I submitted the following complaint to Nick and Sam's website over a month ago, and NEVER heard back from them, which is not surprising after what I have already experienced with this restaurant and their lack of customer service.
I would like to draw attention to, and speak to someone about, the unacceptable customer service provided by Nick and Sam's steakhouse in Uptown this past Saturday, January 30th 2021. I made a reservation for a party of 7 on 1/19/21 for 1/30/21 to celebrate a friend's birthday. The reservation was under (retracted.) We had friends coming in from out of town and planned our entire weekend around this reservation. None of us had ever been to Nick and Sam's, and we were incredibly excited about the birthday experience we've seen all over social media.
I called Nick and Sam's Uptown at 1:49 PM on Saturday 1/30 to confirm if we needed to pre-order a slice of the birthday cake, or if we could order at the restaurant. There was no answer, which I assumed was because the restaurant does not open until 4:00.
I received a call from Nick and Sam's at 2:56 PM, which I missed because I was on another call. At 3:09 PM I called the restaurant back, which is when they informed me that our reservation was being cancelled. They said that someone from the CDC had visited their restaurant the night before, told them they were over capacity, and that they needed to adhere to the CDC guidelines of 50% capacity. I would like to first point out the error of not following CDC guidelines, this error being completely on the restaurant itself. I asked how they had chosen which reservations needed to be cancelled, informed them that our entire birthday weekend plans had been made around this reservation, and was told there was "nothing they can do." If the CDC had visited Friday night, 1/29, I should have been given a call on Friday to inform me of the issue, and there should have been a contingency plan in place. Instead I wasn't given a call until roughly 3 PM, a few hours before my reservation, which left us little to no time to make other plans, especially on a Saturday night given the pandemic environment. I asked whoever I spoke to if they would call the other Nick and Sam's location and that we should be given priority seating there due to the restaurant's error. The woman on the phone told me should would give them a call, and call me back as soon as she had an answer. I NEVER received a call back. I took matters into my own hands and called the other location myself. By the luck of my timing, the Nick and Sam's Grill on Preston had a cancellation and could get my party in at 8:00 PM. Nick and Sam's Uptown NEVER called me back to confirm anything. If I hadn't called the Grill on my own, we would have been left without a reservation.
Not only were the errors of Nick and Sam's Uptown incredibly unprofessional, but the lack of trying to make up for their mistake and unresponsive communication was completely unacceptable. We were very thankful for Nick and Sam's Grill squeezing us in at the last minute, only because I called them on my own, however the experience was nowhere near the same upscale and exciting experience we had been planning for. The Grill is a much more casual atmosphere, and we were charged for 100% of the meal, including the birthday dessert. I have never experienced such a lack of customer service as I did from Nick and Sam's Uptown. Is truly unacceptable for a restaurant of this caliber, popularity, and price tag. I wanted to give the restaurant the opportunity to speak to me directly, rather than taking to reviews and social media to complain about this experience.
I gave them that opportunity, and they did not take it. To this day, they have NEVER gotten back to me. Others deserve to know the kind of place this is.
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