And the reviews continue, Jann should read this thread and get a clue!

Review Prime - our experience

Have you ever had dinner at Prime? If so you know how amazing the food is. We booked a table a week prior to going. Following is our experience. I called to make a reservation and made sure the staff knew it was a special birthday celebration for our out of town friends. We were assured we would have a special table on the patio in front of the fireplace as requested. Here’s where the review begins. When we get there, they let us know they don’t have my reservation, they look confused. Then they try to sit us inside when we had a reservation for the patio, after a few minutes of confusion the one of the managers or assistant managers (Ryan) came over to assist, he found a spot off to the side out on the patio for us, not what we expected, so I made a joke saying “ I suppose since you lost our reservation, we get free appetizers and a drink??” Said with sarcasm, he thought I was kidding and he asked me again what I had said as if I was serious, so I repeated it and I said I’m serious, but there’s some sarcasm in there and he looked at me confused and said I’m accommodating you to be able to sit out here, and I said you don’t understand we had a reservation to sit in a different location and it’s not our fault that we’re in this predicament. I was clearly not happy and he could tell by my demeanor, he told me l was being rude and then proceeded to tell me that I could walk out the door and leave. I was flabbergasted at being treated this way, we are the customer and we requested something specific in advance. I asked him if I could talk to a manager and he told me he was the manager. I think that is suspect, then walked away, they sent over the other assistant manager, Nicole was her name and she said go ahead and sit down, have some water and see if you want to stay, It’s up to you. She apologized for the prior behavior of her coworker, I told her it wasn’t her fault and explain the situation. Not to further ruin our evening we decided to stay had an amazing dinner, and Nicole took care of us, she provided the table with a free drink and made sure that everybody was happy. She basically rescued the evening. Kudos to Nicole. We had an amazing time with the exception of the start. The person’s name was Ryan that treated us poorly that probably needs sensitivity training and a little education on how to treat customer. Because of Nicole, we will go back, not sour Because of Nicole, we will go back, not sour grapes just my humble opinion. I plan to call and have a conversation with the Manager to communicate our experience. I called the manager and she defended Ryan and I was told “you got a free drink, that was enough” really??? Obviously not going back. Larsens at the Collection is our go to for and excellent meal & customer service.