924 S Marshall St, Winston Salem, NC | Directions 2710136.082527 -80.243490
Poor customer service – I have eaten there and was not impressed with the food or level of customer service. With so many great restaurants in town I recommend you pass on Marshall Street and try something else. I also find it very suspicious that there is only one other review and it has a 1-star rating...yet the restaurant shows a 4-star rating average. I am no math major but that just does not add up. That reeks of the management trying to boost their ratings through means other than just improving their service. Perhaps a little more energy focused in that area would bring the rating up on its own.
Management Lacks Understanding of Customer Service and Basic Business Principals – We have a coupon book (that we bought for a fundraiser) for various restaurants. Realizing that they expire at year end, we decided to start using them. We settled on the Marshall Street Smokehouse. The atmosphere was nice and we ate outside -- I had pizza and wine, my husband had pasta and beer. The food and waiter were great. At the end, I gave him our coupon (buy 1 dinner entree, get 1 of equal or lesser value free up to $10). He says (politely) that he does not know if we can use it since I had pizza, but would check with the owner. Now, I ask you...what is pizza if it is not an entree? Dessert? Soup? Salad, perhaps? How is pasta ($13) an entree, but not pizza ($11)? The waiter returns and says the owner will give us $5 off but not the full value of the coupon. I asked to speak with the owner. A few moments later the owner came out with a little piece of paper and very curtly and rudely explained the policy (pizza is not listed under "entrees" on the menu so it does not officially count). I was never ugly to this man, never rude. I was a customer with a question. I asked him what course pizza was and told him I had never encountered that with such a coupon before. He was dismissive and condescending with his reply: "Fine, if you really need $10 off, I'll just give it to you." I would have understood if I had been ugly, but I just wasn't. I told him that he could just charge us full price and we would not be back...which he did. We otherwise had a great night and would have returned, brought friends, and referred others --- which would have amounted to a great deal more than $10 (FYI Marshall, this is called lifetime customer value). Not now. There are too many places to spend our income (which does not NEED coupons, BTW - it was the point) that treat the customer with respect and kindness. I will be mailing my coupon back, as Marshall Street clearly needs $10 more than it needs to care for its customers - not a good sign for business.
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