46300 Mcclellan Way, Sterling, VA | Directions 2016539.031898 -77.395808
Mon - Thurs 3pm - 2am
Fri - Sunday 11am - 2am
TERRIBLE Customer Service – We arrived on Saturday night for some drinks, shuffleboard, pool, and darts. Our server (Colleen) was very nice and was at our table whenever we needed food or refreshments. After my group played pool, I was asked who's tab we wanted the charge on. I volunteered since I thought my other friends picked up shuffleboard and darts. I received my bill and was shocked to see that I was charged $41 for an hour of pool!!! I addressed this with the server and was told that the shuffleboard was rolled into the cost for pool, even though I was specifically told by the server that I was only picking up the charge for pool. Unfortunately, my others friends had already left and I was stuck paying for the whole thing. I asked to speak to the manager, and this is where the whole night came crashing down.....
I met with BRIAN JENKINS, the night manager and explained to him that I should have been only charged for the cost of pool since the waitress never informed our table that the shuffleboard would be rolled into a single charge. I requested that they charge me $20 instead of $40, which I thought was fair. After 5 to 10 minutes of arguing, Brian Jenkins decided to offer me $10 off my bill, which I rejected and stated that I wanted and deserved $20 off. Brian continued to argue with me and after another 5 to 10 minutes, I told him that it was fair to get $20 off our bill, and if not, we would never come back (keep in mind that my group of 8 spent over $300 on food and alcohol). Brian then sent the waitress over to our table to apologize and take my credit card to run the tab. When she returned, I found that they ran my card and only took the $10 off the bill! I never agreed to this!!! She went back to Brian Jenkins who returned back to my table where I informed him of my frustration that they only took $10 when I wanted $20. We argued for another 5 minutes, in which he flat out told me I was drunk and refused to talk with me any longer. He stated that our group was there for 5 hours and assumed that I must have been drunk, even though I only had 6 beers and 1 shot in that time frame (i'm 5'11/190 lbs and drink most weekends, so I can handle my alcohol). He told me to "have a nice night" and walked away. The waitress came back over to our table again and apologized for her manager, stating that she couldn't understand why he was being so nasty and didn't agree with his conduct. At this point, I had no choice but to sign the bill. On our way out, I used the restroom and Brian Jenkins actually sent a staff member in after me to make sure I didn't try and take retribution on their facilities. This was completely RIDICULOUS and INSULTING!!! I left the restaurant with Brian Jenkins watching us go out the door, in which I gave him a one finger salute and was told again to "have a nice night" in a very sarcastic tone.
Bottom line is that Brian Jenkins is is an incompetent manager and is a disgrace to the service industry. In our initial conversation, I told him that a $20 discount would make me happy and we'd be happily on our way. Instead, he decided to fight with me, call me a drunk, and have me followed into the bathroom. I have never been treated this way and refuse to be treated like this again. Mahalo Cove will NEVER receive my business again, nor any of the other 7 people who came out this evening.
And to Brian Jenkins I say this.....If I am drunk, then tell me how I could have written this review after leaving your establishment an hour ago? You fail in customer service and it is people like you that give the restaurant business a bad name. I am a manager in a customer service industry and NEVER would have acted in the manner in which you did. Shame on you and shame on Mahalo Cove for hiring you in this position.
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