It was a long day, office birthday celebration, school runs and my son's homework marathon; so when I visited with my family for the first time, I was immediately impressed with the spacious seating and pleasant decor, I wanted nothing more then settle down, order and eat (to celebrate my birthday). We had initially thought of going to Gyu-Kaku, yet again, but I was bored with that, and so genuinely wanted to try another BBQ in the area (my eldest son likes Japanese BBQ).The restaurant was not that busy (around 7:30pm on Thursday), and we soon ordered our drinks and food and waited...My youngest son found the toothpicks and manages to throw one into the grill. My sister-in-law, heavily pregnant, told a waiting staff to see if it needed to be removed. As the grill was not yet turned on (food hadn't yet arrived), there was no real danger of any accidents to the children. However, I think the member of staff made a fuss about evacuating the table while he removes the toothpick and understandably, this upsets my guests (both my wife and her sister). Rather than placating the situation with a simple apology and conceding the point, the guy decided to doggedly justify his case (when he did not have a leg to stand on). The manager was called, and briefed on the situation and told to sort it out. As I see it, a child threw a toothpick into a cold grill, if the thing was so unsafe, I don't think they should be in business. In any case, we as the customers are there to be served with courtesy, not come up against their staff's bad attitude and ill manners. If an apology was made, we didn't hear it; we asked diplomatically for the staff concerned not to serve us which was ignored.I thought the saga was over, but it was festering (as it wasn't resolved by the manager), my pregnant sister-in-law was soon in tears and my wife (who was treating my birthday celebration) was seconds away from walking us out before the food had arrived; and in trying to play down the situation, I nearly got ripped to pieces. All because the waiting staff have no concept of customer service.I don't really care that Kin Tan have two restaurants compared to Gyu-Kaku's eight, or whether they even want a success business. I just want to tell you that even though I was happy with the value for money and quality of the food, we would definitely not be a regular Kin Tan customer.
Sorry to my readers, this should be about food, but if the staff and management do not care if you are turned away, then it cannot be a very nice place to eat.
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