When I called to make a reservation, I was left on hold for 9 minutes. I had to hang up and call back. My scone was more like a biscuit and was overcooked. The tea sandwiches were quite bland and contained much more bread than filling. The biggest issue was the service. We were seated near the kitchen and had to listen to the staff bemoan the fact that we had ordered the high tea and watch as they continually poked their heads over the door to view the dining room and its occupants. It was actually quite unnverving. For my money, the Victorian Tea Room in Wyandotte is much more customer friendly and the food, atmosphere, and service is far superior. The only personable individual we came in contact with was an older gentleman who was quite solicitous.
Micki,<BR> I checked our Comcast phone log and yes somehow you were accidentally left waiting for 8 minutes at 10:57am. My server said that our New Years Eve reservation of 15 began arriving at our 11:00am opening as she was going to the phone and somehow she just forgot. I remember you both well because you both looked very unhappy when you arrived. To refresh your memory, we were just resetting the dining room after a very crowded 2 hours and I asked you if you would like to wait a few minutes until we could reset a table near the front or seat you now at the table near the kitchen. I apologize for any inappropriate playful remarks about ordering a high tea. The two in the kitchen were truly remorseful with their 'goofing around statements'. Your criticism of the food could have been corrected immediately if you would have just told your server or me. This is done every day. This is called good customer service. Also, I believe I inquired (I am the solicitous older gentleman) many times if your meal was OK because you looked so unhappy. Your response was that everything was OK with no hint of a problem. We may not GET it right every time, but we do correct things to MAKE IT RIGHT EVERYTIME. I have called you at least 6 times to offer you and your friend a chance for us to correct a mistake with a complimentary meal or treat you to a meal at another tea room. You have not responded as fast as your same day negative comments on Tea Map. I also become very suspicious of your intent when you use the same space to be critical of us, and then promote another very fine tearoom. It seems very inappropriate on your part to even mention them when you haven't even taken the time to add a positive review for The Victorian Tea Room in Wyandotte on their Tea Map site. Furthermore, this is also a tea room that we recommend to a lot of our Plymouth area customers. <BR> <BR> If you would like to discuss our matter further, please call me. If not, thank you for your review. It has been shared with our staff and used as a teaching tool for making corrections in our dining room. <BR> Micki, we have not received our many positive customer recommendations and increasing sales in this poor economy by serving poor food and having poor customer service. I am truly sorry for your experience. Please give us another chance. <BR> <BR> Thank you for your business and have a great 2010.<BR> <BR> Sincerely,<BR> Al Wilkerson - Owner<BR>