More than once bit­ten

Pasatiempo - - Dear Pasa -

Fi­nally, some­one speaks the ab­so­lute truth! I’m re­fer­ring to your res­tau­rant re­view ti­tled “Re­al­ity bites” [Oct. 15], in which you crit­i­cize The Orig­i­nal Real­burger, or Real­burger as it is re­ferred to by your av­er­age Santa Fean. I was so pleased that the truth was re­vealed about their poor qual­ity of food, lack­adaisi­cal ser­vice, and nonex­is­tent man­agers. I have lived in Santa Fe my en­tire life and will no longer spend one penny at this es­tab­lish­ment.

I re­cently used Real­burger for a catered event that was hor­ri­bly de­liv­ered. We re­ceived ab­so­lutely no ser­vice from the wait staff nor did the kitchen man­ager at­tempt to over­see my event. When I at­tempted to in­form the man­ager/owner of my dis­ap­proval, he was nowhere to be found, even when the staff at­tempted to con­tact him by phone. I per­son­ally had to serve my guests bev­er­ages and clear plates. Where is the de­sire to pro­vide qual­ity cus­tomer ser­vice?!

I have worked in the hos­pi­tal­ity busi­ness for over 30 years and have never re­ceived or seen such bad cus­tomer ser­vice. Items I specif­i­cally or­dered for the buf­fet were not on the buf­fet even af­ter be­ing as­sured by the owner dur­ing our ini­tial phone con­ver­sa­tion. The food was served scarcely warm giv­ing the im­pres­sion that it had been pre­pared early and left sit­ting un­til we ar­rived (on time, by the way). Thank good­ness it was sum­mer; no one re­ally com­plained. And we were served warmed frozen veg­eta­bles for a veg­etable pri­mav­era. Can you say “yuck”?

It was im­pos­si­ble to speak with the owner about my dis­as­trous ex­pe­ri­ence. When I heard of your re­view, I was ec­static. I heard from a third party that the owner was quite up­set with your re­view. Bravo, Rob DeWalt! Bravo! Your col­umn is meant to stir not only our taste buds but in­form us of be­low-stan­dard ser­vice in a city that prides it­self on in­dige­nous foods and out­stand­ing ser­vice. As you stated, it is time for Real­burger to get real and reeval­u­ate their ser­vice in or­der to par­tic­i­pate in Santa Fe’s es­tab­lished res­tau­rant com­mu­nity of qual­ity.

Mr. DeWalt, thank you for your great res­tau­rant re­views. I read them and value them tremen­dously. I am sure other Santa Feans do the same. Happy din­ing in our beau­ti­ful city!

Con­suelo M. Con­stan­tine

Santa Fe

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