This review is for the management, not the food. - Flame New York - Kaufe eine Reservierung
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🤮 1/5 - This review is for the management, not the food.
By 👻 @ran l., 02/03/2022 3:00 am
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I unfortunately did not get a chance to try the food. I hate giving bad reviews on Yelp, and consider myself a pretty flexible customer. That being said, the experience I had with the management at Flame was incredibly rude, dismissive, and scolding.TL;DR: Was not able to physically get to the restaurant in time for my reservation because of holiday street closures/police blockages, and was charged a no-show fee of $140. After three tries of trying to get a manager to call me back, she rudely told me it was my fault for not canceling the reservation or making it in time for the reservation, even though I had called the host. I had a reservation for 7 people the night before Thanksgiving. Flame's reservation policy is no shows will be charged at $20 per person. When I made the reservation there was no indication from the restaurant that I should allow extra time to get there because of road blockages.Flame is right by the Museum of Natural History, so on Thanksgiving Eve police had blocked off all roads and walkways because of the crowds coming to see the balloons be blown up for the Thanksgiving Day Parade. We could not PHYSICALLY CROSS THE STREET TO GET TO THE RESTAURANT. The only way to get across the street would be to walk all the way down to 72nd St and come back up. I called the host about 30 minutes before our reservation to let them know we are having trouble getting to the restaurant because of the street closures. The host was very understanding, telling me that he himself was late to work because of the all the blockages. Unfortunately he could only hold the table for 15 minutes, which would not be enough time for us to make it. I asked if I could cancel the reservation and he said he would try.The day after Thanksgiving, I was charged a no-show fee of $140 ($20 per person). I immediately called the restaurant to see if the charges could be dropped. I spoke to a hostess, who was very understanding but ultimately could do nothing. She told me she would leave a message for the manager who would call me back. I didn't receive a call back.I called again two days later, and happened to speak to the same hostess. She was surprised I called again because she thought that the manager had called me back. She again took my number and told me she would leave a message for the manager. I didn't receive a call back.I called again some days later and finally spoke to the manager. I explained the unusual situation and how I tried my best to make the reservation on time. She was detached, immediately dismissive, and NOT understanding at all. She BLAMED ME, telling me I should have canceled the reservation if I wasn't going to make it, (even though I called and tried) and said it was restaurant policy to charge for no-shows. She dismissed how hard it was to get to the restaurant that day. She denied knowing about other times I called and DIDN'T EVEN LOOK UP MY RESERVATION to confirm any of the details. I called Yelp Reservations, and they told me that I have to take it up with the restaurant. I tried filing a dispute with my credit card, but because the reservation was made through Yelp Reservations, my credit card spoke to Yelp and not the restaurant. I now have to pay $140 for an unfair no-show.
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