I have been a customer of Cabernet Steakhouse for approximately 15 years and have always enjoyed the food, staff, bar, atmosphere, and overall dining experience. Over the years I have brought friends, family, business guests, and out-of-town visitors here and recommended Cabernet many times.
Unfortunately, my recent experience with the new cigar locker membership was extremely disappointing.
Almost three months ago, the General Manager personally introduced and promoted the program to me during a Friday lunch with two friends. I signed up enthusiastically because we planned to meet at Cabernet at least twice a month, keep our own cigars in the locker, and enjoy the membership benefits that were explained to us, including a $100 monthly credit, cigar selections, bourbon tastings, and other promotions.
Despite being charged, I received no meaningful email or phone communication telling me that my locker was ready, how to access it, or how to begin using the membership benefits.
After noticing another monthly charge, I spent an entire week trying to resolve the situation. I stopped by the restaurant three times and called more than ten times. I eventually received a voicemail confirming that my locker had been assigned and that I would receive another call with instructions. That promised follow-up never happened.
What makes this especially disappointing is that I was not originally trying to cancel. I was excited to begin using the membership. I even had a longtime friend returning to Atlanta and planned to surprise him with dinner at Cabernet and show him that I now had a cigar locker there.
Eventually, after repeated attempts to get assistance, I requested a full refund. Management later apologized, confirmed that both charges were being refunded, removed my card information, and offered a $100 gift card. I appreciate that acknowledgment.
However, after approximately 15 years as a loyal customer, I expected much better communication, follow-through, and accountability from management.
I want to be fair: my disappointment is not with Cabernet’s food or the many staff members who have provided good service to me over the years. My concern is specifically with how this membership program and my repeated efforts to resolve the situation were handled.
Unfortunately, this experience has changed my level of trust in an establishment I had supported and recommended for many years.
