Hobbit American Grill - West — Restaurant in Tallahassee

If I could give ZERO STARS I would. My friends and I went out to dinner at the Hobbit American Grill on Pensacola street in Tallahassee, Florida. After entering the establishment my friend took a LOOK at a few brownies that were on display. Due to the lack of presentation and quality of the brownies she decided AGAINST getting the brownies. We sat down and enjoyed our food. Later on the checks came out and my friend had an extra charge on her bill which included “a brownie.” My friend inquired about the extra charge and the waitress (Daisy) aggressively stated “My manager said you took a brownie.” So my other friend stepped in and asked to speak to the manager (Josh) that made these accusations. He angrily approached us. We kindly asked the reason for the brownie charge because she hadn’t taken a brownie. We explained that she simply looked at it, but he insisted that she “stole it”. Mind you this is a brownie for $2.50. If she stole something why would she sit there and order a meal and then pay for her meal? We demanded that he (Josh) checked the cameras because we knew she did not take the brownie. 30 minutes later he came out and yelled “I saw you steal the brownie but I’m going to take it off your bill. You three are never to visit this establishment again” My friend then proceeded to ask if this was a race issue to which he responded “we’re not going to get into that. ” (which honestly make me feel like the accusations were racially motivated) In efforts to clear up the situation , my friend asked if we can see her taking the brownie on the camera. He denied us access to enter the camera room.(which was another red flag) but my friend asked if there was someone who was eligible to watch the camera to see the interaction. The manager (Josh) then grabbed another manager (Chris) who stepped in. He came over and we explained the situation to him. He then went into the room to see the cameras. Another 30 minutes passed, both managers left the camera room and the first manager (Josh) angrily left the building and the second manager (Chris) came over to us. He simply stated that there was no clear evidence of my friend taking the brownie. The second manager (Chris) apologized for the altercation but the neither the accuser manager (Josh) nor the waitress (daisy) approached us to apologize for their actions and behavior. I’m extremely dissatisfied with the service that my friends and I received and I honestly believe that we were racially profiled. These accusations were discriminatory and I am in shock that this is how employees treat customers at this establishment. I will not be returning to this restaurant and I plan to call their corporate office and the better business bureau to file a complaint because they clearly need training as to how to deal with customers in a respectful manner. I have been eating at this restaurant for almost 2 years now and I am so disgusted by their service that I refuse to ever spend my money...

Never in my life…. As a previous bar owner and bartender never have I seen this happen twice to us (keep reading) …. Hobbit on Pensacola THE WORST!! Illegally they charged us at the bar, twice now for 20% gratuity when our friends and family met at this establishment at different times seated at the bar area (non-tabletop). Each party walked in separately to where my husband and I were sitting. We always invite our friends and family out to join us. We wanted to watch the Lady Noles play. Friend waited several minutes before even noticed and we had to order for one of them to even get them a drink. We are big tippers and to way over 20%. Principal…you don’t do this to people that come in to an establishment normally at least once to two times a week.

First time okay they messed up. Was told staff had a meeting and this was mentioned and will not happen again. Lol guess they forgot to give this memo to all!

The Bartender was non-chalant and never mentioned she had an issue with anyone. Then goes and complains that our group was harassing and mean. We tried to make amends and understand why there was an issue but the Manager wouldn’t explain the problem.

The Manager then charged everyone in our group a 20% gratuity….which is illegal.

Response:

First- my name is spelled Katherine.

Second - of course I understand the charge of tip when someone walks out of a tab. We did not walk out and they handed our tabs to all of us. No one left a tab opened. We also asked to have our rewards applied to our bill and it was not. Only the 20% tip was added to all our tabs.

Third - no we were not intoxicated and if we were then it was your establishment.

Fourth - no one causes problems ever with your customers or staff. If you called trying to get the attention of the bartender as one, that is totally ridiculous! A customer should not wait to be served over 15 minutes in any establishment. Especially when it was not packed.

Fifth - I do not believe no one was filming this at all and if so then we should post it on social media, it was totally uncalled for the way people are treated in your establishment.

Bottom line you lost our business and by the looks of your reviews… everyone completely agrees. I also think you should get the facts straight before you post.. Every tab was...

WORST CUSTOMER SERVICE EVER - If I could give ZERO stars I would!!!! Today I placed an order via phone, as I have many times before as I frequent this location. I ordered a chicken wrap with fries & ranch. The young lady who took my order over the phone confirmed the ranch would be on the side instead of inside the wrap, which was exactly what I wanted. I arrive to the store, paid and checked my order - which is when I noticed my side of ranch is missing. I notified the young man assisting me. He proceeds to go back to the kitchen, and returns to tell me to check inside the box, which I did again this time in front of him. He goes back to the kitchen again and comes out with a girl telling me the ranch is on the wrap, and now I must pay for any extra ranch. I became very aggravated at this point because there’s no ranch even on the wrap and now my food has been exposed several times to fingers pointing over it, ALL TO CONFIRM THERE WAS NO RANCH GIVEN TO ME. I mean how many people does it take to see THERE’S NO RANCH….Another female employee watching all of this unfold sees that I’m aggravated and asked if I’d like to speak with the manager. The manager, James or Justin - white guy dark hair and beard - comes out and I again open the box FOR THE 3rd TIME and ALSO unfolded my wrap this time to show THERES NO RANCH WHATSOEVER. The manager then tells me “Your slinging food” …SERIOUSLY??? Yeah ok, some of the wrap got on the counter when I opened it, but me SLINGING food at them is an overly dramatic accusation. What makes it even worse, this so called “Manager” doesn’t apologize at ANY TIME to me. I asked that my order be remade at this point because all of the hands that have now been over my food. They remake my order, WITH SIDE OF RANCH, and manager proceeds to tell me TO NEVER COME BACK. WITH ALL DUE RESPECT - Even if I wanted to, I WILL NEVER SPEND A DIME AT THIS ESTABLISHMENT AGAIN! This is not how you treat your customers, OVER A SIDE OF RANCH. It’s funny how this place was also VERY EMPTY and closed two days out of the week I’m sure because SLOW/NO BUSINESS! Not to mention, other customers were bringing their food back for NO SAUCE ON THEIR WINGS…this place has seriously gone down hill over the years. The owners of this place need...