An Open Letter to Zia's Restaurant in St. Louis

To the Owners and Management of Zia's on The Hill in St. Louis, MO:

My experience with the manager on duty at 7:00 pm on Friday, November 28th, was so terrible that I am compelled to inform you of the mistreatment my wife, my family, and I received.

Having called Zia's at 2:00 pm to make a reservation for nine diners, we were told that none were accepted (though Zia's web site states reservations are accepted Monday through Friday for groups of 6 or more), but to call back at 6:00 to be placed on the list for seating. Accordingly, we called at 6:00 and were told to arrive at 7:00. Upon our arrival we were then told our table would be ready around 8:00. We all understood the nature of the waiting list—and the fact that it is not a reservation. Still, this additional hour wait was confusing, since we had been told to arrive at 7:00 and not 8:00.

Wanting to understand the nature of this delay for future visits, I asked if it was due to an unexpected amount of diners. The restaurant was obviously crowded, and underestimating the number of patrons would have been a forgivable mistake.

In fact, it was the treatment by the manager on duty that was inexcusable.

Instead of answering my question, the manager threatened that she was "not going to let me stand there and scream at her." I apologized and explained that if my voice was raised I was simply trying to be heard over the noise of the crowded restaurant.

The manager continued to evade my question and condescend toward me, saying it was the day after Thanksgiving (as if I wasn't already aware of that), and the waiting list was only a "heads-up." This vague explanation failed to address my question or to describe the waiting list on which we'd been placed.

She continued to flatly and unapologetically fence with us and give not a bit of friendly service or understanding. When I expressed my disappointment at her lack of customer service, and that I was a local resident who would not be returning to Zia's, she responded by saying, "Good."

The manager was glad we weren't happy and she was glad we wouldn't be returning.

If this is acceptable customer service at Zia's, we certainly won't be returning. But moreover, the manager's lack of regard for us—not to mention her failure to treat us with even the modicum of respect one should offer a fellow human being—speaks to a total disregard for Zia's patrons. Her behavior does Zia's staff, management, and ownership a great disservice.

Respectfully,