Bourbon & Branch
San Francisco, CA 94102
Phone: (415) 673-1921
11/02/2007 Posted by cironside
I made a reservation for six via the online form (since B&B doesn' t publish a phone # for reservations) and almost immediately received a confirmation. A couple days before the date I wanted to update the group to 8 and filled out another form. By the day of the reservation I hadn't heard back, so I called and spoke with Kayla (found the number on my inital reservation confirmation). She explained that tables only seat six max and the larger tables were all booked, so I couldn't increase the reservation. When I tried to explain my frustration that no one had responded to my second request, her answer was not an apology but "we're a high volume establishment". She was not in the least bit apologetic, and told me she wouldn't listen to my frustration but would either cancel my reservation or hang up on me! I never swore or did anything to offend her personally. I understand its hard to get a last minute reservation in SF, but when you (1) provide only the web as a way to make initial reservations (2) don't respond to the requests and (3) act snobby when guests express frustrations because your too busy to be concerned with them, this reveals extremely poor customer service skills!
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