Long-Time Customer No Longer Satisfied
I’ve been a loyal patron of this establishment for over 25 years, starting when it was called Lion’s Restaurant in 1998. When the ownership and name transitioned to Eli’s in the early 2000s, I embraced the change and continued to frequent the restaurant regularly. Over the years, I’ve brought my staff, family, and friends, consistently spending at least $1,000 monthly on meals, not to mention hosting events like my recent Christmas party, where we spent over $3,000.
Unfortunately, my last three visits have left me deeply disappointed and questioning whether I can continue supporting this business under its current management.
Today was the tipping point. I placed a $300 order for my staff, expecting the same quality and care that I’ve always associated with this restaurant. Sadly, what I received was anything but acceptable. The Santa Fe Barbecue Chicken Salad, a $20+ dish, was thrown together haphazardly, with no effort to make it presentable. It looked as though someone had simply tossed ingredients into the container without care or attention.
Another staff member ordered a chicken sandwich but instead received a roast beef sandwich. Mistakes happen, but this compounded an already frustrating experience.
I realized I had made an error myself by forgetting to order an additional salad, so I promptly placed another order through DoorDash, making sure to request extra chicken and no bacon. When the order arrived, it included bacon (despite my explicit instructions) and lacked the extra chicken that I was charged for.
At this point, I drove across town to address the issue directly with the manager. I explained my frustrations, detailed my long-standing history with the restaurant, and expressed my concerns about the noticeable decline in service and quality. I also emphasized how much money my businesses and family have contributed to this establishment over the years, including last month’s Christmas party.
The manager’s response was dismissive at best. He asked, “Do you want a refund on DoorDash, or should I just remake it for you?” There was no acknowledgment of the deeper issue or effort to reassure me that these problems would be addressed. When I asked what was happening with staffing and the decline in service, his reply was, “That’s my problem, not yours.”
This response was shocking and disheartening. As someone who has built a career in customer service, I was appalled by the lack of accountability and basic courtesy. To treat a long-time customer with such disregard is unacceptable.
Regrettably, I’ve made the difficult decision to no longer patronize this restaurant. I have informed my staff that company credits will no longer be approved for meals from this location, and I am advising my family members—many of whom live in the Salinas Valley—not to dine here either.
I understand that businesses face challenges, but customer service and quality should remain a top priority, especially for loyal patrons who have supported the establishment for decades. To be treated with such indifference is deeply disappointing, and I hope the owners take immediate steps to address these issues and ensure future customers don’t experience what I did.
