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🤮 1/5 - I stopped into Hillstone on Park Ave recently on a Thursday
By 👻 @Daniel E., 06/26/2022 3:00 am
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I stopped into Hillstone on Park Ave recently on a Thursday evening, ordered a glass of Chadonnay wine, and met an individual who I spoke to briefly before deciding a short time laterI wanted to leave. I stood at the bar with my credit card out, said "excuse me" to one bartender who was working in front of me to try to pay - who did not respond, then a second bartender, then finally a third bartender - who finally took my card, then passed it to another bartender (I assume to process). When I finally got my card back with the bill, I was shocked to see that for one glass of wine, I was being charged 38 dollars! The bartender who had given me the bill was still standing in front of me, I again politely said "excuse me" to get her attention, and she did not respond. I said "excuse me" again, this time the bartender looked up and I simply asked "38 dollars for a glass of wine?", she looked down again, I said "excuse me again," she looked up and I asked again "38 dollars for a glass of wine?" This time she literally screamed at me over the bar, "Look at your bill!" Still not understanding how I was charged so much, I paid for my $38 dollar glass of wine, and decided to return another day (when the bar was not so packed as it was on a Thursday night) to speak with the manager. It wasn't long before I left, when I realized what had likely been done. There was no way a glass of wine could be that much money, so the bartender had obviously taken the "liberty" of putting the drink (a martini) of the person I met at the bar, who had the drink when I got there, was half done with it when we spoke (for a total of about 10 minutes), and was with another group - and put her drink on my tab! Simply put (and as someone who had worked in the bar industry on and off for over 30 years) - there was no explanation, justification, or excuse for what had been done. Still, when I returned to the bar the Sunday morning (when it would obviously be quieter) to bring this to the manager's attention, I would have been satisfied to simply bring it to the manager's attention so he could make sure that wouldn't happen to anyone else, and perhaps and "I'm sorry and I will speak to the bartender." None of that happened.The overall response could really be summed up in two statements the manager made to me: 1) "I'm sorry your perception" was that the bartender yelled at you (his subtle "play" on words, was obviously immediately noted, and patronizing. As a grown man I know when someone is yelling at me) and 2) Looking at me and saying "If I may ask, why did you wait until now to come in and say something?" (Again, to any reasonably intelligent adult - clearly patronizing, and glaringly insinuating. As if I was being examined/questioned for some reason.) I probably rang off five reasons in about 10 seconds to this individual - not the least of which was I did ask what the charge was about, was yelled at, and opted to return at a quieter, less hectic time to speak to the manager - all more than reasonable. The manager asked for my number, and if he could keep the bill and I provided both (I had a record of the charge), I then left understandably agitated and didn't expect to hear back. To my surprise, I did hear back and got a message from the manager. However, when I did call him back that he simply "doubled down" on his response, behavior, and comments from our original conversation: a confirmation that the bartender did, in fact, add the other person's drink onto my tab (outrageous), but that: 1) I signed the bill (as I told him, to pay for MY wine) and 2) the bartender stated that she 'told me it was the other person's drink" - which was not only an overt lie, but an insinuation that I was lying. Again, a very simple "I'm sorry", "I apologize", and/or "I will speak to the bartender" would have sufficed. Instead, I got deflection, redirection, evasiveness, and insulting insinuation. Not exactly a "model" of good customer treatment or service. Anyone is free to attend this establishment. As for me, I prefer not to attend an establishment where other people's drinks will be put on my tab, when I ask about my balance I'm screamed at, and when I politely return to bring to the manager's attention - I'm insulted with evasiveness and insinuation.
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