I have eaten at Gen Korean barbecue…
I have eaten at Gen Korean barbecue many times. As a host family to Korean high schoolers, the food sure gives them a sense of home. However, yesterday I had an experience at two locations that I do not wish to repeat ever. The first experience was at your Carrollton location. We were a party of three. The hostess and wait staff were very friendly and seated us immediately. It was just 1130, so it wasn’t very busy. Upon giving our order, the server began to bring our food out. However, the very first thing we ordered was the pork bulgogi. All of the other food was brought to the table, we waited and waited, and then reminded the server twice about the pork Bulgogi. The third time we asked, the server went and spoke to the manager. The manager came over then, after all the other food was served to us, and told us they were out of pork Bulgogi. I cannot eat beef, and so it was the only option for me. When there were no other options and almost none of the served food was eaten, we decided to leave and go to your other location in Frisco. Before we left the Carrollton location, we were charged for two full dinners, even though we didn’t eat anything! In my opinion, it was extremely manipulative, and it was bait and switch operational decision made by your manager. She didn’t even stay out on the floor. When we were leaving, she told the server to charge us and left the room. What a cowardly move that was. We should not have been charged for anything; we should’ve been told upfront that what we wanted, the very first item we ordered, was not available, instead of all the food being served so that the management could charge us. At the very least, we should’ve only been charged for one meal.
Then we drove all the way over to the Frisco location, only to be seated and told by the management that there was pork Bulgogi. We asked before we were seated, and at that location, the server did tell us beforehand that they didn’t have any. But again, management was not honest, and we would’ve had to pay for a second lunch without getting what we wanted. In the second case, we were able to leave without incurring any fees. However, how sorely disappointed I was not only in the Carrollton location's managerial staff behavior and the manipulation, but also the fact that two of your restaurants did not have the pork Bulgogi. I will not be returning to Gens anytime soon because of this behavior, and because you were out of the item. I’ve also started sharing with my friends, my experience. This will also be very disappointing to the many children who come to stay with me to attend high school here in the United States, but it is also extremely disappointing to me and a huge letdown.
I believe I’m entitled to a refund for the two dinners that I had to pay for that were not eaten.