The Reel Cafe — Restaurant in Wilmington

Oh boy! This will be a long one so buckle up and managers and owners hope you care enough to read about what’s going on at your establishment. I am a senior UNCW student who had the worst bar experience of my life tonight. I rarely go downtown as I hear a lot of negative things such as the bars are terrible, unsafe etc. and reel has always had similar reputation but have heard they stay afloat since they let people in underage.

After being informed a lot of UNCW kids both underage and of age would be at reel tonight we decided to go for a change of scenery since we usually enjoy beach bars. As soon as we got there 2 bouncers were checking IDs, a male and a female. The female had platinum blonde looking hair and a beanie on. Before even checking our IDs they immediately start haggling us in an rude tone asking for money for a cover. The female checking my boyfriends ID proceeds to say it’s fake, to which the male says “oh wait! these are fake?” With a confused look on his face after already telling me I could go in. She proceeds to look at my REAL ID and goes “yeah that one looks fake too so probably.” Refusing to give our REAL!!!!! IDs back, I informed them I would be happy to call the cops, ALE, whoever to have them investigate if my ID was real or not. She proceeded to escalate FAST on me, already starting the interaction off from an extremely hateful now to aggressive tone, to tell me she checks IDs all the time and just has to do her job and if I don’t like that I can “get the f—- out” I proceeded to say that’s fine, give me my ID then and we’ll leave. The male bouncer tells me to watch my attitude. I proceed to say I’m shocked they think my real ID is fake considering I personally knew acquaintances and mutual friends from college that were in there right now drinking it up underage. She proceeds to get in my face and tells me “You wanna question my job I will have you and all your little friends arrested and have this whole place shut down because I don’t give a f—!!” I told her I didn’t have friends in there yet, just knew many people on social media bragging about getting in underage. The male bouncer who was trying to just deescalate the situation proceeds to say “since I’m a girl” I can just go ahead and go in if I calm down and hands me my ID back. I said no thanks. I would literally never go back to an establishment that treats people like this, especially considering I was 100% sober too and the way the female bouncer escalated the situation so aggressively and got in my face for me simply questioning them in a respectful tone on my real ID. Reel has a cool concept and would’ve loved to enjoy my first time there but your employees ruined that experience for me and not to mention the fact it’s just a older townie crew mixed with underage kids that I guess are getting in through paying money since they were demanding we pay our covers immediately before even having our IDs checked.

Also, just FYI if a manager ever cares enough to read this post, reach out to me and I would love to show up in person with my REAL ID!! And provide additional details if needed if you care enough to solve the situation. Disgusting behavior and shame on you to the staff at reel tonight. Your bar has so much potential but the difference in what makes a good bar is the staff working and this is why I will continue to take my business to beach bars where I have never been haggled for money or had someone get in my face to threaten me over my real ID...

Not a pleasant experience - won’t return nor recommend.

We went to the Reel Cafe on Saturday of Azalea Festival. Google said they opened at 11:30 doors were locked but specials board was out front (11:50). About to leave, they came and opened the door sat us right away. We ordered three ice teas (1/2 & 1/2) waitress brought us 3 teas and they were hot and no ice. Asked for ice (took forever thought it was the end of the world to get ice) Ordered our food no problem, food comes out missing condiments (NBD). Waiting for our server to come back around and she never did. Flagged down the server helping with the tables next to us asked her if she could help with our missing items. She had such an attitude and acted like it was such an inconvenience. This is also the same woman / working bar area who told two ladies that came in to sit at the bar it was closed until 2- the girls left then other patrons came sat at the bar she did not say anything to them. 15 mins later still no condiments, drinks are empty. The server who took our order was helping all the other tables around except ours. Finally flagged down our original server after ignoring us asked for condiments once again. By the time she brought them out we were done eating. The food was okay but bland. Asked for a refill for the little one (tea) she brought us a warm tea in Styrofoam cup “like seriously you can feel the warmth thru the cup” it’s not called iced tea for a reason. Once again had to wait and find the server ask for ice. Then we sat and waited while the two ladies we spoke with just walked around helping other tables, we were done eating plates were stacked at the end of the table. Waiting and waiting I stand up flag down the server (once again) said we wanted to tab out she said no I don’t have your table anymore, the server at the bar does. Asked the server at the bar to help us close our tab, no I don’t have your table she does. I said ma’am our original server said she didn’t have our table anymore, that you did now you’re telling me you don’t she does. I don’t care at this point, I just close my tab please. Sat back down finally 20 mins later our tab miraculously appears. Paid it and left.

Prior to leaving we used the restroom (absolutely disgusting) one stall had no door. AC vents were covered in dirt, dust, and lint (years of caked on crap) so that is what you are breathing thru out the restaurant, no hand soap, stairwell filled with dirt, spilled drink and dust. Also, no elevator available to patrons who are handicap that need to use the restroom on 2nd floor. Elevator in the building has a poster for employees only…

After today’s experience we will never go back nor recommend it to anyone. Yes, it was Azalea festival but that didn’t have anything to do with the HOT iced tea, lack of attention from the “waitresses”. However, the overall lack of it being a “clean” restaurant is epic failure. They claimed the manager changed their tables and did not tell them. Unprofessional and unacceptable

Will not support such a restaurant with such filth and lack of respect to handicap with no regards to get to 2nd floor...

The first time I ate at Reel Cafe was 2 months ago and I told the waitress I cannot eat wheat and asked if they had gluten free bread and it seemed to be a huge inconvience for her. So I just never asked for anything else and still tipped her decently around 18%. Second time going there was this evening and they had a cover charge and the girl refused to break a $100 for $35 to $40 dollars worth of people even though she had over 5 $20s multiple $10s and $5 dollar bills. Then because I rubbed my eyes (I do that as a habit and often) I was told I was too drunk to enter. She was probably mad that I questioned the till with more than enough to exhange our $100. A bouncer came out and instigated my husband, I did not hear the beginning of their conversation but your bouncer acted like a man child. He kept instigating my hudband like a kid would. The professionalism and quality of people working there was awful. I used to work in resturuants and dealt with the night scene and I would of never treated a large party like they did or anyone else. There is no need for it or ever a justifiable reason. Your bouncer literally told my husband to hit him. He was egging my husband on and acting like an awful person. You need to seriously train your employees on proper customer service..... I will never go there again and I crossed it off my list as a potiental place for me to take 10 to 15 people at during a weekday. I have multiple events Monday through Friday and people to entertain. I actually wanted food from Reel Cafe since it was only around 8:30 - 9:00 PM. Well we ended up going to 2 more bars after your employee turned us down and tried to start a fight. I, The person who was considered too "drunk" for rubbing her eyes organized about $80 worth of food for the group and bought from much nicer and better places downtown. While I got food, my party got a few more rounds of drinks. Not a huge loss but I imagine my party was not the only ones who encountered piss poor service and it's a shame since food is decent there and it's a nice hang out spot. I rather pay more money elsewhere for friendlier service and a more...