I met a friend for lunch at the new WBC in Rye Brook today and we had our 3yr old daughters with us. We arrived at noon and I was very surprised to see the restaurant was pretty much empty. I expected that since it was new, it would be busy.
We ordered for the girls almost immediately. Our server was very friendly and eager to please. I let him know we were on a time constraint as I had to be some place in an hour. We ordered grilled cheese and fries for the girls and asked him to put that in first. No problem. I should add that a kids meal of which there were many to choose from are all $8. They come w/ a drink and fries. Some of the choices warrant that cost- hamburger, cheeseburger, quesadilla, but I'd be very annoyed to pay that price for a PB&J, one of the options.
I ordered a plain turkey burger w/ mushrooms. And my friend ordered WBC's version of a Cobb Salad.
Both grilled cheeses came out as chicken quesadillas. I sent my daughter's back right away and asked again for a grilled cheese. My friend thought her daughter might eat it, so she told the runner he could leave it. She ultimately did not like it, so we did indeed ask for a grilled cheese for her instead, as well.
I should add that at the time, the restaurant appeared to be still fairly empty. It was 12:30.
My turkey burger came smothered in a very peppery cheese w/ mushrooms and fried onions. I would have just kept it at that point had it not been for the cheese. It made the burger inedible- at least to my taste. At that point, I had no time for them to make another burger for me, so I asked the server to take it back and please take it off the bill. He apologized profusely.
He interpreted that to mean, make her another burger and BRING the bill. I heard him tell another server to show him how to put in another burger for me, but I interrupted and told him not to because I had no time to eat at that point. And then I looked at the bill.
They had charged for 3 kids meals even though the other grilled cheese to replace the un-liked quesadilla still had not come. it was 12:45. At that point, I asked to speak to the server and I explained what the issue was. He got the manager who was also every apologetic. I asked her to take the 3rd meal off because it never came and we wanted/needed to leave. She took the bill and as she left to go adjust it- the grilled cheese came. We sent it back.
To her credit, the manager apologized and told us the server was training, but that it was no excuse for our poor experience. She said, " your meal was a disaster from start to finish, I am so sorry". She comped the entire meal and sent us home w/ ANOTHER grilled cheese and ANOTHER quesadilla as she said the kitchen just kept making us more food. She no idea why. It's clear they are having some issues that needed to be worked out. She also apologized because she said they are very kid-friendly and no child should have to wait that long for food.
I did appreciate the server's apologies and the manager's care and interest once our problem was brought to her attention. Would I rush back...definitely not with a child and not on a time crunch. But because of the manager's efforts, I might be willing to let them work out the numerous issues and try again some time down the line.