Pearl Dive Oyster Palace — Restaurant in Washington

Dear Pearl Dive Management,

I am writing to express my extreme dissatisfaction with the service I received at your restaurant today, Friday, October 25th. I had placed a to-go order with a manager named Tara, who confirmed the availability of the lobster rangoon and provided a pickup time of 3:45 PM and assured me my order would be ontime. This was after speaking with an initial staff member in the restaurant who stated that the full menu wasn't available even though there is no place on your website that states this.

Upon arriving at the restaurant, I encountered significant delays and confusion. Despite being aware of my order, multiple staff members inquired about my status, and the manager and hostess were occupied in the kitchen. Eventually, I was informed that my order was still not ready and would need to be canceled if I was unable to wait any longer. I believe the root of the issue lies in a breakdown of communication between your staff and the kitchen. It seems that my order was not even started until well after I arrived at the restaurant.

I was particularly disappointed by the lack of urgency and professionalism displayed by the manager, Tara, who I had to ask to speak with instead of her taking the initiative to speak with me directly since she was the one who confirmed and promised my order. Her sullen demeanor and dismissive attitude were unacceptable. It is crucial for restaurant staff to be able to communicate effectively and accurately with customers, especially when there are delays or issues. If the general manager is unable to do this how can we expect the rest of the restaurant staff under her leadership to do so. Effective communication and accurate order processing are fundamental aspects of the restaurant business, and the failure to meet these standards resulted in a significant inconvenience for me. Not only was I late to a meeting that I had already pushed back to be ontime for my pickup time that Tara provided me but I then was still leaving without my lunch.

I hope that this feedback will be taken seriously and used to improve your service. Clear and transparent communication, especially regarding menu availability and order processing times, is crucial to ensure customer satisfaction. I want to be clear that I did ask to speak with Tara's manager and was given a business card and told there was a email address i could reach out to on the business card. There was no email address on the business card. Again extremely disappointing if she truly is your general manager as she stated.

I am concerned that this incident may tarnish the reputation of your restaurant, as I have several upcoming events planned at Black Salt. I hope that this experience will not be indicative of the service I can...

I'm always a bit hesitate in bringing a large group to a restaurant that doesn't take reservation. But with a few friends joining my initial group of 4 at the very last minute, it was near impossible for me to find a reservation in the 14th/U Street neighborhood anyways. So we took our chance and decided to show up within the first hr of opening.

Surprisingly, the restaurant was near empty when we arrived. Nevertheless, it took the hostess almost 15 mins just to put two tables together for my group. And even after putting the tables together, she "forgot" to seat us and left us standing by the main entrance for another good 10 mins. She and my group literally stared at each other blankly before we asked if we may be seated. What an awkward start...

Our server wasn't particularly warm either and seemed agitated to learn that my group wasn't interested in ordering any raw oysters or drinks other than coffee. Honestly ain't nobody got time for that - we simply brushed off her attitude and focused on what we came for - good food and company!

My group ordered various brunch entrees - catfish BLT, shrimp po' boy, French toasts, omelet, seafood crepe, and who can forget... the Pontchatrain - this dish was a total knock out - 2 poached eggs (my fav!), blue crab, tasso ham on English muffins doused in crayfish, cayenne Hollandaise sauce served with a generous portion of fingerling potatoes and lightly dressed greens. A total regret of not getting this dish (although my husband ordered it - I only had a few bites since my husband loved it so much.. he didn't even offer me to try! I had to sneak in a few bites while he was distracted!).

Instead I was a fool and ordered the seafood crepe - doughy crepe skin filled with undercooked cubed potato and mushy spinach reminiscence - the seafood? 4 tiny fried oysters still drenched in oil "assembled" aka dumped next to their signature crepe. I understand that this dish came from "small plate" section but for $12 - I expected more than 2 bites.

Overall - other than the Pontchatrain, all the other dishes were underwhelming (The omelet and French toasts were barely touched), but the service did improve (yay to coffee getting 2 refills). However with most of the brunch entrees averaging upper teens, I had expect something beyond mediocre.. or at least complimentary bread to start. Perhaps brunch is not Pearl Dive's strong point. I would consider coming back for dinner but definitely would not go out of my...

We went there twice. I have to say that food and service is great. However the host at the front door is so rude that we entirely changed our thoughts about this place. This note is to the upper managment and to the owners/investors. Please kindly note that the first person who interacts with the customer is a reflection and representation of your place.

The host should also learn how to talk with kids. We had four kids with us and the way he spoke to our kids was not acceptable, as if he was kicking them from the next Table. Our kids were just playing with their cell phones at the next Table which was vacant. He approached and told in rude and ice cold manner that the kids needs to leave the Table. Only after 15 to 20min he brought new guests to the table. Mister you have no right to speak in such a way to our kids. After a very nice night where we had a party of 8 in a small table (which we all accepted and were happy to be together) , this attidue just made us loose our entire appetite and appreciation. Someone should teach this host to speak with the customers and with kids in a polite manner. After all the customers are the bread and butter for resteraunts. If the host is not happy to stand at the front, welcoming guests, doing what he is doing, he should look for a new position.

The second event just triggered it for us. It is totally not acceptable when your host walks again to your table and tells you to that you have to leave in the next 15 min just because that we had two hours limit. It is also not acceptable when he tells you this in a very impolite manner, as if he telling you "get the hell out of here" . Especially this was a suprise because there was no such rule just couple of night ago when we were with four my friends.

To the owner or owners of this restaurant: Please kindly pay attention to the selection of personalities when you assign someone to be the host and to be your reflection of your investment. Especially consider yourself if someone talks to your kids in a rude manner where you are just trying to have family dinner and then approach for a 2nd time tells a party of eight to leave in the next 15min. If this were to be the rule he should have noted it before we sat. This is not...