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I will NEVER go to Quarks again!

JoshRules1979

GROUP: Members

POSTS: 4

Report this Aug. 21 2006, 11:10 pm

This may sound like a gripe to some but since higher management doesn't seem to care if they lose customers I will take my complaint to the source where it will be heard, the Star Trek fans.

Up until this past weekend my fiance and friends frequented the Star Trek Experience and most importantly Quarks. We always planned a day or two to have a meal and have NEVER had a problem with the food or service we had. I even went as far as to theme my fiance's 24th birthday party using Quarks menu items, Talaxian Turkey wraps, Romulan Ale, etc, and recommended it to ALL of our friends.

After the service, or lack thereof, that we received this past weekend it pains me to say that I will NEVER eat there again.

We had a party of six and showed up around 4:30-5pm and waited for our party of 6 to be seated. Once seated we waited around 10-minutes to get our drink orders. While the waiter was there he took our meal orders as well. That would be the last time we would see our waiter for a good 30-minutes. A manger passed by and we kindly asked him if we could get some refills on our soft drinks. The waiter brought back the drinks and informed us the food should be right up. 15-Minutes later our food arrived...and stone cold. The fries were soggy and gross, the appetizer my friend ordered was cold to the touch, and the jambalya I ordered was luke-warm.

We brought this to the attention of the manager who promptly replied, "what do you want me to do about it?" No apology, no sympathy, no care in the world that we were just served cold food after waiting almost an hour. His attitude towards us was very rude and incredibly unprofessional. He said he would 'warm up' the food and bring fresh fries for the burgers. Once the food arrived, nuked it seemed, it didn't help matters any.

Half the food remained uneaten and our once favorite restaurant in vegas gave us an uneasy feeling in our stomachs. We asked the waiter, who decided to plead his case 1-hour too late, if there was a manager higher up to him to report him to and unfortunately we were talking to the man.

We were then told that they were willing to take the appetizer off the menu and take off 10% but because we were a party of 6 the gratuity was already on the bill. To add insult to injury the waiter added that he would have tried to get more taken off of the bill but it would have cost him his job and that he wouldn't do that for ANYONE. All he had to say was I'm sorry and this is the best he could do. In ANY other restaurant that I have been to this would not have been tolerated. The guests would have been treated as such and not like a nuisance. I have never felt so unwelcome and sickened while receiving customer service in my life.

Granted, I understand this was during the weekend and the place was busy. But, I noticed in the corner of my eye a couple who arrived a good 15-minutes after us enjoying their steaks and drinks and leaving the restaurant within 30-minutes. I understand we were a big party, but cooking (2) burgers, (2) jambalyas, and (1) order of chicken tenders is not that tasking.

There is my story, read and spread the word if you like. Ridicule if you must. I just had to pass this on to the people who I feel need to hear it since the managers and employees of the once great Quarks didn't seem to care.

-J

juise15

GROUP: Members

POSTS: 816

Report this Aug. 21 2006, 11:21 pm

Well if it was this past weekend I can tell you why the service probably was terrible.  Creation Ent (the people who put on the convention) reserved Quarks and most of the Experience for the evening.  It sucks because then no one can have access to anything and we are all left out in the cold.

I remember we had to wait a while on Wednesday even though the Convention wasnt even going on.  Yes it is possible to get a server who is terrible, or find someone who doesnt care, but I can tell you from working with the management there - most of them care about the place and will do anything.  Maybe you should call back and speak with someone in management.

MajorR81

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POSTS: 2370

Report this Aug. 22 2006, 12:06 am

wow it was that bad huh?

Captain_Windu

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POSTS: 12002

Report this Aug. 22 2006, 12:16 am

It wasn't that bad. Sure you couldn't get in Thursday or Friday nights, but it wasn't that bad. Had to wait in line for a bit, but it wasn't that bad. And the service was fine as well.

shanaluv

GROUP: Members

POSTS: 692

Report this Aug. 22 2006, 12:24 am

You just picked the wrong weekend.  Quarks never sees so much business until the convention. We went Saturday night and it was great.

DarthMaul9d9

GROUP: Members

POSTS: 781

Report this Aug. 22 2006, 8:25 am

You should have simply walked out if the food was cold... you are within your rights to do that if the food is not as advertised.  You should never have stayed.

Kling2b

GROUP: Members

POSTS: 1766

Report this Aug. 22 2006, 10:21 am

you picked a bad weekend, last time i was there i had really good service and my food was great! (loved the warbird) although i must admt it took me a little while longer than i had hoped for the food to come

sf49er

GROUP: Members

POSTS: 67

Report this Aug. 22 2006, 11:04 am

it is definitely a shame you had that experience.  I have been there a ton of times and have never experienced anything like that.  Actually i was more suprised in how good the food was.  I didn't think it was was 4 or 5 star good but when you come across a theme bar, you just don't expect it to be very good at all.  but to my suprise, i kinda like the food and the cocktails are dirty beyond belief(in a good way)...If you want to get slammed quick in vegas, that has been the best, fastest place i have come across so far.

I think  you should have probably walked out as well too but hopefully writing a letter or two to get above that manager could also get you some satisfaction. Hopefully you do return someday as well, that place is a madhouse during conventions.

JoshRules1979

GROUP: Members

POSTS: 4

Report this Aug. 22 2006, 3:30 pm

Quote (juise15 @ Aug. 21 2006, 11:21 pm)
Well if it was this past weekend I can tell you why the service probably was terrible. ¿Creation Ent (the people who put on the convention) reserved Quarks and most of the Experience for the evening. ¿It sucks because then no one can have access to anything and we are all left out in the cold.

I remember we had to wait a while on Wednesday even though the Convention wasnt even going on. ¿Yes it is possible to get a server who is terrible, or find someone who doesnt care, but I can tell you from working with the management there - most of them care about the place and will do anything. ¿Maybe you should call back and speak with someone in management.

The person who helped us was THE manager. He oversees the whole experience. I don't think he will really care if I write or call. I wish something else could be done but the next place to write to would be Cedar Point.

juise15

GROUP: Members

POSTS: 816

Report this Aug. 22 2006, 11:33 pm

What was his name?

JoshRules1979

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POSTS: 4

Report this Aug. 23 2006, 4:06 pm

Quote (juise15 @ Aug. 22 2006, 11:33 pm)
What was his name?

His name was Jared. That was all that I got from the waiter but he told us that he was the manager over the ENTIRE experience.

Trekwolf164

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POSTS: 32043

Report this Aug. 23 2006, 4:15 pm

I ate at Quarks several times during the Convention and I thought the Staff both Regular and Hired Caterers were very professional.

juise15

GROUP: Members

POSTS: 816

Report this Aug. 23 2006, 6:49 pm

Well unfortunatly they lied to you.  I would call back and ask to speak to one of the leads there.  Due to legal reasons I cant disclose in public who the head manager is (i wouldnt want a flock of people to storm him).  Take my word and call a lead!

JacksJam

GROUP: Members

POSTS: 149

Report this Aug. 23 2006, 7:01 pm

Quote (DarthMaul9d9 @ Aug. 22 2006, 8:25 am)
You should have simply walked out if the food was cold... you are within your rights to do that if the food is not as advertised. ?You should never have stayed.

People these days in customer-service oriented businesses just don't give a s**t anymore. ?I know wages are bad, but managers should find alternative ways (private parties for the employees, longer breaks, etc.) to motivate their employees. ?So, I fault management in situations like that.

If it had been me in your shoes, I would have walked out in a heartbeat. It's one thing for the food/service to be bad, but for the manager to be less than courteous about it is totally unacceptable.

I'm really sorry you had a bad experience. My wife and I stayed at the Hilton for the entire event plus extra nights, and, honestly, we had a very pleasant stay. We ate most of our meals and drinks at Quark's because we're from Mississippi and only get out to Vegas about once every 4 years. And, I've gotta tell you, they had the best drinks and food by far compared to the rest of the restaurants/bars at the Hilton.

The only exception to that was on Sunday night when we had a similar problem to yours. We had a party of 7, one of whom (a smoker) went into the bar area to order a drink and have a smoke while the rest of us waited for the table. We waited in line about 30 minutes. When we were seated the smoker found us and said he had JUST received his drink that he ordered nearly 30 minutes ago. So, we sat down. We had 7 folks and wanted to split the check 6 ways, but they only allow up to 4 checks per table. There was a little irritation among us and the waitress, but nothing really to amount to anything. Then we ordered everything. My wife and I ordered appetizers for our entrees while everyone else ordrered steaks, pasta, etc. Now strangely enough, everyone else's food came, and my wife and I were waiting on our appetizers to come out. When they finally brought our coconut shrimp they were cold. So, we sent them back, most likely to get nuked. The waitress brought them back to us, and they were hotter but not as good as the ones we'd ordered on Wednesday. Everyone else was nearly finished with their steaks, etc., and our other appetizer had not come. So, we just told them to cancel it. I ate my buddy's leftover pasta, and my wife wasn't too hungry by that time anyway. So, we just viewed the undelivered appetizer as savings for us. However, we were dissappointed the Warp Core Breach we had that night was not quite as potent as ones we had ordered before. It could have been because we were eating in addtion to drinking this time.

Anyway, we were having a pretty good time on our last night as a group before people started leaving the next day. While still hanging out at the table, the 3 of us from Mississippi went and had our photo made on the bridge. When we got back, the waitress was a little irritated because she thought we were skipping out on her. But, so what?! She got her automatic 17%. She can just get over it!

My wife and I didn't leave until Tuesday, so we had our last dinner at Quark's on Monday, as well. Our food and service was very good. With that one exception we had great food and service everytime we were at Quark's.

If I had any other complaint it would be regarding the meal at the Captain's Chair Dinner. The food on the buffet was just ok at best. It tasted fine, but it was just an average buffet. I would have liked to have seen better (and more) food choices and REAL silverware and dinnerware. I mean, paper plates and plastic forks? Come on!! You could hardly even cut the roast with that plastic knife. But, I fault Creation for that. I probably won't buy the expensive tickets if I go to the Vegas convention again next year because of it. I just didn't think it was worth it.

So, what to do about your bad experience... I would contact the Las Vegas Hilton directly and tell them what happened, especially since you are a frequent visitor. Try to be courteous and act like you could not believe how bad the expereince was based on your previous visits, wife's birthday, etc. Everyone we dealt with at the Hilton during our stay really seemed to care that we had a good stay. I hope they will be able to remedy the situation, at the very least offer a sincere apology.

Let us know what happens.

Athaena28

GROUP: Members

POSTS: 524

Report this Aug. 23 2006, 7:32 pm

The buffet was average, the silverware horrible.  However, our waiters/waitresses were great.

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