The West End - A Public House

Reviews 4

PA

Pam M

My friends and I noticed that we were given menus that listed different prices for the same bottle of wine. We pointed it out to the waitress, who replied “oh yeah, there’s a bunch of different menus floating around out there”. She told us which one was the right one and we ordered a $22 bottle of wine. The service was decent, same with the food, but when the check came we were charged $30/bottle. We pointed out the mistake to the waitress and she went to correct it. But when she came back she said the manager could only “fix” one of them. We were incredulous, this wasn’t some kind of favor to us, this is what they were advertising on their menu! We asked to speak to the manager, and when she came, we explained the situation, to which she replied “oh yeah, there’s a bunch of different menus floating around”. As if these elusive menus were floating around the bar and no one could pin them down quite long enough to run down to Kinko’s and make a few copies. The manager, Megan, was downright rude. She had her arms crossed, head cocked and her eyebrows raised the entire time. She talked to us as if we were cheapskates trying to scam our way out of paying our bill. I tried to explain to her, that just because they didn’t bother to change their menus, that didn’t mean they didn’t have to honor the prices they’d listed, otherwise it constitutes false advertising. She made no effort to rectify the situation, and just stood there smirking. I told her that it was not an issue of money, but of principal, and that if this is how they make their money then go ahead and charge us $30 for both bottles. She walked away and changed both bottles back to $30, including the one she’d already “fixed”. Needless to say, I will not be returning to West End. I’ve read other reviews of people being scammed like this, and I encourage them to do the same thing I did, which is to file a complaint with the better business bureau (shockingly, they weren’t members, but I created a listing for them) for fraudulent pricing (it’s listed under advertising issues). I would also encourage West End to provide it’s managers with better customer service training. My friends and I had actually discussed how convenient the location was for our group to meet there every Thursday, but their management is so shortsighted they would rather receive $16, than the long term payoff of a group of repeat customers. Here are a few of statistics which may help them comprehend how customer service directly impacts financials: For every customer complaint, there are 26 other customers who have remained silent Source: Lee Resource Inc 91% of unhappy customers will not willingly do business with your organization again Source: Lee Resource Inc It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. (Source: White House Office of Consumer Affairs, Washington, DC A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people. Source: White House Office of Consumer Affairs, Washington, DC

MA

Mark Whitener

Horrible service! Every Sunday theres an excuse for lack of staff on the floor & cooks. Three separate times we sat at a table waiting for service for well over 20 minutes. Two of our times on our visit, the waitress did not show so they did not want to serve her area. When we finally ordered our food, they got our whole food order wrong! The waitress argued with us the omelet only comes with chicken and we clearly ordered the steak omelet... Its on the menu. I ordered the hamburger with the bacon & egg. I clearly asked for my egg to be thoroughly cooked. NOT RUNNY. The order they gave us was burnt on the bottom and completely dry. There was no bacon or egg like the menu said. They took the order back to remake it. They finally came back with an order with an egg half done! I asked for them to remove the hamburger from my bill. Three strikes...You’re out!!! The busboy does not speak english! I asked him for a napkin...he said he -- do not understand...No english! Where are we? If you live in America & work in America, you should speak & understand english! I had to go get my own drink from the bar as well as the condiments for our table & meal. It seems the wait staff will eventually service you but then will disappear inside. I saw 2 other tables had challenges with their meal as well as they went to the bar for their condiments as well. Each time I have spoken to the manager about these issues. Hes very apologetic but the same lousy service is still there. If you want to only drink...sit at the bar. How can someone get a beer wrong? The wait staff in the bar area, their dressing is not very appealing to the human eye! Spandex & tights are not for everyone and everyone should not that by wearing spandex and stretching it beyond the legal limits is an eye catching thing. This eatery is located in the Galleria area of Houston, the place looks fabulous but the service has chllanges. Go to McDonalds!

PA

Patrick Braud

I live down the street so Ive tried to make The West End my go-to spot for watching sports and meeting up when friends come in. Ive recommended we go there when friends come to town, and for several weekends in a row now weve been completely disappointed. Service is slow! Been living in the area for a few months. The first few times we thought it might be because it was just two of us (so they might not be eager to catch a tip on a tab with two people *our logic, whatever*), but after going there with a slightly bigger group (5-8) the last few weekends weve just been let down again and again. Took 20 minutes to get our first round last night for 7 people, and by the time the drinks got to us, the beers on tap werent cold, and my canned IPA was easily room temp. My buddy ordered the margarita and asked for salt on the rim (I get this might not be their specialty). Once the marg showed up and didnt have salt, he simply asked for a glass with salt on the rim to pour his drink into. The server then proceeded to bring a small high ball glass and a salt shaker to the table. Only a few people ordered food, and Ive always enjoyed the food, but wasnt surprised when the food didnt come out hot. Needless to say, Im disappointed that this couldnt be my go-to spot because its so close. Wish I had taken pictures for examples. They were a little busy when we got there at 8:00, but Ive been at all different times and levels of crowds over the last few months and always gotten the same service. Sorry, but going elsewhere now.

JE

Jenna Karen

Horrible Bar! Slow service and RUDEST STAFF of all time. I live 2street lights down from them and have come a handful of times. Food always mediocre. Music top 40. But I was never picky on the details. What did set me off this time making it my last one at this bar was the staff. We ordered two drinks. They took forever to arrive. 2am is closing time. New bouncer at the door named CHASE was so agitated prior to 2am and kept passing through 20mins before even though they didnt deliver my second drink until 1:50am. By 2:01 he was practically hovering over me to finish my drink! I tried chugging (which is didnt appreciate as its 1min past and they took 15 mins to bring me a simple Red wine) and bullied us out. I was respectful of my waitress and left the standard 20% tip. But as he was ruining my last moments another waitresss/or bar staff chimed in "its 1min past closing". Ive never been so disrespectfully rushed out of a bar like that in my life before. This was the rudest staff I ever encountered (aside my waitress who checked out prior to 2am or disappeared etc). Seriously this CHASE bouncer guy is a bully and hovered over us and ruined our experience there. Never going back again.