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Jun 11, 2013 06:24 AM

Bonefish Boca Raton - Horrible treatment of Customer

I have been wanting to write this lsince this past Mother's Day, but have not had the opportunity to do so.

My Parents, My wife, my son and myself had gone to the Bonefish Grill in Boca Raton. We are regular customers there, at least 5-6 times a month, plus happy hours. Unfortunately this last experience will be the last time I frequent your establishment at this location, as we were so embarrassed by the the way we were treated.

This all stemmed from my wife's order. My wife has certain dietary issues which require no seasoning. Our request was a poached piece of Sea Bass, with no Oil or Seasoning, hold the Chick Pea, Vegi Garnish, and some steamed vegetables. - We have ordered this dozens of times before.

It took a while, and we understood it was Mother's day, and busy, so when the order seared, with seasoning, and the chick pea garnish on the plate, we had asked for it to be redone. The manager came out, and at first he was very hospitable, offered to take care of it, and confirmed how my wife wanted it, again.

It took an additional 1/2 hour for her to receive her food, at which point, we received a BROILED piece of fish with all the seasonings again, sauteed vegetables, and the garnish again. When we complained about this again, the manager started giving an attitude. We also noticed that our table was getting a lot of attention from all the servers. Walking by eyeing our table. It started to become apparent that the manager had told the staff that he thought we were trying to get out of paying. This was clarified when the manager threatened to call the police on us if we didn't pay.

We told him to go ahead and call the cops, we had no intention of not paying, but we were not going to pay for a dish that they could not prepare properly.
At this point I believe he realized he made a wrong assumption and offered to comp the entire meal. We did not have any interest in that, and insisted to pay for everything we ate.

I do not recall his name, he was the South African/Australian Black Manager there. Additionally we had asked to speak with a different manager. That manager refused to come. This restaurant was a favorite of ours.

Completely Disappointed Customer

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  1. Time to write to corporate! This manager needs to be trained regarding customer service!

    1. I thought Mothers Day was supposed to be at a special place, not your every day go to.

      Wrong special orders on the busiest or second busiest day of the year. Yes it should have been right the second time.

      You are lucky the police were not called for attempting to defraud on what you had consumed.

      Sounds like both could have responded in a better way.

      2 Replies
      1. re: INDIANRIVERFL

        I disagree. How much easier can this special order be, I don't care how busy it is. I've worked the line in a seafood restaurant and a request like this is easily accomplished in mere minutes. And for a manager to threaten to call the cops is drastic and very insulting.

        1. re: Niblet

          I would really like to hear the other side of the story before making a judgement.

      2. Mothers Day or not this was inexcusable both from a service standpoint and most definitely from a management standpoint!

        1. If you are regular customers there, why not give the place a break this one time? It is one of the busiest days of the year. Maybe the kitchen staff and manager were overwhelmed and the mgr did offer to comp. Seems a shame to lose a place you were happy with over a single incident. Give it time.

          3 Replies
          1. re: Jerseygirl111

            We tried, We even asked for the other manager so we could talk about it, since the manager we were dealing with was being so rude.
            The other manager didn't want to come, even the waiter was telling us she was sorry.... We weren't rude, we didn't yell....well voice got heated after he threatened to call the cops...

            Otherwise, Im usually a guy who keeps quiet, always afraid something will be done to my food for complaining too much...

            All we asked for was a poached sea bass.... To those who think it was a wrong day for a special order, my wife medically can not eat certain things....does that mean she shouldn't be allowed to go out to eat on Holidays?

            1. re: SaminSFL

              A restaurant's reputation is only as good as it's food, customer service and ability to create an excellent dining experience - every single day that they open their doors. If they can't provide that then why would anyone want to spend hard-earned money on a poor experience. In my book, you have to be at your best at all times if you are in that business- otherwise you are wasting your time. Ask Danny Meyers!

              1. re: DolceFarNiente

                Follow Up - Robert the Area manager contacted me with in 24 hours of me sending them a letter., He assured me that he would be following up on the matter and was heading to the store later that day. He sent me some gift cards as an apology. I am glad to see they have followed up. I will be using it in the Boynton location, as I am still too embarrassed to go back to the Boca location.

          2. south florida is terrible on customer service, too many clock watching employees with no heart for their job