[UPDATED] DG Burger at Charlie Palmer: Is Anyone Listening?

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UPDATE, 8:45 A.M., FEB. 1:  We've received a response from the Charlie Palmer Group--see bottom of post for details.

ORIGINAL POST, 10:30 A.M., JAN. 31: Well, it's evident the management at Charlie Palmer in South Coast Plaza aren't paying attention to what's being written about the DG Burger concept. Edwin slammed them a couple of weeks ago for having a testy hostess at the front (the idea being that you place your order, and then take a table). Yelp--which has accorded them three and a half stars, the same rating as the Carl's Jr. on La Palma and Kraemer in Anaheim--is full of mentions of the snippy service.

Today, as we were eating there, we got the eyerolls and not-quite-held-back sighs of frustration as we picked what we wanted to eat.
 As we sat and ate, the hostess headed back to chat with someone she knew (we assume, since the guest got a second helping of fries on the house). Unfortunately, three parties approached the counter and, seeing no one available, turned around and left.

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Dave Lieberman
Guys, listen: Amar Santana's food deserves better than this jaded Gorgon you've got up front. Either send her to a customer-service seminar, or send her to work someplace where dealing with customers isn't part of her daily duties.

The burger is worth the cost. (The fries aren't, though--mushy!) The service is going to turn people off, and bad word-of-mouth about the service will travel faster than good word-of-mouth about the burger.

UPDATE: Erin Jevis, the Director of PR and Marketing at Charlie Palmer Group, responded via e-mail to the post:
"As difficult as it was to see your piece on DG Burger yesterday, we appreciated your comments. We are all now aware of this situation and it is being addressed. Great food and the best possible guest experience are always our top priorities. We will do what is needed to make sure that DG Burger reflects that."
We look forward to seeing the improvements.


Location Info

DG Burger

3333 Bristol St., Costa Mesa, CA

Category: Restaurant

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11 comments
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Joe
Joe

Has anyone tried GBurger yet? Looks pretty enticing on Yelp but would it be worth the drive from Tustin to La Habra?

Christian
Christian

I'm impressed that they would respond. A whole restaurant or chain or whatever shouldn't be held eternally at the mercy of one wayward employee. Should the restaurant do something about it? Absolutely. Should the general public think the restaurant can control every single little thing one employee does? No.

And, no, Diamond Dog is not a shill.

Sam
Sam

If someone is shopping at SCP, DG has a captive audience, especially on the lower-end pricing.

Dave Lieberman
Dave Lieberman

Loyal Readers: We know the comments disappeared (including the funny thing about the Hydra fries, sigh). It appears to be due to the update. Pleas feel free to re-comment, and sorry!

Diamond Dog
Diamond Dog

Or let it go and review some of the other burgers out there in Orange County. Give the readers some new great alternatives. We already know about TK Burger, Husky Burger, The Counter, etc. But I know there are more!

You want to get DG to pay attention, start pointing out better alternatives. When they see their customers going to those places, they will pay attention.

I know there are ton of great burgers out there that are yet to be reviewed!

Come on Dave, Slaters 50/50 seems right up your alley!!! It seems to share the same "higher end" atmosphere vs a TK Burger.

50% ground chuck and 50% ground bacon! Fried egg and then avocado on it! Sounds interesting doesn't it? If you don't want to do it, send Anne Marie or Edwin.

DG Burger is sooooo 2010

S. Britchky
S. Britchky

Let it go? By not letting it go, we've apparently helped DG make progress. I look forward to revisiting the place and hope to find better service and a juicier, more flavorful burger. I know from long experience at Charlie Palmer Steak in Las Vegas that this company can run great steakhouses. A casual hamburger joint should be simple by comparison.

But, yeah, I'd also love to hear about that "ton of great burgers out there." I don't know any burger greatness in Orange County, quarter-pound or ton. Peter's Gourmade is OK but far from wonderful -- I’ve gone there a couple times primarily for the RC. TK is better but can't approach, e.g., Pie 'n Burger in Pasadena at the prole end or Rustic Canyon in Los Angeles at the other. I’m not a Father Sophist fan, but there's Golden State and all those recent entries favored by hipster and scenester but which, nevertheless, offer outstanding burgers. Doesn't OC need and deserve as much? Where they bees?

P.S. Losing comments really stinks, given the effort that some people put into their posts and the valuable restaurant suggestions that occasionally appear. It's been happening both here and at the LA Weekly. Instruct your Web company to hire real software engineers.

S. Britchky
S. Britchky

Sorry -- Rustic Canyon is in Santa Monica, of course.

MayhemInTheHood
MayhemInTheHood

As I said yesterday, I like Slaters a lot. But you're just about reaching shill status in regards to that place.

gustavoarellano
gustavoarellano

Mayhem: One thing Dog is NOT is a shill. A troll? Yes. A fool? Of course. A broken record? Damn straight. But do NOT insult him by calling Dog a shill. Thank you.

Diamond Dog
Diamond Dog

Just like we shouldn't call you a class act

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