Melting Pot

We booked for Christmas Day thinking it would be a wonderful experience, however, it was by far some of the worst customer service we have ever received. At arrival for our reservation time we waiting 35 minutes to be seated walk-in’s who did not find time to make reservations were seated before us. Upon being seated I noticed there were flower petals all over our table (usually for special occasions), I thought this must be a Christmas thing. Once seated we got a waitress who did not happily greet us or ask how we were doing or even how our holidays had been. She took our order and when we let her know of my husband’s Celiac Disease it really went downhill. We asked to substitute two items due to the allergy. She came back and told us that since we wanted the “much more premium filet cut than usual” it would be $20 up charge. We called the manager over to discuss because I think she was confused with what we were asking for. Either way the manager, who was extremely rude came over and told us this filet was so much more expensive because it’s a special menu. Whatever. We didn’t end up getting the filet just based upon principle. Well about five minutes later the waiter for the adjoining table offered to sub out their items they merely disliked (no allergy) for the “premium filet” free of charge. At that point I was fuming. Clearly this waiter knew what he was doing and this would have happened had we not asked why they were getting special treatment. An hour after we were seated our waitress came back over to retake our order. At this point, nothing but water at our table. I was about to lose my mind. She said our order got cleared out when she was asking the manager about the steak. No apologies, nothing. While we are waiting we saw the same waitress and manager go into the room behind us while the family seated at the table got up and left. After finally getting our cheese 1.5 hours after being seated, not one single time did this waitress stop to ask how our food was or if we needed anything. Not once. We finally received our salad at hour 2 with the entree to follow 10 minutes later. Still nothing. Not even a water refill. Or an ask to refill the one glass of wine each that we ordered. At hour 3 we were just getting our chocolate. At this point I was so irritated I couldn’t even enjoy it. She brings our bill over and as I suspected they tried to add the $19.99 charge for flower petals and one rose that was on our table. I quickly told them to remove that because I never asked for it nor would I. What a rip off it would have been. Plus I hate flowers. With all of that being said, our Christmas dinner experience was horrendous, nobody seemed to care including the manager. She made snarky comment when I said “we eat here a lot”. Which we do. I consider multiple times a year a lot when it’s a pricey place to eat. I was less than impressed and I have reached out to their corporate office to file a complaint. If the manager had simply just apologized instead of being rude throughout our entire situation it would have made a big difference. Returning customers is a big deal in this economy. Think about that. Being treated like we don’t matter was not the way to go with this. Very disappointing and we will be booking our experience elsewhere from now on. Update: I was contacted today by manager, Brandy, and she apologized for our service. I feel we had a positive discussion and we will be going back to The Melting Pot in Kennesaw again to give it another go. We do greatly enjoy the experience and the food. I am very glad we were able to have a conversation.

Love the Gluten Free options. Looking forward to returning