Reviews for Airline Dog N Suds

12/10/2023 - MenuPix User

04/14/2012 - Ben Jaehnig
My husband and I love to support local, small businesses, but we would caution anyone considering dining at the Dog-n-Suds restaurants. The following is an email conversation between us and the management/owner of the Dog-n-Suds located on Grand Haven Rd in Muskegon, MI on 4/13/2012.


First Email from us:

Tonight my family and I visited the Muskegon restaurant. We received the worst service. The food was excellent. The problem was with the manager. For some reason one girl was in charge of cleaning glasses and not helping with customers. Then we had to see and hear him belittle his staff. I have no idea why he would do this with customers in the dinning area. We kept waiting for some cameras to come out and let us know we were on a show. His actions will make me have to rethink whether or not my family will visit it again.


Response:

Thanks for your comments,

We have been alot busier than expected, and were training.
Soon we will not have a staffed dining room, table phones will be used to place orders.
There will be greater speed and accuracy using this method as the computer answers the buttons in the order they were pushed.

Have a great weekend,

Dog n Suds of Muskegon.

We appreciate your business.


Our response to this:

My husband received an email back that supposedly addressed his concerns over our dining experience on 4/13/12. I feel that this response was inadequate and unsympathetic. It's a shame because, based on this response, we will not be returning. We will also make sure to let everyone we know and come into contact with how our dining experience went. We have often dined at Dog-n-Suds and have been very pleased with the service and the food. This time was much different. The whole experience showed a lack
of respect for the employees as well as the patrons. It just showed poor management all around. Why have one girl at the counter, whose main function seemed to be washing glasses, and then have the poor waitress in training handling everything else?

The manager's treatment of the new server was horrendous. I'm surprised she didn't start crying. For this to be done out in front of the restaurant full of customers was so inappropriate. We were extremely uncomfortable and I'm sure the poor girl was mortified. I felt like we were on the show
"What Would You Do?". The manager even went as far as to blame the server for "freaking out" because it made him "freak out". A good manager would have instead offered support, encouragement and guidance to his staff and would have been the calming presence. One of the manager's comments was that the customers were going to "blame him" for her errors. Actually we blame him for acting like a horrible person.

All in all, a simple "we are training" would have sufficed to appease any concerns about slower service or any errors in the orders. We would be returning if that were the case.


Response:

Thanks again,

Have a great day.
Dog 'n Suds of Muskegon


Obviously, the manager/owner not only doesn't care about his staff, but also doesn't care about his patrons.