Thirsty Duck Sussex — Restaurant in Sussex

PLEASE READ TO THE END!...Just wanted to share why I am giving 1 star, this is long, sorry!! I have worked in the restaurant industry at a very fast paced restaurant as a hostess and understand the industry but I am not exaggerating about this... This is not the first time we have had a problem with our food but, I ordered a carryout order, was told it'd be ready in about 15 minutes, told her that was perfect because I was 15 minutes away. I arrive at Thirsty Duck and the hostess wasn't even at the desk. I then waited approximately 15 minutes for her to return, two parties one party of 11 and one party of 4 walk in. Hostess ignores the party of 4 and I (I'm just waiting for my carry out order which would've taken 2 minutes to grab) she seats the party of 11 for their mini bowling lanes then while they are gone another party of 4 walks in wondering the wait for mini bowling. The hostess then returns and still does NOT take care of me and the first party of 4. They 2nd party of 4 wonders how long it'll be before they can do mini bowling, the hostess quotes them a wait, so the guy goes well can we be sat at a table to eat, she says sure then goes to attend to that party that came in after both me and the 1st party of 4. so before she walks away from me I say is my food almost done, or when will it be done? she said it's been done I will grab it on my way back, mind you now ive been waiting for about 20+ minutes. I take my food, stick my chewed gum in between the two pieces of wax paper and then eat some of my chicken tenders, as we're leaving and my food is cold. We turn around and bring it back. hostess apologizes and gets me new food, but not even 5 minutes later someone brings out my food. As I was eating my food I realize it's in the SAME EXACT container with my chewed piece of gum. They just stuck my pre bitten food back into the fryer and or microwave...skip to today manager calls back, long story short. she made excuse after excuse, my significant other told her he is a chef and can tell when things have been re fried microwaved, etc. but then told my significant other "I'm not calling you a liar, but I know my chef would never do that; our hosts are just teenagers, but that's not an excuse..." 1. you were not present so how would you know. 2. your staff can be completely different when managers are there. 3. Why isn't there a manager on duty at all times??? She then told us we would get a refund in gift card form, that's perfect! They hang up and 5 minutes later we get a call back asking to delete a review that significant other posted as she resolved the issue. I told her no he will most likely not delete it as that is just how he feels, but I would still speak with him about it and could not force him to do something he didn't feel comfortable doing. She then became unprofessional when I also told her we both work in the industry and understand things happen but the fact my food was reheated/re-fried instead of being freshly made again AND put into the same container with my chewed gum was an issue especially health wise and with covid-19. she then said again " I can tell you for a fact that my cooks/chef would never do that in the 4 years I have been here" she then said well have a good day and hung up. She seemed to barely care about really trying to fix the situation about our food, even though she comped it and were getting our money back. was very unprofessional and became very rude when we spoke up about my food. I will be contacting the Zierath Restaurant Group and talking to someone who can really resolve this problem with this restaurant. Edit: she commented on my significant others review and took back our gift card... not very...

We have been here several times for Trivia Night and overall it's been pleasant. Last night was going fine until I got my bill and now I question whether I want to return. I ordered a glass of Buffalo Trace, neat. When we got the bill at the end of our stay I noticed that not only was I charged for the drink but also and extra $5 for a neat pour. While discussing this with my waitress, another member of our party also noticed he was charged an extra $2.50 for a neat pour of Southern Comfort. I went to the bar and asked for an explanation for the extra charge and was greeted back with "that's just how we ring it up." I asked again for them to explain why 1 oz. of liquor costs $5 more for a neat pour and was given the same answer. I tried to explain that 1oz. of liquor is 1 oz. of liquor whether it is neat or on the rocks and was again greeted with the same robotic response. I was asked "what can I do to make this right," and my response was simple. Stop overcharging your customers for booze. This was no special order. This was a simple order of a 1 oz. pour of bourbon and you are ripping off your customers. Something else I did not realize until just now as I'm writing this and looking at the attached receipt. I was charged for a credit card surcharge and I paid CASH. Strike two! Your bar staff was rude and could not give me a straight answer to a very simple question. In conclusion I would caution anyone that patronizes this or any other ZRG group restaurants to look over your receipt very carefully. But be prepared to be stonewalled at the bar should you register a complaint. It is my hope now that this review reaches the highest level of management for ZRG restaurants. I don't want a refund, and I sure as heck don't want any gift card. I would like you to stop overcharging customers with b.s. fees, stop adding surcharges for a cash buy and train your bar and management staff some common courtesy to a customer that had a legitimate complaint.

Response to your response. If the explanation was that simple, then I should have been told that when I asked the question three times rather than being told, "that's just how we charged it." I didn't ask for a 2 oz. pour I asked for a pour neat. If that is 2 oz., then fine, but I was not informed of that. Had the bartenders answered the question, I would have likely been satisfied. However, that is not what happened. If you are going to charge more for a pour of alcohol, then tell me what you are charging me for rather than stonewalling me at the time. How about some common courtesy from your rude bartenders that stonewalled my question three times?

Regardless of your "explanation" of the charges, the result is the same. Your bartenders are rude and considering some of the past reviews of this place, it seems to be a common thread. And if you are going to credit the cc fee, why have it on there in the first place? You are just inviting an argument when...

Went and ordered a Ruben for carry out for my girlfriend. Found a broken toothpick cooked with the sandwich she was eating. I had called the restaurant the minute we had found that and the host took my information down and had told me a manager wasn’t on site and that they would get ahold of me. They never reached out even after I had called twice since. I would never recommend going here as the Kitchen staff/ managerial staff doesn’t seem to care about their patrons. I would give it - stars if I could. ( trying to figure out how to post a picture )

I would also like to note this isn’t the first time we have had a problem with food.

In response to the ‘owner’

Though our situation of reaching out to me ‘this’ time and doing a refund in the form of a gift card, still does not change the review or my view of the situation. We had called our order while on our way to the restaurant about 10 minutes out ( when your host said the food would take about 15-20 minutes). We were there in 15 minutes. My girlfriend had to stand at the host stand for over 30 minutes in total to wait for her carry out order. While I waited in the front inside the car with my son.

Using the same takeout container my girlfriend had in the first place which had her chewed gum on the inside of it and also either ‘re-frying’ or microwaving the chicken tenders she ordered. As the dried out insides indicate that. Which I would like to mention I am a chef at a restaurant so I absolutely know those signs.

In the health aspect During times of Covid even re-using the same To-go container is completely unacceptable when it has touched so many hands.

I also would like to mention your attitude during the phone call was less than professional as trying to rectify the situation was basically calling me a liar.

I have been a customer for the last 3 years of the restaurants business and I have enjoyed them until the last two months where we had two incidents.

The gift card is yours to keep, as I will not be dining in / taking out from there again. Thank you and have a...