- Overall 1
- Food 5
- Service 1
- Ambience 2
Let me prelude this review by saying that the food we received was delicious and so were the drinks. However the entire experience was miserable.
After being sat we waited for 20 minutes just to place our drink orders. The birthday girl arrived right around that time, but no server came back for while, leaving them sitting there while all we wanted to do was celebrate.
After we placed our food orders, and they started to come out, what do you know! The birthday girl doesn’t get her meal. We are told at that point that it’ll be “5-10 minutes, but here are some free fries” it took 20 minutes for her to get food. Exact time it would take her I make it new. We understand that mistakes happen, but when they do they need to be acknowledged with sincerity instead of ignorance. It was implied to us that it was the kitchens mishap, which I find very hard to believe given how we were being treated all night.
My other friend was waiting for two appetizer that didn’t came in. Until he told server and she was like “oh no, ok I will get it for you”. Simpler explanation is that she forgot to ring it in.
After finishing our meal, we sat with empty glasses and plates for about 15 minutes. The server finally came by and took a desert order. We waited 20 minutes just for the manager to stop by and tell us that the desert was no longer available. Wouldn’t they know immediately if they were out of cheesecake? We ordered the alternative and asked for it to be packed up as we didn’t feel welcome and wanting to wait any longer. It took another 20+ minutes for us to get the desert, only after flagging another manager passing by.
The second manager was sincere and apologetic, but at that point we just wanted to to leave. The server never once stopped back at the table after she took the desert order. I guess she felt her part was done? Increase the bill to get the tip. Great
This is a few times now we had a bad experience at that location. Will not be coming back.
Earls Kitchen + Bar - Port CoquitlamResponded 1 day agoDear Jessie,
Thank you for sharing your feedback, and I’m truly sorry for the disappointing experience you had. I deeply regret that we allowed the celebration of the birthday to be overshadowed by delays, lack of communication, and mistakes with your orders. This should have been a special and enjoyable occasion, and it’s clear we failed to provide the service you deserved. I completely understand your frustration, and I sincerely apologize for the way things unfolded. Please reach out to me at brett.singh@earls.ca so we can discuss further details, what our restaurant will do differently going forward and rectification for the birthday celebrant, the group and yourself.
Warm regards,
Brett Singh
General Manager, Earls Port Coquitlam