Main Kitchen

AFFELDT

3.0

I was at the New Year's supper at 7:00 pm. I gave them the opportunity to serve me once again after the experience from one of the servers that demanded more money for a tip on my last reservation mid October 2024 ( you can read below the Manager's reply ). Unfortunately, she was present New Years dinner as well as the same server from October & they both are part of my complaint. Unfortunately, this supper experience was the worst. The food was excellent, however the service was inexistant. The two servers never ackowledged us after the girl front the front reception seated us. We arrived & were seated at 7:00 pm. None of the two waitresses ever came to acknowledge our presence. Everyone that arrived & seated after us were greeted, explained the menu & served food. We never had any servers come to see us. It took the head Chef Jay Dreger that was in charge of the appetiser station to notice we were waiting over 35 minutes without any service at all. He came over to our table asking us if we had our appetisers from his station. We had to tell him that nobody had ever came to see us since we were seated & still waiting for anyone to come to explain the menu & bring us the appetisers. Everyone was served the appetisers ( first course on the menu )… Jay had to complain twice to the waitress why we were not served after 35 minutes. Appetiser came 10 minutes later. They were just deposited on the table without any words nor apologies for ignoring us from the waitress. Second course came around 8:15. Third course came around 8:45 & dessert at 9:15. Nobody ever came to explain the menu, apologize for the delays, or anything. It was as if we did not even exist seated at one of your tables situated along the wall near the server's access to the kitchen counter. They both passed all night seing us waiting to be acknowledged. After being served the dessert, we left without anyone of the staff ever ackowledging our presence. I am extremely disapointed that we had to prepay a 18% service charge onna $129 per person meal for NOT having any service at all. Two waitresses on duty ( including the general manager ) both ignored us as customers. I have no words for being treated so badly ( rudely ). ---- Reply from last October: Hi Michel, We would like to sincerely apologize for your recent experience at Main Kitchen this past Wednesday. There are many moving parts to running a successful restaurant, & unfortunately, in some cases, no amount of training can prevent what transpired. We do not condone the server's actions & therefore we immediately addressed the incident once it was brought to our attention. We recognize that you have been a loyal customer to us, & we appreciate your continued support. We hope you will allow us the opportunity to serve you again. Our promise is to continue to deliver the same enjoyable experience you have consistently received for many years - from start to finish. Once again, please accept our apologies. Have a wonderful weekend! Bryanna Clarke General Manager / Gérant Main Kitchen ________________________ Posted October 2024: I am a regular customer that spend annually between $750 - $1,000 / year at this restaurant. Tonight, I left a tip of $15.00 on a $130.00 bill before tax. I wanted to leave a $18.00 tip but made a mistake on the terminal & could not make a correction. The waitress came to me as I was leaving asking if I was unhappy with the service. I guess she expected a minimum tip of $23,00 on the total bill with government tax. I pay normally 15% tip before tax which is what is fair. I found this insulting to ask for more money. Restaurant just lost a loyal faithful returning customer on this insultting gesture.