Name: OMG Cafe & Tapas
Telephone: (416) 553-7778
Rating: 4.8

Naty Alves

google

★☆☆☆☆4 months ago

I’m writing this review out of genuine frustration after my experience yesterday. I went out of my way to visit OMG after hearing great recommendations. I had been unwell for a few days and was finally feeling a bit better, so I really wanted to treat myself to some Brazilian food. This is not a place close to me.. it took me about 45–50 minutes to get there, which is a significant drive within the city. Before leaving, I checked the hours and saw that the restaurant closes at 8pm. Based on that, I made sure I would arrive with plenty of time. I walked in at 7:21pm. After the staff member finished speaking with another customer, I asked for a table for two. I was then told that the kitchen closes at 7:30pm and that they were essentially no longer serving. What was disappointing is that no alternatives were offered… no suggestion of items that might still be available, no attempt to accommodate, nothing. There were still people seated and being served, and I had arrived before the kitchen closing time. I fully understand not ordering complex dishes close to closing, but I was not even given the chance to choose something simple or quick. A display of ready items was visible, yet no effort was made to offer any option. If the kitchen effectively stops serving at 7:30pm, then the business hours should reflect that. Listing a closing time of 8 PM creates the expectation that customers arriving well before that will be served in some capacity. What made this particularly frustrating is the time and effort it took to get there. Had I known I would not be served arriving 40 minutes before closing, I simply would not have made the trip. This experience was disappointing and does not reflect good customer service. I hope management is aware of how situations like this are being handled, because based on the many positive reviews, this felt completely inconsistent. At this point, I would not go out of my way to return. Perhaps I would give it another chance only if I happen to be in the area, but not as a destination.

Response from OMG Cafe & Tapas

Hello Naty, we are sorry to hear about your feelings and experience with us. We would like to clarify some things for your reference, even for other potential guests, as purpose of information about hospitality service. This is no way demeaning of your opinion, it will serve as a open letter of best practices to all that are not familiar with the silent consensus within hospitality establishments. As you mentioned, you did not know OMG and how we operate. We are open Wednesday to Sunday, 10am to 8pm, Fridays and Saturdays 10pm closure. Deciding to come to an unknown restaurant, 40 minutes before closing is not enough time to experience whatever they offer. Our website states last seating and reservation 90 minutes before we close. You did not make a reservation or call ahead. The majority of GTA restaurants work with last call, usually 15 to 30 minutes, before official closing time. Why? Because it gives time to access the needs of guests in house, execution and enjoyment in a timely manner, that patrons are able to leave by the oficial closing time. That does not mean all businesses allow seating after last call, some just do food for takeout. Our dishes are all made to order, which ranges between 10-20 minutes. Because we are a small business and we take pride in taking care of our employees, we respect work life balance, and that they will leave on their scheduled time to their homes and families. That is the reason why we advise our guests that come through our doors after last call, that the experience would not be the same. OMG isn't just about food or drinks, it's about building a community, enjoying as a second home, share stories and laughs, and have a good time around here vibing with the music. After our staff let you know about that our kitchen was about to close, you left without us having any chance to engage in a conversation. It just seems very unfair and sad, that 1-star reviews come from a place with no understanding and from the same community we are trying to showcase. This hurts small businesses, which already are trying hard to survive in this industry. We understand your frustration and apologize once more if our server did not make extra effort to explain how we operate, but as we close Mondays and Tuesdays, and we make everything fresh every week, our products are expected to be quite depleted by the end of a Sunday. It's our intention. We did not deny you service, but we believe from your review, you did not come to eat a simple croissant or a salad. We strongly suggest reservations for weekend brunch and lunch, as line-up and full house are expected. Some guests sometimes cannot get a table in a timely manner. We hope you give us another chance, to show you what we are all about!