Thought I would share a yelp story with some of you. There's a great little restaurant in Truckee, CA called Trokay Cafe. Seriously great food, and the owners are absolutely awesome. 4.5 stars on a bs site like yelp, not too bad imo. That said, you can't please everyone. In fact, some people just seem to walk into a place with it set in their mind that they're gonna rip a place a new one. Which is why I love John and Nyna, they actually respond to reviews on yelp that they feel are unfair. Here's a review and subsequent response from John:
I came here with half a dozen friends over the Christmas weekend in December 2011. All but two of us were skiing, and my daily hikes were really helping me work up an appetite. We arrived at 7:00pm ready to chow down on some really good food!
When we walked in, we immediately liked the warm, open-kitchen style atmosphere, and I noticed that there were only two other occupied tables. We sat down and ordered drinks; I had a Sierra Nevada.
Everything from there on was totally downhill. First, several of my friends wanted to order the single pasta dish on the menu. Every time one of them did, our server would get a concerned look on his face, then mutter about needing to check the supply in the kitchen and go off for a few minutes....
Next, one of the two other parties in the restaurant left, and all activity in the room (apart from the conversation at our table) seemed to grind to a total halt. Bread and water eventually arrived, but it seemed like they took forever, and I had to ask our waiter several times where they were.
The horribly slow service continued throughout the rest of our visit. Trokay Café is the only establishment in Truckee where time seems to be measured not in hours or minutes, but in Furlongs per Fortnight - don't go there expecting to eat on the day you arrive...
Our dinners eventually arrived at close to 9:00pm - 2 hours after we sat down to eat! It had been so long since we ordered, I had forgotten what I had asked for, and totally lost interest in taking any more food pictures. My beef rib was dry and unappealing; I didn't eat all of it. Needless to say, we skipped dessert and went back to our cabin for some good vintage wine and a movie. We also made popcorn - it was the best thing we'd eaten that day!
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After posting this review, I got an insulting, rude note from John Weatherson, the owner. He said: "Your perspectives on time, dining, and general human decency are skewed, and we disregard your review entirely."
It's a pity Mr. Weatherson feels the need to attack honest reviewers of his establishment. I stand by my review (as well as my ability to tell time) and suggest that Mr. Weatherson focus his energies on improving his customer service skills, not to mention the food and level of service at his restaurant.
Listed in: "...it was the worst of times"
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Comment from John W. of Trokay 1/9/2012 « Hide
Glenn,
Sorry that you had such an impatient evening. I remember your discontent was palpable to our entire staff that evening, and for absolutely no good reason. Look, I write ticket times for every table so that we can precisely track the timing and pace of each course: you waited less than 5 minutes for bread, but you are correct that you impatiently asked multiple times, even standing up from the table to inquire again.
The 'single pasta dish' is not on our menu. It is for children under 12, which is why your three teenage children ordering off-menu items caused our server initial concern, since we don't stock large quantities of kids menu items, especially not labor-intensive ones like our fresh pasta.
Throughout the evening, your rudeness to our staff was overt. Some people just don't want to be happy, and that evening, you were that person. Your estimate of 2 hours prior to the arrival of your entree is exaggerated by more than double. Your reservation was at 7, and you left the restaurant before 8:45. ***Glenn: I reprinted your receipt just now, it was finalized at 8:34PM on 12/23/2011. Your time estimates are lies*** Your party was four adults and three teenage kids. Everyone, except you, ordered an appetizer of some sort, the result: your entree arrives with the other entrees at the table. Had you ordered an appetizer with the rest of your party, I think you would have found that the pacing of the meal was ideal.
We don't have beer on draft, and we haven't ever carried a Sierra Nevada product. Your perspectives on time, dining, and general human decency are skewed, and we disregard your review entirely.
Regards,
John Weatherson, Owner
Trokay Cafe, Inc. a California corporation
**********************
I intend to be neither insulting, nor rude. Slander in a public forum is wrong, and I sincerely hope that fans of Glenn take note: his facts are firmly disproven by the paper records that indicate that he had already signed his check prior to 8:34PM.
Shortly after confirming via our point of sale system that Glenn's post is an absolute lie, I sent him this message:
Glenn,
I respond to almost all customer comments with understanding and empathy, but I monitored your situation closely, and am confident that your review lacks honesty, and is infused with the unfounded frustration you so clearly showed that night.
Had you chosen to express your discontent to us, perhaps we could help you, but public disparagment and attack is not only insulting, but damaging to our business. Had you chosen to express an honest review, rather than using hyperbole and exaggeration, "Furlongs per Fortnight - don't go there expecting to eat on the day you arrive.." we might have a different perspective. Our customer service is superlative, but we no longer consider you a customer.
If I felt that there was even the slightest justification for you review, I would not have responded the way I did, but your rudeness and insult toward my staff were felt from the onset of your experience, and truly, you reap what you sow.
You'll see from other yelp reviews that your perspective is uncommon.
We work day and night to ensure the best Truckee has to offer. I'll reiterate: Throughout the evening, your rudeness to our staff was overt. Some people just don't want to be happy, and that evening, you were that person.
Good luck to you sir,
John Weatherson