That said, we will always support a responsible decision in the best interest of our customers and all concerned.
SHOULD UMBRA CLOCK TOWER BE LEGAL HOW TO
We sincerely apologize if they misread the situation and you felt embarrassed and we will absolutely discuss with them how to approach similar situations. In fact, it serves their interests to continue to serve as tips generally increase the more a customer spends so we can only assume that they, in their very best intention, believed this to be a situation they needed to cease the service. There is no clear “test” obviously and so we have very experienced staff who do their best to make sound judgments and as you noted from prior visits, they provide exceptional customer service and want nothing more than for our guests to have a good time. It is a tricky situation for all concerned and sometimes prescription meds, jet lag or other factors can cause such a judgment to be difficult for staff to assess when assessing a customer.
TABC is beyond strict about such matters and our staff could lose their certification if implicated in a situation where they knowingly over served someone who ultimately gets in an accident or worse. As a general company policy, if our staff believe someone has been over-served it is not only their responsibility but LAW to no longer serve them. Please know as with all reviews, we will certainly talk with our staff about the incident. Kim, I posted a similar reply to your Facebook and Yelp reviews of your experience so hopefully one of these has reached you. So ultimately, I was able to enjoy a drink with my friends DESPITE the lack of service from Umbra. and promptly ordered another for himself. This entire situation was APPALLING customer service, was utterly unwarranted and is absolutely NOT how to run a business. So here I am to MAKE SURE that the manager gets my message loud and clear.Ĭutting of a customer without warning, reason, or reasonable example of why after TWO DRINKS is nothing short of ridiculous. She said that she would listen to my complaint and relay the message to the manager. (Alex or Alexis I believe was the managers name?)
the server came back and indicated that the manager would not be coming out. I asked to speak to the manager as I was truly surprised and honestly quite humiliated.
was out of the clear blue with zero explanation of WHY the decision had been made. no one from Umbra had informed us of any issue either. being silly as is common for women on a girls night out. (we were all laughing and having a good time. had not been acting "drunk" (because I wasn't) nor had I or any of my friends been causing any problems. that I had been "cut off" (mind you I had had TWO glasses of wine previously. and apologized saying she had just been told that she was not to have served ME. The waitress returned with 2 drinks (not 3). I ordered a drink as did my two other friends. I decide to stay with two other friends we ran into who were there also. enjoying the company and conversation.Īs we were leaving. all totaled we were there for about 2 hours. (I called my friends this morning to confirm). absolutely none of us were "affected" drunk, tipsy, buzzed, or otherwise. 5 of us decided to pop into Umbra for a glass of wine and some appetizers. after our chocolate making class next door. I was on a happy "girls night out" with 10 other friends. I will be sure to share my experience with all of them as well. I am a small business owner, my husband is a pilot. and frequent Main st regularly as do my circle of roughly 300 friends. what transpired stunned me and has left me with a VERY unpleasant taste in my mouth for the place. For what its worth, I have always loved Umbra.
the situation last night deserves notice.
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