How not to run a restaurant

Recently we have had a new restaurant open just a few miles away.

This is part of the Chiquito chain and replaces an 'Old Orleans' restaurant that has been on the site for many years and although frequently quiet, served very good food, with good service.

The new Chiquito restaurant however has gone to the opposite extreme by being moderately busy but offering poor food and disappointing service.

On entering the restaurant we did have to wait a while before being seated, not because of a shortage of tables but because all the staff were running around, heads down and prodding away at their electronic order devices with a stylus.

We were duly shown to a table - standard fit I suppose, just too small to do the job!  The waitress was pleasant but struggled with the electronic device and could have taken the order in a fraction of the time if only she was allowed to use a pad and pencil!

The first course arrived OK and tasted very good - no problem there.  The trouble started when the main courses arrived.  Given that we were a table of only two it should be within their capability to ensure both meals arrived together, but no they were slightly staggered in timing.  I should have expected this because a nearby table had theirs delivered in three lots for a table of four!

I had ordered the fajitas which were excellent but this is where the small table got in the way.  The tray with everything on is quite large and by the time you have your drinks on the table it becomes very crowded.

My wife ordered the chicken burger.  This was where it all went downhill fast.  The chicken in the burger was extremely dry and tough.  We duly summoned the waitress, who had to call a manager because she was clearly not empowered to do anything.
A somewhat unkempt individual came to the table, and arranged for the chef to prepare a replacement, calling to the chef  'make sure you do it really nicely this time' - something that could be heard by the other customers.

The replacement burger was equally dry and tough despite this and once again the waitress was summoned, who then of course had to find the manager again.  We decided that we had had enough and were going to leave.  Graciously the manager agreed to not charge for the inedible food.

When the bill arrived, the way in which it was presented was confusing.  So once again we asked the waitress, who summoned a manager (get the picture?).

This manager was far more smartly attired and professional in his manner and explained the confusion on the bill.  He also did more to try and make up for the problems.  However by now we had had enough, paid the bill and left.

This is clearly NOT how to run a restaurant.  OK, it is new but I think the staff were poorly utilised, the electronic order machines took them away from being customer focused (and slowed them down) and at least one of the managers could learn about customer service.  It would also help if the waitresses were empowered to address issues such as this themselves, OK not the cancellation from the bill but certainly organising a replacement meal.

I was extremely disappointed with the experience and given the price of the meals I am very reluctant to try the restaurant again.

The chain had a customer feedback survey on the Internet to which all customers are invited to respond.  I reported my experience, fully expecting to be contacted further.  As yet - nothing.