My spouse and I have eaten at Flat Rock many, many times in the past and have always taken advantage of special coupons and offers when available. So, when we received a coupon in the mail for a free appetizer with an entree, we were enticed and decided to have a pleasant lunch at Flat Rock. We have never had a problem redeeming a coupon - until today. Upon presenting our coupon, we were told that with the lunch menu, we could not use the coupon because lunch items were not entrees. When we questioned this, the server promptly sought out assistance from the manager. The manager, in no uncertain terms, reiterated that lunch is not an entree and he flatly refused to honor the coupon. We pointed out that no where on the coupon did it specify dinner only and that an entree was simply the main course of any meal. As we had planned to order an appetizer, side salad, and a lunch entree we met the requirement of the coupon. He refused to budge, The discussion was civil, but it was obvious that the manager had no tact or customer service skills. In fact, when I suggested to my spouse that we leave, the manager said, ""Please!"" In the times we have eaten there in the past, we have found the service to be poor, with rude staff and now I know that it filters down from the top management. The reason that we have eaten there so often in the past is because of the atmosphere and 2 dishes that we particularly like. No more. I can say with all 100 per cent surety, that I will never step foot in Flat Rock again. It is interesting that they could alienate repeat customers on a point that would probably have cost them 2 or 3 dollars.
Pros: physical environment
Cons: rude, argumentative, poor customer service
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