Theresa Hayes

Review of Gentleman Jim's Restaurant

On September 5th, we ordered a large carry-out ord...

On September 5th, we ordered a large carry-out order, which led to the worst carry-out experience of my life.

A hearty meal for six adults and two children came out to 89.47 - not cheap, but if things had gone well, it would have been worth it. It's a shame they completely left off the pizza, mis-prepared two of the sandwiches which had special requests, replaced a third sandwich with something totally different from the menu, and served us rancid artichoke dip (It tasted tingly and sour. Those of us who ate a bite were left with stomach pain and abdominal cramps).

As this was a carry-out order, we discovered the issues after returning to our friends' home with the food. The person who recommended Gentleman Jim's, a former regular, was embarrassed to have suggested we order from there, and says he won't make the mistake of recommending them to anyone else.

Still, I wanted to offer them an opportunity to correct the issue. I called and explained my issue. I was told I would be called back promptly. I called again an hour later and was told the same thing again. 90 minutes after my original call (long after we had discarded most of the foul food and ordered Domino's as an apology to our friends for a meal turned so wrong), I was told I had to bring everything back for any kind of refund.

I expressed how frustrating this was, to be told so long after the fact that I must return the food. Most of it had gone out in bags to the dumpster by this time. I salvaged one item--the spoiled dip--and took it back to the store, explaining the rest had been thrown away and could not be retrieved. At this time, Samantha assured me what I brought back would be okay, and that I would be called by the owner the next day.

The owner did call me back. as promised, on September 6th. During this call, he expressed pride in his store, and badmouthed the kitchen staff a little; telling me the cook in question (who apparently also works at the local Bugaboo Creek Steakhouse) was "a good guy, but kinda cafeteria-style". He said he was horrified that I had such a bad experience, further horrified that I was made to bring any food back at all, and promised not only to institute better kitchen practices, but to refund me fully. I ended this call thinking he genuinely cared.

10 days later, when the refund did not show, I called to follow up. Joe (the owner) was not available but I was assured he would return my call. He did not.

I called again, three more times. Each time I was promised a call back. On the final call, I spoke with someone who I can only assume was the daughter of one of the owners. She called me a liar, accused me of trying to scam the store, and told me she was reading "in his handwriting" that I was only entitled to a partial refund because I brought so little food back.

I told her, with all due respect, that I hoped to speak again with Joe. I was sure he would set this straight after the conversation we had the day after the incident.

Alas, he never called back, and I have to-date been forced to begin charge-back proceedings with my bank. I have no intention of paying $90 for an order that was incomplete, incorrect, and partially spoiled.

Had this refund gone through, as I was promised, I would have gladly given this place another chance based on an owner who cares about customer service. Now, I will tell everyone I know that the experience was terrible, and the owner is a liar.