I will never dine at Big Rock Chop House EVER again. My friends and I made two reservations for a large party (both reservations in my name). Earlier in the day I received a message on my voicemail asking me to call and confirm which reservation I wanted to keep. I called and spoke with a gentleman and informed him that I would like to keep both reservations and asked if he could combine the two to one large party. The gentleman stated that combining the reservations would not be a problem. When I arrived at the restaurant the hostess informed me that she only had one reservation and could not accomodate such a large party. She stated they tried to confirm with me and there were no working numbers. I informed her that I spoke with a man, the young man there said "well it wasn't me and I'm the only guy here." The hostess continued to tell me that I did not confirm the reservations. She called the general manager of all the Big Rocks (a lady). The general manager never came to speak with me or anyone in my party, I heard her telling the hostess "there's nothing I can do for them." She looked at me and walked away, never came to ask me what the problem was neither did she work to resolve it. The reservation was for 7:30 so after going back and forth with the staff I was finally able to pull up my reservation on my phone, the hostess then said she had to get a manager because she didn't see the reservation in the system. She then asked "well, what was the reason you made two reservations?" As if the mix up were my fault and implying I shouldn't have made two reservations (is there some sort of law against multiple reservations). Another manager (a man) came and stated the mix up was actually his fault. He stated that I did call and confirm and I spoke with someone by the name of Drew, however, Drew failed to inform him so when he saw two reservations he thought it was a duplicate and deleted one of the reservations. He stated that he would work to accommodate my party (no one ever apologied). Originally we were a party of 20 for 7:30, we did not get seated until after 9:30 and as a result most of my guest left due to the horrible way we were being treated and ignored. I would have taken my party elsewhere, however, some of my guest stated that they would be arriving late and I didn't want them to arrive at the restaurant if we were not going to be there. The manager stated he would make sure we "had a good time" and he would "take care of us/accommodate us" however, he did nothing; no percentage off the bill, no free appetizers, nothing. We still tipped our waitress generously as it was not her fault but I left very upset as the 25th birthday I planned for my friend was ruined as half of the guest left and we were not able to attend the comedy show we planned on attending because we were at the restaurant so long. The staff never apologied neither did they make any efforts to compensate my party. I work for an organization where customer service is a way of life. I believe that if you take care of your customers and employees first, profits will follow. I make sure to tell everyone I know NOT to dine at Big Rock and so do the others who were in my party. I was going to host my friends engagement dinner there, however, we have changed our venue to Ruth Chris where both the food and service are much better. My experience at Big Rock was horrible at best.
Pros: None from my experience
Cons: Terrible customer service
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