . Ok, so your judgement is questionable to me already ! You're just pulling cash from the drawer at will leaving it short handed ? It was 4 of us that dined in . One of the items we ordered was a burger no bun and it came out completely cold . So we just sent it back and ordered chicken skewers instead . Halfway through our meal we wanted to order the chips and salsa. Instead of salsa we asked for extra guacamole instead to which we were told it's not a problem . The guacamole arrived and it wasn't like we have ever had before . It was so spicy we couldn't eat it . So somebody is not following a recipe or it was made wrong ! We didn't eat it and told the waitress . We have been coming here for years and we have never had this many misses back to back before . We get the bill and not only is the burger we sent back on there but we were charged extra for guacamole we were told we could swap for salsa . So I question the burger only and the manger had the nerve to tell us that because we ate some of it we have to pay for it even though we didn't like it . The waitress was apologetic and said I'm sorry I tried to get it off your bill but my manager said you ate it all ! So this is customer service and this is what you are telling your staff to say to customers ? At this point we are all very upset and we ask for the general manger and unfortunately somebody I never thought would be in that position is the actual GM . So he comes over and tells us that the owners hold him accountable for the charges and laughs about it . Tells us we ate all the food and then once again gives me $2 in cash as a refund for a side of guacamole ! Is this real life ? Why is this guy pulling out cash for refunds as he pleases from the register ? I thought it was disrespectful as I kept explaining it's not about the money but the lack of customer service . I even mentioned I myself run restaurants as a GM and that's the at he handled this is very poorly . He offered to do nothing and seemed very happy to give me the information on how to contact you . This person should not be in a leadership or customer service position - Cobi? Even on my worst shift would I never think to do absolutely nothing about a poor experience . We all know it's not worth the burger comp . My son and I have a tradition of coming to that location every Tuesday after I pick him up for school ! I'm never comping back and I will use this forever as an example in my meetings on the leadership not to hire and an example of how to handle a situation differently . In our business Ive learned to tolerate any service because I understand the other side . This is the first time in my life I have written a novel and a bad review about a restaurant experience . This is unacceptable...

So, I have been to Zipps 2 or 3 times now and always had a great experience. Tonight, however, was a radically different story. A coworker of mine texted me late afternoon today and asked me to meet her for a drink and a convetsation. She had had a bad day and was in need of someone to listen and a shoulder to cry on. We had been to Zipps in the past and always had a great experience. Tonight, however, was a different story. We came in late afternoon with the intention of some food and cocktails. After a couple drinks we decided to play some pool. After a game of pool, with some food and drinks on the ledge next to the pool table, we went outside to have a cigarette. While we were outside, for only a short time, and visible through the window, I noticed the staft coming by clearing the area. When we came back inside, the unfinished and barely touched pizza and drinks we had left were gone. Coming back inside, I said to the people I was with that wasn't right. They responded that it wouldn't be addressed appropriately and I should just let it go. I didn't want to let it go, after being in the service industry for over 20 years I felt as if it needed to be addressed. My friends disagreed, so after a brief disagreement I left. I work hard for my money and what's right is right. After leaving, one of my friends informed me that the bar manager asked them if everything was alright, and made comments about kicking people out. I immediately called and spoke to the manager who said he was trying to make sure everything was ok. However, he never offered to get my name or replace the items that had been thrown away. We're not talking some mostly empty drinks or mostly eaten food. There was a full piece of uneaten pizza and a full vodka and cranberry, among other things. In the 40 plus years of my life I have rarely, if ever, left a bad review. However, with such blatant disregard for the reasonable steps of service, I felt it was important to leave a review to let people know what they can expect here. As I stated earlier, I have been in the service industry for over 20 years, and I am more than aware of how management makes things right. That didn't...

When i was younger i worked for Goldie’s and had a long history of industry experience from my teens to college. i also frequent this zipps often as i live up the street. I was in disbelief by the treatment i received from their manager Jackson and their training manager with the brunette hair tonight. My order came out wrong twice by the time the rest of my party was done eating so i was told they would remove it from the bill and give me “zipps dollars”. bill came with my dinner on it that i never got/ate. their remedy was 3 sheets of $5 zipps dollars after i ate nothing watching my party eat obviously as their way of ensuring i came back and spent with them. i had words with Jackson before leaving and was given an ultimatum, give us back the zipps dollars or pay for a dinner you did not eat. In what world is this dining industry etiquette?!? furthermore, i learned both the waitress and training manager lied and said the way it was prepared was right as if i wasn’t the customer. Other restaurants i frequent in these rare instances would remove the bill for the meal never made right/ served right and give a gift card. but not at neighborhood friendly zipps on frank lloyd wright. i was basically treated like a liar and left just as hungry as i came. i gave back the zipp paper printed dollars as i surely wasn’t paying for something i never had received / nor was prepped to order… and to add insult to injury i witnessed my waitress and the managers laughing about it on my way out while staring at me. wow has customer service gone down hill and apparently at this establishment the customer is never right, only the managers and...