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New York State (exc. NYC)

The good then the ugly. Canal Cafe [Hampton Bays]

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The good then the ugly. Canal Cafe [Hampton Bays]

dining with doc | Jul 29, 2014 04:56 PM

I don't normally post on this board since we live outside of D.C. but I feel obligated to post after my experience this past weekend. We drove over an hour with family who live in Dix Hills because they said we had to try this restaurant for its view and fantastic lobster roll. We arrived and waited about 20 minutes and were seated outside at a waterfront table with a lovely view. We ordered a fried calamari appetizer and each one of us ordered a lobster roll. The food arrived promptly and was very good. Then the ugly. When paying our bill we handed our waitress 2 credit cards to split the bill. About 5 minutes our waitress returned and asked us if we had indeed given her 2 cards. We confirmed this and she said she had thought we had but she had lost my cousins credit card. She pulled out her iPhone and used the flashlight feature to try and find the lost card. 5 minutes later she returned and asked my cousin for another card. When asked what happened to the original card she became defensive saying it wasn't her fault. At that point we asked to speak to the manager. After another 5 minutes the owner/manager came out and said he lost the card. He did not apologize for the inconvenience this would cause. He said he thought he had dropped it under the bar. When we asked him to look for it he said he was too busy to do that. We then told him that we were going to have to cancel the card and that the card was tied into 15 or so merchants that monthly automatic debit the card and that this was going to be a big ,time consuming ,pain in the neck for us. He shrugged his shoulder. We then said at the very least he should comp our check which totaled $128 prior to tip. He said he would not do that and reluctantly offered us desert which we refused. We paid our check and left. We called the owner again the next day and he had not found the card and was very nonchalant about our very disappointing experience. He did not seem to care that his lack of concern was totally unprofessional and despite the quality of his food I believe that he likely will alienate diners again and run this restaurant directly into the canal. Both my cousin and I are physicians and know the importance of good customer service and how an experience like this one can ruin one's reputation. Therefore, despite a good lobster roll, you will never see me returning to this restaurant and I cannot recommend it to fellow chow hounds.

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