COCKTAILING: Lounge on 20

Lounge on 20's Web site

Until today I usually had great things to say about this place. It has a modern, open warehouse turned swanky lounge feel. The decor is nice and the red lights, candles, white curtains, white leather chairs and ottomans contrasted with the dark furniture and accents makes for a great cocktail atmosphere. The small plates are good and the service is usually good too. The last time I went on a Saturday night they even had a DJ spinning decent music. They have a patio which considering the prime location makes for great people watching. It is a fine way to see and be seen. Having said that, I am so disappointed with the ownership/management. They do a great job with the place but fail miserably in customer relations. I had an out of town guest and took her to Lounge on 20 last week. We paid for our 2 drinks and left. Half a block away we were literally chased down by the hostess who asked if we paid for our drinks. I was flabbergasted and embarrassed. I called to complain to the owner who said he would get to the bottom of it and call me in 2 days. After almost 4 days went by with no response I went to see him in person. He offered an explanation about what happened and half heartedly apologized for not getting back to me sooner but said he was busy. What anybody with a good sense of business would have done is given a huge apology, let the customer know what was done about the situation and what they are doing to make sure it never happens again. A really good business person would go out of their way to tell me what they are going to do to make things right with me, a loyal PAYING customer. Lounge on 20 is a fine place to go but if they do something to screw up your experience they are not going to worry about you too much.