Stephanie Signs
Hi, I just want to share the awful experience we had at Dave and Busters. We arrived at 6pm to celebrate a birthday. The restaurant was relatively empty when we had arrived and so we ordered drinks and got to us quickly. Once it was time to order we (party of 9) placed our food order around 6:30. In the same lobby, a table of 25 showed up around 7pm. Our food did not arrive until 8:15, to which only 4 meals came out and at which point we, understandably being upset, asked to speak to the manager. The rest of the food 5 meals took an additional 20 minutes to come out. Rhonda, the manager, came out and did a PHENOMENAL job at deescalating us and offering solutions/items to remedy the situation. She was polite, kind, and attentive. After she finished talking to us, we did not see her again, had large gaps between waiters checking on us and ultimately once we were finished, we asked for the checks, which took an additional 45 minutes from us asking for the checks before receiving the checks. After the additional wait time, and seeing that not only were we charged full price, we had a 20% added fee for a large party we asked to speak again to the manager, to which John came out and asked us the situation. We told him given the 3 hour wait with only 1 free claw game for 1 person originally given by Rhonda, it did not make up for the horrible service. At this point, 9:30pm, John asked us if we want to play games and he will give us a game voucher to use now, to which we declined given that most of us are working adults and have early morning jobs. He then took our cards to charge us which took another 15 minutes, and said he would “hook us up” to which only thing removed was the Large party 20% tip fee that originally was on. When the waiter brought our tickets we asked her what had happened and she said they were too short staffed to keep up given only 2 cooks, 2 mangers. And 5 waiters. She also said that orders were being forgotten by the kitchen. We had asked her what did they do to try to fix it and Rhonda, being the good manager, had hopped into the kitchen line to help make all the food to expedite the process and push food out explaining why she hadn’t been present. At not point, until we complained, was communication or apologies given as to what is happening. Rhonda then talked to us after and said that to please give them a second chance and come by when she is working because she wants to personally make us have a better experience next time, all while when the other table complained to John about our and their wait time, he had told them that there were lies being made. Do better Dave and busters and promote Rhonda.
