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Earth Bread Brewery just lost a customer

I have to start this off by saying I love Earth Bread Brewery, my husband and I used to go there all the time, their seed pizza is to die for and I love their beers. We have a little one in tow now so have not been able to go there in a while, but the planets seemed to align today and we were able to get out for an early dinner, and I was so excited to go there. They open at 4:30, we arrived at 10 minutes before 5:00. We learned from the hostess that they were not seating for dinner until 5:00, we had no idea about that because everything we saw said it opened at 4:30, and were informed that we could sit at the bar. Since we had a one year old with us, we asked if we could just sit at a table for the ten minutes, we did not need to be served, just wanted somewhere to sit with our baby and not disrupt the other patrons at the bar. The restaurant was empty, the tables were set and it really was not asking alot. The hostess refused, so we were stuck standing in the foyer. I asked the hostess if she could at least seat us as soon as 5:00 hit. She said fine then left. So we waited and waited and waited. At quarter past five we just left. I know 25 minutes does not seem like a long time but it is an ETERNITY when you have a baby. And what makes it worse is that when you have a baby you never get to go out and when you do you have to time it perfectly around naps, etc. We really put alot of effort into that visit, looked up what time they opened, arranged my daughters nap schedule around it. And we were not asking for anything unreasonable at all, just to sit at one of the empty tables while we waited, instead of sitting at the bar disrupting the other patrons. I understand if we arrived before the restaurant opened or were asking for somehing unusual, but it was not alot. And we were just treated with absolutely no care or consideration.

As a Plan B we walked over to Wine Their, we treated so warrmly by the staff, had some wonderful wine ($3 happy hour can't be beat), and my daughter had a great chldren's meal with the best homemade applesauce I've had. So that made up for it.

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  1. That really sounds like an awful experience but instead of boycotting Earth Bread contact management. I get upset when I hear people say that because you don't give managment a chance to make up for a bad employee. If you enjoy the place, contact the management. I am sure they will bend over backwards to help you and make you feel welcome again. Just be polite and they will probably welcome feedback, especially from someone who has visited before, I have been restaurant managment before and I was loathe to lose a customer to bad service. Now, if managment blows you off then feel free to boycott and publicly shame them but give them a chance to make it better.

    4 Replies
    1. re: jparson

      My husband is going to contact management, hopefully they will make this better. I was just really disappointed because normally this is a great restaurant. The hostess was not rude or anything, she was just acting like it was restaurant policy and she could not do anything about it.

      1. re: AmblerGirl

        AmblerGirl I am really sorry you had such a poor experience at EBB. You should call and ask for either Tom Baker or Peggy Zwerve who own the restaurant. Tom and Peggy have been brewing for years, and this restaurant is their life. I am sure they will want to hear about and want to make sure you are taken care of. You might also send them a message on their facebook page. Glad you had a good meal at the Wine Their!

        1. re: AmblerGirl

          Still I have to assume the extra 15 minutes after 5 was her fault?

        2. re: jparson

          In this day of age of online bloggers, chowhound, and various electronic media available etc, bad news carries 10 times faster than the plague, EBB better wise up, If not I'll probably not visit also, it concerns me that you visited before and loved it, and now this treatment, I would call the owners, I used to be in restaurant management, not the easiest of professions, I would profusingly apologize, probably offer you a comped meal, but once you get a bad taste in your mouth, hard to go back, I wouldn't go back

        3. Wow that seems really strange and unnecessary. I would have been tempted to just seat ourselves when she disappeared.

          1. That is a shame AmblerGirl. Glad you had your time out anyway and had fun. I would expect more of this kind of stuff to go on around this time of year, as the college students quit their summer jobs for a bit of fun before going back to classes. If the managers are in vacation mode, it can leave things in limbo until after labor day. Over and over again I see problems that could be avoided if a vigilant manager was on duty. I had a big problem at my local Giant today, and when the courtesy deck tried to call the manager they were hung up on. The staff figured out that the big boss who could have helped me had gone home. This was at five pm on a friday. The place was like a rudderless ship.

            1. That's a shame Amblergirl. Poor treatment and lousy service leaves me totally cold to a place. That happened to us at Lacroix of all places the last time we were there. We had booked our reservation through Open Table and I left a scathing review and was contacted by the General Manager. He claims we will make our next experience flawless. The food is so good there so we will go back. I hope the owners of EBB take your comments to heart an offer you a good reason to return.

              1. I like EBB, but we havent been back in a while because it is often a struggle there to get a table. It is a crap shoot whether or not you will have to wait and whether you will be comfortable waiting there or stand the whole time squeezed in the entry way or near the bar.
                I like to relax going out and it has really never been a relaxing experience going there, even on a weeknight. One time we had 4 kids in tow and left to go to McMenamins because it was so packed on a weeknight and they dont take reservations.
                They need a more comfortable area to wait for a table. One time they let us sit on the couches upstairs at the upstairs bar, but that area can be packed on a busy night as well.