Really sad that this place can't be decent - I've been here several times over the past year because it has so much going for it. Sadly, not coming back - just not at all the fun and relaxing experience it could be.
Beers here are absolutely the best - some people have reported flat or vinegar-y beers, but that just hasn't been my experience. The quality of the beer is really top-notch. Food is equally good - awesome brats, seasoned fries second to none, and while I wouldn't say its the best hamburger ever, it certainly ranks with the best in Beijing. And location is cool as well.
The problem is service, service, service. The staff seem to have clear favorites, and if you're part of the 'in' crowd, you want for nothing. Everyone else - well, spotty service would be a compliment. If you look at the positive reviews here, you'll see that even they mention how staff forget orders, get things mixed up. It's common to wait 45 minutes for an order of fries - waited half an hour once for a plate of pickles! If you want a quick burger and a couple of beers after work, it's just not going to happen. It's frustrating to order food, watch someone else order food ten minutes later, then watch them finish theirs before you even get yours. And it's the same whether the place is full or empty.
I guess I'd expect to be ignored by a text-messaging waitress if I were drinking 5 quai beers in a hutong - but when I'm paying 5 pounds a beer, I expect a bit more. No one really seems to have any proper restaurant training - I don't think anyone has ever intentionally neglected me - but generally no one seems to know what they are doing. Seems only one person pulling one beer at a time, no matter how busy it is.
What's really frustrating is that, after you've waited 15 minutes or longer to get a beer, you have to watch it closely to avoid having the bussboy or gal grab it away from you before you're finished! It's a super buzzkill to lean over to talk with a friend for a sec, only to find someone decided you didn't want the last third of your beer and is running off to the dishwasher with it. I don't know if this is because they don't have enough glassware - or if they'd rather you not take up their table space - but it happens pretty much every time I go. If you ask the woman to not take it away so quickly - you know, wait til its empty - she just makes fun of you. Same goes even for food - got to ask your friends to watch your food like a hawk if you decide you need a smoke or a toilet run, or definitely won't be there when you return.
Last straw recently is the fake 50 quai notes I've received in my change there. Starting to feel like I'm paying an extra tax for the pleasure of being there.
Wouldn't take too much to make this a great place - but can't wait any longer. Similar places in Beijing just doing a better all-round job.
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Comments
Re: Tired of hoping this will become a decent place
Hi Dongchenren,
My name is Chandler and I’m one of the two founders of Slow Boat Brewery. First, I want to extend a very sincere apology for your dining experience at our Taproom the other night. Second, I want you to know that I take our customer’s feedback seriously. Some of what you’ve described I knew was a problem and we have taken steps to resolve it and some is a surprise.
We are in between managers and although we have earnestly tried to maintain great service in the interim, it’s evident by your review that we have not achieved our goal. Our new manager will be starting this Friday and I hired her because I have confidence that she will help us increase the level of customer service while decreasing the time customers must wait for food. That said, comments like the ones you made are cause for self-reflection and I will be meeting with all of our staff to work on ways to improve our service and timing.
I am aware of person that likes to text while behind the bar. She will be no longer working at Slow Boat Brewery.
I was at the taproom last night when a customer came to the bar and asked / begged me to give her another coconut porter for a customer that she thought had left but, in fact, had not. She explained that she had the Ayi clear the beer on the table and that she felt bad (and he was angry). I poured her another beer free of charge. If this was you, I want you to know the full story, not to excuse what happened, but to let you know that our Ayi removed your glass at the request of a customer who indicated you had left. Much of the time, our Taproom operates at full seating capacity and clearing away dishes to open up space for new customers is a priority for our Ayi. Regardless of the circumstance, we understand that having your drink (or food, for that matter) taken away before you are finished is annoying and we will speak with her, and all our staff, and ask them to take extra care in making certain a customer has indeed left before clearing away their dishes.
Regarding the counterfeit money, all of our change comes from the bank down the street. We also have a counterfeit money-checking machine that our staff uses. I’ll admit that most of the time we use it for 100 rmb bills, so a 50 rmb bill could have slipped by. If you will bring the counterfeit bill back I’ll be happy to exchange it for you. In the meantime, I will make sure that all bills of higher amounts are checked from now on.
A bad service experience sucks, especially when you’re hoping for something more. All of us here are sincere in our efforts to improve things based on customer feedback. When you have time to return the counterfeit bill, please stay awhile for a burger and beer on me. By having you back, I hope to convince you that we are human and make mistakes but that we value you as a return customer.
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