Homestead

Husband and I ordered to-go today. The order was wrong, so we brought it back. They ended up just throwing all the same ingredients back together, so the hot fudge was cold and the ice cream was melted. We asked for a refund, which they honored. But, we LOVED homestead, so I decided to submit a formal complaint to bring it to the manager's attention and ensure a better experience in the future. And it all went downhill from there. I asked for the manager, who argued that we didn't specify the way we wanted it. I told her it was counter intuitive to argue, it was obviously just miscommunication. Then she said, "We refunded the money, so I don't know why you're calling to yell and curse at us." I hadn't yelled or cursed once, so I think she took it personally and was feeling attacked, but I hadn't done anything to harass or attack her in any way. We LOVED Homestead - I would never want to offend them or make them feel less than appreciated! Anyway, I told her, "I just wanted to submit a complaint so that our experience can be better next time." SHE HUNG UP. Why? Couldn't they have just apologized and said they'd address the problem? That's all I was asking for. I called back and asked if it was normal protocol for their managers to hang up on customers. We eat there regularly, doesn't that matter at all to them? She said, "Is it normal protocol for you to call and yell at us when we already refunded your money?" I corrected her, "I haven't yelled, in fact you are the one who is raising your voice at me." She admitted to raising her voice, "I'm raising my voice because I'm frustrated!" She didn't need to feel frustration, a customer complaint shouldn't be automatically be viewed as hostility. We eat here very frequently and have never had a bad experience, love the waitstaff and always tip well. I wasn't looking to waste anyone's time. I had, though, had MY time wasted by having to bring back the item TWICE. We have shared this desert many times before, I know what it is supposed to taste like. I would think that, with how often we frequent this restaurant, we could have gotten a sincere apology --- nope. I receive better customer service at McDonald's. Her tone of voice was hostile and condescending, I didn't get a single apology. She interrupted and wouldn't listen to me. Obviously she had a rough day, but being unkind to customers doesn't fix that. I complained to prevent having to write this review about a restaurant that I've loved since I was a child. This manager's name was Cory - I would like a sincere apology. We absolutely will not be back, because the way that I was spoken to today will always leave a bad taste in my mouth. Feedback from customers should be welcomed and encouraged. One of Cory's statements was, "I've worked here for years, so..." I'm not sure what her point was � but, typically, apart of being a good manager is the ability to speak with customers in a dignified manner. Had I been yelling or swearing, I could understand her becoming frustrated, but I wasn't. I wasn't even angry really, just disappointed. She took the complaint personally and apparently thinks that her having worked there, "...for years" means that she is exempt from showing kindness and appreciation for her customers. I am submitting a complaint to the owner tomorrow and will update this review accordingly.
8 years ago (19-09-2017)

I haven't been in the Homestead in quite some time. I remember it being much better than my visit tonight. The service is still wonderful, yet the quality of food has dramatically declined. The portion sizes and taste are sub par. I don't foresee visiting the Homestead again, sadly.
8 years ago (24-09-2017)

Service was slow. Drinks not refilled until hunting waitress down. Food was okay but would not be enough to get me to come back with the service provided. Would have understood if it had been busy but all the staff were talking to each other. No manager in sight all the time I was there.
8 years ago (08-09-2017)

Nice atmosphere. Excellent service. Very good food
7 years ago (08-12-2017)

They had really good service and food. But the cinnamon bun was to die for!!! A must get!
8 years ago (03-10-2017)