Wild Horse - AWFUL SERVICE
The service I experienced last night was disgraceful, particularly at an establishment that boasts an eclectic and somewhat elegant dining experience. My dining companions and I selected the Wild Horse in Beverly to celebrate a dual family birthday because of the positive reviews we heard about the excellent food and drink. Those reviews were spot on because the food was delicious and the drinks were also tasty. It was the customer service and the attitude of the management that was a complete turn off.
One of my dining companions ordered "the quesadilla", she did not specify the kind of quesadilla because from reading the menu she thought it came with chicken AND vegetables. To her chagrin, it was merely chicken and cheese when it arrived. She discreetly asked the waiter why there were no vegetables and he told her it was a choice of chicken and cheese OR sauteed vegetables. Too bad the word "or" was in 8 point font on the menu and clearly difficult to read for anyone over the age of 18. Rather than just saying apologizing for the confusion, the waiter came back to say my companion would have to pay for the additional quesadilla according to the manager. We asked to talk to the manager who essentially mocked my companion and said she could get the menu for us to look at it. Obviously flawless customer service and guaranteed customer satisfaction is not a priority at the Wild Horse.
Her attitude was completely unprofessional and her thought process was severely lacking because the restaurant more or less lost upwards of $100 for splitting hairs about $5? worth of sauteed vegetables. The party of SEVEN of us would have stayed for more drinks, coffee, and dessert but instead we finished up and paid our bill because of that behavior.
In the end, the food was delicious, kudos to the chef, but there is a lot of work that needs to be done in the front of the house.
I don't get this reaction. Your friend mis-reads the menu (which is very clear in the on-line version), orders something she decides she doesn't want, and expects to be fawned over for presenting the establishment with the opportunity to throw an $11 dollar product in the trash. I don't know what transpired in the conversation with the manager (mind- boggling), but there sure seems to be a sense of entitlement at work here if you consider this to be "awful service". Some people's patronage is just more trouble than it's worth.