Shandon Court

We had reservations for 17 people made 3-4 weeks in advance for 1:00 on a Sunday afternoon. There were only 2 other customers in the restaurant area and a handful of people at the bar. We received a basket of rolls 75 minutes after we were seated. The service was very slow and by slow I mean we couldn't get anyone to take our orders in a timely manner and our meals (simple sandwiches and salads,) were not served until 2:40p....1 hour and 40 minutes after we arrived. We had to repeatedly ask for ice, refills, flatware, etc.

When we received our bills, everyone noticed that our iced tea and coffee refills were all charged at the full price of $3.00.....meaning my 3 teas in SMALL glasses cost me $9.00. Now wouldn't you think that because we waited and waited for all services and our meals (for nearly 2 hours,) that they could have at least comped our non-alcoholic drinks....not so- my bill for 2 non-alcoholic drinks (with refills) cost me $15.00. Tea and coffee are the CHEAPEST beverage to make....so our $15 bought about 50 tea bags and 2 cans of coffee.

Yes I did speak to the staff. I waited over 10 minutes to speak with a manager....only to find out the manager was not in on that day. The staff was unable to provide any customer service bill adjustment and said that 2 months ago a server was fired for comping a beverage. Sad to say- there wasn't one person in our party that said that they would dine there again because of the long wait for all requests and the poor customer service. When reservations are made well in advance, it is the expectation of the customer that the establishment is going to be prepared to handle their needs.

Lastly, talk to your customers: tell them that meals are running late because _______, list on the menu that there are no free refills, and apologize for the poor service. Own your shortcomings.....it goes a long way!