Local's Family Diner — Restaurant in Southport

My family has been going to Locals when visiting Southport for several years, it’s always been one of our must-go places to eat. Today will probably be our last visit, and here’s why. This morning at 9am, we arrived and had a short wait (no problem). We’re a family of 6 and expect that. But shortly after being brought to our table — the large one in the back room — we were forgotten about. Nobody greeted us, nobody asked for our drink order. We waited and waited. Other families and groups were being seated, served, etc. Finally, another server told us that our server would be coming shortly. 30 minutes later, she arrived. No apology, just asking for our drink order. We went ahead and ordered our food in order to speed up the process, figuring it would be awhile. We received our drinks and waited for over an hour for our food. We were forgotten, watching other families and tables being seated, served, and eating. The two tables in the vicinity of us got amazing service, despite being seated after us. They were able to eat, chat and leave before we even had our food. Other servers and staff were looking in the room often, almost in disbelief at our situation. Keep in mind, the restaurant was NOT busy. Our server was standing at the corner station not doing anything, so we weren’t sure what was going on. Finally, we receive our food from a hostess, no apology or explanation for the wait. Our server finished bringing the rest of the food, mentioning something about us “waiting awhile” but again not apologizing for it. After we eat our cold meal (we think it probably sat in the kitchen awhile, otherwise why would it be cold?), we’re just ready to leave. It’s 10:30 at this point. We finally decide to just get up and head to the counter and pay, because waiting for a check would probably mean another 30mins. The hostess was rude, asking “where were you sitting? I don’t have the ticket” despite her seating us and WATCHING us sit in that room all morning! Our server finally came over, and again, no apology. The check was brought and we paid, leaving an undeserved tip for the worst service we’re ever experienced, especially for a place like Local’s. We would have said something in person, but we were honestly in disbelief at the horrible service and lack of common sense by the staff and didn’t want to cause a scene. Disappointed is an...

I thought a lot about submitting this review, but then after returning home from a week vacation the July 6 - 9th, 2015, I figured, If they did it to us, they'll do it to others and think it is OK, but it is NOT! I have been a restaurant GM for 6 years in the past, and went to Restaurant Management School through Concept Development, INC, and was taught that you NEVER refuse Service to a customer, because you want to hurry up and go home, NEVER! We love Southport here in N.C and travel to this little town several times a year, as my grandkids just love the town. We have been to this "Local's Family Diner" before and never had an issue, until this visit. We had decided on a late lunch as we just did a round trip on the Fort Fisher Ferry and the kids just love to ride and to feed the seagulls. It was about 5 min. after two when we walked into the restaurant, and it was about half full; people were still being served and eating. The neon "OPEN" sign was still on in the window and a Caucasian woman behind the counter I would guess to be around 40 with long light brown hair acknowledged us as I held up my fingers for 4 that we needed a table, please. She immediately said, Sorry, we are CLOSED! I immediately looked at the window and brought to her attention that the Open Sign was still on and asked what time they closed.She replied, "2:30 p.m., we close and we want to get out of here!" I asked if we could get just a small bite to go for my 7 & 9 yr. old grandkids and she said "The kitchen is already shut down!! No apology, Nothin! So I told her they should turn off their Open Sign, and she replied,"Oh we are officially Open, but Not!" So we left, went to Mc Donald's further down the road. I know she knew better as any one in Food Service knows that even if it is one minute to Closing you NEVER turn away any customer and if the customer wants to dine in, you allow them to stay and enjoy their meal and your hospitality! Further if the kitchen is shut down already, this is something that takes a while to do, so they started this way before 2pm. "BAD FORM, Locals, BAD FORM!!" IF THIS WAS MY ESTABLISHMENT, COME THE NEXT DAY, THIS PERSON WOULD BE TURNED AWAY, OUT OF A JOB! When we notified the Wingate Hotel GM, who recommended this restaurant to us, she said she would no longer send anyone there!

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Our experience at “The Local’s” was highly unanticipated, and took the majority of our party by surprise. When we arrived (approximately 0556 p.m.) we were greeted outside by an employee that proceeded to advise our party, upon our next visit, we should try to call in advance so they’re able to warn the kitchen and staff for preparation purposes. Not exactly how I would’ve made a first impression myself, however, we proceeded inside in an attempt to make our experience as enjoyable as possible. Our assigned waitress, quickly gathered our order and submitted it to the kitchen. Like any/most restaurants (especially close to closing) there were a few items that we were told needed to be substituted. This was not an inconvenience to the guests in our party whatsoever, and our wait continued for our main course to be served. By this time our appetizers had already been delivered, and the Hot Crab Dip was definitely a hot topic. My three year-old even was absolutely shoveling this stuff in. The seafood chowder was not impressive in the slightest. Shortly after, our food was delivered and to our surprise, they had substituted all of the green beans requested for the entire room with peas! This was not communicated in the slightest, and definitely caused several of our guests to be upset. This was handled by our waitress who also had not been made aware of the switch. At this point, things started to go south. One person never received their salad, and was told that their order had never been placed to the kitchen while also never receiving their side of mashed potatoes to go with their steak. One had ordered a well done steak, requested it be cooked to order once it was observed to be heavily undercooked, and rudely had the plate taken from in front of her because the chef was upset and needed to see what was wrong with the steak. None of these instances were any one persons fault, but collectively, this was not the place to be for a family of 12 not including the two toddlers and an infant. We may be back, but earlier and definitely with...