"My wife and I went to this BWW Sunday after making a reservation on their website. We received confirmation emails and text message reminders for our reservation. When we arrived and told the hostess we had a reservation, she said, We don 't take reservations. When I showed her the confirmation on my phone, she said that I should not have been able to make a reservation and no tables would be available FOR 2 HOURS. She didn 't pretend to care about the inconvenience. My wife suggested we get a takeout order, but we both felt that the restaurant should do something, even if only a symbolic gesture, to compensate for the service failure. We drove 40 minutes for a reservation that they confirmed but would not honor. The cashier took our order, but before we paid he went to the manager to see what could be done. I stepped outside and my wife spoke with the manager (Carlos R. and he said nothing could be done. When I heard that, I went inside asked to speak with the manager. Before he returned, the cashier brought our takeout order to us. Carlos R. showed up and told us nothing could be done because it was a third party 's mistake. That defies logic! The third party is OpenTable which BWW hired to do exactly what they did: Make a reservation. I told him that I worked in restaurants for years and that you always try to satisfy the customer in the case of service failures. At least do SOMETHING, ANYTHING, to show that you are sorry for the failure and that you appreciate their business. He said he would do NOTHING. I showed him that our takeout order was complete and asked him if he would rather throw the order away than satisfy his customer. He said if you don 't want the food at full price, I 'll throw it away. He was happy to throw away the food and two customers. Why not discount the food slightly and keep two customers? He is neither a champion of logic or customer service. I wrote the corporate office the same day. No response. TERRIBLE SERVICE!"
