James K Oor

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Verified Reviewer
| map-marker Cape Coral, Florida

Poor Customer Service

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Food vs Customer Service

In this Covid world as we know it, our appetites to get out and eat at restaurants have never been more important. Socializing in an environment when you know you and your dining partners have been vaccinated and boosted, wearing a mask to be seated, we were glad to see the waiter staff at Figs Grille were serving wearing mask.

We had been to Figs Grille before in the Bonita Commons, so we knew the food was good, however they had just been reviewed and written up in the Naples newspaper as to the owner ( chefs) background and food choices, so we were excited to go back and have dinner.

Having made reservations(5:45 pm) we were seated with our friends who had joined us last time while dining here.

Our water glasses were filled and our dinner menus were handed to us. Looking around the places was filled , along with considerable wait staff to handle a full restaurant. Our waiter came back after ample time and we have decided to all share an appetizer. With myself and our friends being non drinkers, the gentlemen were fine with water, also ice tea , along with a Sangria were placed.

Now for the start of Food vs Customer Service.

We were given a bread basket along with Tapenade . Our appetizer was to be shared but when its was brought to the table it was placed directly in front of me. We needed to ask our waiter for 4 small plates , which he went to the kitchen to get. Having eaten our appetizer we were ready to order our salad and main course.

Where O where was our waiter. Oh well , more conversation with our friends. When the waiter came back , he explained about the diner specials and we ordered salad and our entree. While ordering our waiter was apparently fixated on the another table or the surrounds , because my wife and I ordered a shared salad, but when it came to our friends to order, the waiter looked directly over the head of our friend who was trying to order a different salad other than the one we ordered and it took a minute for our waiter to focus on what she was ordering.

We also ordered our main entree and off the waiter went. Having been now at the restaurant now for 1 hour, we were served salads which were placed close to my wife and I. We handed the salad that was to be shared by our friends to them and ate. After our salad was done and considerable time pasted, our entrees were delivered by other wait staff.

If you think this review is about the taste or value of the food being serviced, it is not. We have no complaints about the food!

Back to customer service. I needed to ask a staff member to fill our water glasses and should have asked for more bread and Tapenade.

Having finished our entrees, we always share a dessert and 3 out of 4 of us drink coffee. Our plates were bussed, but where was our waiter.

I saw him conversing with another waiter, behind the bar mixing drinks, and tending to a number of tables. Nothing out of the ordinary for a wait staff person. Having looked at the clock another 1 1/2 hours have gone by. Our conversation had now shifted from our families to our waiter.

Finally he came back to the table and we ordered a shared dessert and 3 coffees. When the dessert showed up again the two were placed between my wife and I with 4 spoons. We picked up our friends shared dessert along with 2 spoons and handed it over to them. At least when our waiter came back with the coffee he placed the 3 cups next to those who ordered.

After considerable time again had passed we received our bill, however having been done with the coffee, those that were drinking were never asked for a second cup.

The bill was about $225.00 and we split it.

Considering the time spent in the restaurant the bill tabulated very quickly and was brought back to the table, go figure!

Departure time from Figs Grille 9:00 pm. I say enough

time for a 6 course meal rather than 4.

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Preferred solution: Let the company propose a solution

User's recommendation: Talk with the Owner immediately if you receive poor customer service

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