The service we received from Alana was, for lack of a better word, genuinely horrible. I do not say this lightly, and I would never typically call someone out by name like this, but to anyone who is sober and simply trying to enjoy a night out with friends, beware.
My friend, who has worked incredibly hard at her sobriety every single day for the past 10 months, ordered a mocktail from the “Zero Proof” section of the menu, which specifically listed an NA sparkling brut. My friend clarified that she wanted the non-alcoholic option, and this was confirmed again by a separate waitress, who explicitly asked, “You want the NA champagne, right?” My friend said yes.
We received our drinks, and about halfway through, my friend realized she had been served regular champagne. When she asked Alana whether the drink contained the NA brut, Alana responded, “We don’t have that, and YOU didn’t specify.” Except she did, multiple times, to two separate employees. Not to mention, the NA brut was clearly listed on the menu.
What made an already unacceptable situation even worse was Alana’s response. Rather than acknowledging the mistake or showing even the slightest bit of empathy, she bluntly asked, “Is there something else you want?” No apology, sincerity, and no accountability.
My friend takes her sobriety incredibly seriously, as does everyone who loves and supports her. This was an extremely upsetting experience for all of us, and the absolute last thing she deserved was to be met with defensiveness and blame after unknowingly consuming alcohol. A simple, genuine apology would have gone a long way. Something along the lines of, “I’m so sorry this happened. There’s no excuse. What can I do, if anything, to make this right?” would have been more than sufficient. We weren’t expecting some grand gesture. We were expecting basic empathy and accountability. Instead, Alana seemed far more concerned with defending herself than acknowledging the seriousness of what had happened. My friends drink was comped, but we didn’t care about the money.
Now, I do want to recognize Brad, the manager, because he was fantastic. His handling of the situation is the reason I’m giving any stars at all. He was genuine, apologetic, and validated my friend’s feelings when she was, understandably, extremely upset. He acknowledged that when someone specifically orders something without alcohol, that request should be treated with the same seriousness as a food allergy. He responded with the empathy and professionalism that had been missing from our initial interaction.
We truly appreciated him. Atlas, you have a gem in Brad.
Thankfully, this experience will not derail my friend’s sobriety. But the reality is that the next person this happens to may not be so fortunate. For someone in recovery, unknowingly consuming alcohol is not a minor inconvenience, and it should never be treated as one. Atlas, please ensure that your staff understands the importance of accurately preparing and serving drinks ordered from the Zero Proof menu. If there is ever any uncertainty, clarify with the guest. And if a mistake does happen, take accountability for it. People who choose not to drink alcohol deserve to feel just as comfortable, respected, and safe enjoying a night out as anyone else.
