Today I observed a concerning breakdown in accountability and professionalism on the part of Jim Steaks employees at this location. Now the cast of characters and what went terribly wrong. There were (4) people present when I placed my order today. The fry cook seemed to be charged with not only cooking the food but tracking orders and that seemed like responsibilities that were better left to the other employees. There was another man who came in and out of the back who seemed to parrot orders but that wasn't effective.
While we stood for a time, waiting for the fry cook to take our order, a woman gingerly walked in from outside and jumped in front of us. She clearly knew members of the establishment because she was welcomed so the act wasn't even chastised.
At that moment, I felt a weird "uh-oh" feeling but tried to brush it off and just order!
When we pointed out that no one had even taken our order, the fry cook seemed annoyed (to be fair, probably not so much with us but the state of poor assistance in the restaurant). Then there was a kindly, mature African American woman assigned to the cash register. I have frequented this location of Jim's Steaks for years, and I never saw the mature cashier before. We repeatedly told her our order and before submitting payments asked to split the order. Again, prior to handing over a card, we made it clear we would like the order split between TWO cards.
I specifically wanted to pay for my order. A frazzled look came over the cashier's face and she asked if she could just split the order between two cards. So, she ignored my initial request in favor of something, I assume, she thought she knew how to perform on the cash register. In trying to help the cashier along, I said ok..please SPLIT the order. She said she would place the remaining balance on my brother's card. Then the mature cashier proceeded to place the ENTIRE order on my card.
When confronted, suddenly, a young (I assume a more experienced) Caucasian woman appeared and promptly told us "Sorry, no refunds. There is nothing we can do."
Huh?!!!
To add insult to injury, the cashier and this young lady told my brother to go to the establishment's ATM and take money out of his account...TO SOLVE THEIR EMPLOYEE'S ERROR.
I say...WHAT? So let me get this straight. Your employee made an error. Rather than provide genuine apologies or a respectable solution, WE need to go over to YOUR ATM and take out money??! Flustered with the outright lack of professionalism displayed by this group, I was still very cordial yet honest with the young woman as she stood beside the mature cashier.
I told her my money was tight and I really needed her to correct THEIR error.
The look of disgust and annoyance that came over the young woman's face told me I was dealing with a caliber of employee that clocks in and out, is NEVER wrong and will go to the mat for all the wrong reasons in a hot second.
Again, I was told. "Yeah, we can't help you. No refunds." She didn't WANT to make it right. I was so incensed by how I was treated, I left and asked my brother to collect the food. To be clear, I'm not a "hold my earrings" kind of customer. I will do my best to work with an employee because everyone makes mistakes. Later, my brother told me the staff wanted patrons to track their orders in a way that suggested they didn't have a system in place to know who got what. In other words, they asked for too much involvement from patrons in tracking food orders that it felt unprofessional and inappropriate. It went beyond asking what you ordered!
How myself and my brother were treated made me sick. Jim's Steaks is not cheap! We just placed my 82 y/o father in rehab after a scary craniotomy and after weeks of fear and wondering if he would make it, we decided to chill out and grab a bite to eat. Parking in town and hospital stay...not cheap! I share this to say, we all got hardships. Don't punish your customers for what angers or haunts you. Take accountability for your actions!
Service
Take out
Meal type
Dinner
Price per person
$10–20
Food: 5
Service: 1
Atmosphere: 2
Service
Dine in
Meal type
Brunch
Price per person
$20–30
Food: 5
Service: 5
Atmosphere: 5
Recommended dishes
Cheesesteak with Onion Sweet and Hot Peppers
Service
Dine in
Meal type
Lunch
Price per person
$10–20
Food: 5
Service: 5
Atmosphere: 5
Recommended dishes
Cheesesteak with Onion Sweet and Hot Peppers
