Kickback Jack's Suffolk — Restaurant in Suffolk

Lenny, the manager at Kickback Jack's (College Drive, Suffolk, VA), NEEDS to be FIRED immediately. I have NEVER in ALL of my life been DISRESPECTED nor EXPERIENCED the level of UNPROFESSIONALISM by a manager in an establishment like I experienced this past Sunday, April 27th.

The Facts: Lenny refused to seat four (4) elderly members in our party of 35 for 45 minutes when there were ZERO benches available in the common area for them to sit on. HOWEVER, during this time, there were 27 seats available in the section where they were planning to seat our entire party of 35 people.

When we asked Lenny could he explain why they couldn't be seated, he responded, "The rules are the rules. Everyone has to be seated at the same time. Do you want me to change the rules for you?"

When I met with a different manager at Kickback Jack's on Wednesday, April 23rd, she wrote everything down (35 people, 3:15 pm arrival time, etc.) including my name to leave for the manager that would be on staff on Sunday. She did state that it wasn't a reservation because they don't officially do reservations, but stated she was leaving the note for heads up. She instructed me to call at 2:15 pm on Sunday, April 27th (I did as she stated.). She also said as long as most of our party was there, we could start being seated as soon as the tables were ready.

At 3:18 pm, we had 22 people present at the restaurant on Sunday, April 27th. By 3:25 pm, all 35 of our people were there.

When I asked Lenny at 3:18 pm if they were working on the tables for our group, he stated, "We don't hold tables. You can't be seated until your ENTIRE party is here. If the tables are gone by that time, then the tables are gone!" I told him that wasn't what the other manager told me when I met with her (in person) on Wednesday, April 23rd. His response, "Oh well. That's our policy!"

At 3:25 pm, EVERYONE in our party of 35 had arrived. I informed him. He then stated, "Well, until 2 people sitting in the section for your party is finished eating, none of your party can be seated." At this point there were 27 EMPTY seats and 2 EMPTY booths in the section where he was putting our group. This was MORE than enough space for our group of 35 people.

We asked Lenny, "Why do we have to continue to wait to be seated when the seats and 2 booths were EMPTY and our entire party was there?" By this time, it's now 3:55 pm. We are still waiting for 2 people to finish eating, so our ENTIRE party of 35 could be seated. This is when I inquired about the four (4) elderly people in our party being able to sit down since they had been standing for OVER 35 minutes. His response, "NO! Everyone has to be seated together. IF YOU DON'T LIKE IT, THERE ARE 4 GLASS DOORS THAT YOU AND YOUR ENTIRE PARTY CAN WALK OUT OF AND GO SOMEWHERE ELSE." He also pointed his finger in my cousin's face pretending as if we had done that to him (We did NOT!) We both replied, "You better get your finger out of her/my face. Where is your manger?" He stated, "I am the manager." We requested to see another manager. His response, "I'll go get him, but he might not even seat you."

The area director, Donald, came out to speak with us. He listened to everything that had happened. He apologized for Lenny's behavior and stated he would talk to him about the situation later. We were FINALLY seated at 4:05 pm.

I frequent Kickback Jack's because I live 10 minutes away. We enjoy the food and the servers are always helpful, kind, and professional. Although our guests enjoyed their food and our servers, I was too irritated, on Sunday, to thoroughly ENJOY celebrating my husband, niece, and nephew's birthdays which is why all 35 of us gathered at the restaurant.

It is very CLEAR that Lenny DOES NOT need to be a manger nor work in any aspect of customer service. His level of BLATANT disrespect and unprofessionalism was unnecessary. I will say again, "Lenny needs to be FIRED...

We had the most awful experience, took them 1.5 hours to bring out appetizers and Salads. They forgot to bring out our children’s food ( French fries and chicken strips). We had to remind the waitress like 4 times. The drink I ordered sat at the bar for about 15- 20 minutes (our waitress took forever to bring it to the table) the ice was melted. They have a no return policy on alcohol. So I tried to just drink it. Then they put another person’s tab on our card. That was our last straw so I asked to talk to the manger. But the whole experience and the mangers attitude, she never once Apologized. She made everything 10 times worse. We had to request to speak to her, she sent the bar tender out smh. When she finally did come out she was extremely rude. Told us she took the salads off our bill so we should be good. I tried to explain to her it was not a money issue. We just didn’t like the way everything was handled. I’m a company owner myself, so I know how some days are hard. But it was her attitude that made everything even worse. Again, never once apologized for any of our troubles. And when I asked for the corporate number she told me she didn’t have it and to look online. Her whole demeanor made me extremely frustrated my hands were shaking and I spilled my drink. She told us due to her taking off the salads we should be good, and because we are still mad ( about them putting another persons bill on my card) we are now being rude and told us including my children we had to leave. One of our children still never received her food by the end of the night smh. My little one had to pee but by then she asked the cook to come out to make sure we left. That was extremely uncalled for we were already in the process of leaving. We were regular customers, due to us living very close to the restaurant. But we will never go...

My family and I just visited the Suffolk location for Mother’s Day. We arrived with 7 guests and asks the manager, Lenny, if we could still be seated. Apparently, there was some miscommunication about what he could accommodate, which I was not privy to. However, we waited 30 minutes to be seated. At that point, he told us we’d be separated and sat us across the restaurant from each other. We then asked if we could, at least, sit near each other, so we can still have a great Mother’s Day dining experience. He said no. His stated reason was that he wanted to make it fair for his wait staff. That excuse did not make much sense given there were two open tables near both of our tables, and other guests ended up sitting there anyway. What was most disturbing was that we noticed a white family of 7 sitting together in a booth. When we pointed it out to Lenny and asked if we could be seated as they were, he disregarded it and said the other open tables were for someone else. We feel incredibly mistreated and disrespected. I understand if there was really a challenge to seat us. But we saw several ways that we could have been accommodated, including sitting together just as the other family of 7. Instead, he intentionally sat us separately, and even stated that the same person couldn’t pay for separate tables. That’s ludicrous and, quite frankly, it’s absolutely none of his business how the tab is paid. Lenny did display the qualities and characteristics you’d expect from a manager. And his comfort in choosing to treat patrons differently reflects poorly on the establishment. Lenny needs to go.

In any event, our waiter whose names escapes me was excellent, as was the other staff. If management reflected the attitude of the staff, this would get 5 stars. We tipped her exceedingly well because she was excellent and...