"best service possible"?. i will start off by saying that the food is good and they have a unique selection, and these are the reasons that my co workers i became regulars here in the early months of the lili's opening.
however, my last time there was an experience that has kept me away since. i ordered a cheese buger which i discovered still had the paper wrapping on the cheese, after i had eatin half of it. my co workers joked around and gave me a hard time about eating wax paper and what it was doing to my insides. the waiter asked us what happened and they explained that the chef had left the cheese wrapper on my burger. he then apologized and said that he would take care of it. so, we assumed he would take off a percentage of my bill or offer me a dessert as a peace offering. nothing happened and we got our bills, to which they asked me if they had taken anything off and i said no. they went on about how that was crap and that lili's should do something, but since i am what people would refer to as an avoider, i told my friends it was ok. however, they did not feel that same way and told the waiter to tell the manager that they would like to see something done in the form of an apology. the waiter returned and said that the manager did not want to make a big deal out of it. they asked the waiter to inform the manager that we would not return if he did not want to make this right. the waiter came back with the same response. i felt as if i should at least get some sort of effort/apology since we had become fairly regular customers.
instead, this is what i got. i was filling out one of those comment cards to let them know that i thought the situation could have been handled better. but before i could start, the manager, vance, came out and said that he "would save me some time". and there, he lectured and complained to me for a good five minutes about why i expected something because i ate some waxed paper. overall, i was pissed at the fact that my co workers were the ones asking for a reasonable form of an apology and i was the one who got bombarded verbally by someone who claims they provide the "best service possible". i realize the owner may have been going through a tough time, but he has a business to run and i simply expected more from a place i was growing to really like. we emailed back and forth but vance stood by his original rant until he had received emails from our friends and then he offered us a gift card in hopes that we would return. however, with the amount of good food in fort worth, i never felt like returning to a place that treated me so poorly.
sorry for the long review and to any one who has had to suffer through my complaining, i normally only have good things to say about places and rarely complain but this one pissed me off. i hope you have a more enjoyable experience than i did.