Tonight we went back to the Max
& Erma's on Virginia
Beach Blvd for the first time in about three years. And I don't
think I will ever be going back.
When we first moved to Virginia
Beach, we spent a lot of time in the area of Pembroke
Mall. This was mostly because we didn't know the area, and there
were things to do up that way. One of the restaurants we thought
were good at that time was Max & Erma's. It wasn't overly
complicated. It had a decent menu. It wasn't a bad place to bring
the kids. But the feeling didn't last.
Over a period of a couple of visits, we
couldn't help but notice a steady decline in the quality of the
service. The place was always clean and I can't think of a problem
with the wait staff, but other things were problems. Most of the
problems we were having were that it was taking longer and longer for
the orders to come out. And parts of orders were starting to be
forgotten. And with small kids, that was starting to be a serious
issue. I couldn't help but notice that not only was I waiting a long
time for food to arrive, but I was also waiting so long for the check
and then my card that Natalie started taking the boys out to the car
while I would sit there alone for 20 minutes or so at a time.
Eventually, I just decided we were
never going to go there again. And that was three years ago.
(This isn't the only restaurant I feel
this way about and the story is almost the same for those, too.)
Tonight, Natalie really wanted to go
give Max & Erma's another try. She had a coupon. She was tired
after doing a whole day's work at school and then straightening up
the garage so we could fit a "new" freezer we had acquired. I
decided that maybe three years was long enough, and maybe Max &
Erma's would be better now.
I expected the worst, but hoped for the
best. I was left disappointed.
I sent an update to the social
networking sites I when we put the order in for our meals. Nothing
complicated. The kids ordered kid food-a cheeseburger and corn
dogs. Natalie ordered a burger and I ordered a really simple chicken
dish. I didn't think it was anything all that complicated. Not at
all.
All the while I was pinging along on my
phone. Jake was finishing his homework. Sam was playing on his DS.
Natalie and I were talking. And then it started to feel like it was
taking a long time. The place really wasn't that busy.
According to my
Plurk timeline, we placed our order at 18:40. The waiter, Will
(who was really doing a good job) apologized at 19:20 about the food
being late. That really got my attention. At least that was an
improvement over the last time I was there. That time they didn't
even bother to talk to us between ordering and delivery (and I lost
track of time with my tempter). Will did a good job.
The food did arrive at 19:25.
Did I mention that it was a kid's
cheeseburger, corndog bites, adult burger and a easy chicken dish?
The whole thing should have taken less than 10 minutes to cook. We
hadn't ordered any starters when we sat down, because we were worried
that was what killed the pacing the last time we were there (and the
cookie order just completely screwed that night 3 years ago).
At the point that the food arrived, I
was looking at my
feed on Twitter. 43 minutes.
Yes, 43 minutes.
I asked the waiter if there was a
problem in the kitchen. I didn't actually expect him to say yes.
I filled the manager in on the fact
that we had a series of bad experiences at that location three years
ago. And that this visit was really their last chance at convincing
me that the Max & Erma's brand was worth attention, time or
business.
We did get an explanation about what
the problem was in the kitchen. It was the kid's cheeseburger.
Seems that earlier in the week the kitchen had run out of kid sized
hamburger patties. While waiting for the order, the kitchen had been
hand modifying adult hamburgers to fit the kid's buns. Seems the
cook tonight didn't know that, and the manager had to cook Jake's
burger himself because no one in the kitchen could understand what
they had been doing all week (and I assume all night).
I thanked the manager (I'm sorry I
don't remember his name. He was very nice, understanding and I would
say professional). And I explained to him that this was exactly the
same kind of problem we saw with the restaurant three years ago, and
I didn't think I was ever going to go back.
We ended up skipping desert (made up to
the boys at Cold
Stone Creamery). We did get 25% knocked off the bill, and
coupons for free stuff there for another trip. Natalie took the
coupons. I don't think I will ever be going back to that location.
I may be soured on the brand enough that I don't think I will be
setting foot in another Max & Erma's for a good long time.
I did tip the waiter, Will, on the full
amount of the check. He worked really hard and it seems caused a bit
of a problem in the kitchen trying to get us our food. I appreciated
the effort.
I also appreciated what the manager was
trying to do.
Max & Erma's-I don't care what
your website says. You're not "a better place to eat."