Now you know how much I love Naked Tchopstix but after my family’s dining experience tonight, I will seriously reconsider returning. My husband & I took my mom and dad out for a farewell dinner around 6pm tonight. The restaurant had some people dining but it was not crowded by any means. We were seated rather quickly but waited a good 10 minutes before our server came to even take our drink order. We watched the 3 servers in the dining room bring food out to various tables, but not once did we have anyone come over to our table and say theyd be right with us. So when our server finally did show up, we gave her our drink and food order since we had so much time to read over the menu. My husband and father ordered soft drinks while my mother and I ordered something from the bar. Our food orders were not complicated either. Three of us ordered bento boxes (my mom and I opted not to have miso soup, but my dad wanted it). My husband ordered a beef and rice dish.
The soft drinks came out right away for the boys while we still waited for our bar drinks. Shortly after that our food came right out of the kitchen (Only 3 dishes though. Mom was still waiting for her dish). I say to the waitress This is ridiculous that our food came out before our drinks did. The waitress looked perplexed and said shed go check on it. The waitress never came back to our table.
While my mom is waiting for her food, she decides to go check out the bar situation and see why it is taking so long to get plum wine and a cosmopolitan. According to mom, there were 4 people sitting in the bar. She called the bartender over and asked why the drink order was taking so long to be filled. The bartender got snippy with her and said she only just received the order. Mom was not happy.
Magically, my plum wine made it to the table but not moms cosmopolitan. Dad never received his miso soup either. The waitress comes over with moms bento box finally. Then the cosmo comes out from the bar. Mom starts eating and notices that she did not receive the chicken teriyaki as she requested but chicken tempura. So we call the waitress over and tell her that moms dinner was incorrect, dad didnt receive his miso soup and wed like to speak to a manager. The waitress kind of apologized and said shed get mom the correct dish.
After several minutes, a man appears with moms chicken teriyaki bento box. I ask the gentleman if he is the manager because he did not introduce himself. When he said that he was the manager, I explained to him that it has not been a pleasant dining experience. My mom and dad enjoy coming to Naked Tchopstix because they do not have a restaurant like that back home. The manager listened to me which I appreciated. He also said that he would speak to the bartender about her behavior. While this conversation was happening, dads miso soup appeared. The manager said that he would not charge us for the incorrect dinner for my mother. I told him he should comp the drinks as well since we had to wait so long and since the bartender was nasty to my mother. The manager didnt seem to like that idea but said he would discount the drinks.
While the manager sort of rectified the situation, there is much that needs to be remedied before I will dine at Naked Tchopstix again. #1: Train your staff members to hustle. That dining room was half empty and the servers were sauntering around like there was no one eating there. Light a fire under your behind and get the job done. Do not leave guests sitting at a table without addressing them and letting them know that you will be right with them. #2: Educate your staff in customer service. Blaming the server for not telling the bartender the drink order is not the right thing to say to a customer. Say youre sorry for the inconvenience and fix the problem by giving the customer the drinks they ordered. #3: Management needs to be omnipresent. If you are short staffed, pick up the slack. Dont just see everything, do something. You can tell by the pace of the servers that the manager was not doing enough to push the staff. It seemed like they were just doing enough to get by. I am spending my hard earned money in your restaurant. I want to enjoy my experience and enjoy my food and my dining companions.
Shape up your staff, Naked Tchopstix. There are many dining choices in Fort Wayne. Your name and reputation can only take you so far.