MauiShirts Blog

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 By chance, a few days ago I met one of the bartenders from Leilani’s at another restaurant. He mentioned to me that one of the many managers at Leilani’s read my blog. The comment from the manager was ‘he sure was mad’. I had to laugh to myself. Now, a few years later, still, no one from Leilani’s has stepped up to simply say ‘we apologize’. Or. Gosh, Mickey that should not have happened to you.  A little comment admitting I did nothing wrong would work for me! Admission of any wrongdoing. An  apology. What a concept.  LOL.

I have learned one thing from my embarrassing and disrespectful incidents. Do not, under any circumstances, raise a red flag about poor service or inconsistent food at Leilani’s or Kimo’s if you are a local. Raising a red flag, complaining or being the subject to something disrespectful, as a local, will only tag you as a troublemaker.  This is a small island; Maui, especially the Westside. Locals communicate via the “coconut wireless” – gossip, grapevine.  Locals love gossip. The perpetrator will get a slap on the wrist and you, the customer, will get nothing except exaggerated rumors and continued disrespect.  

Some of my friends, their families, came to Maui for a few days from Chicago. They ventured into Leilani’s for lunch. They ordered the fish tacos, as they have done on previous visits. They said to me that the only reason they went back to Leilani’s was the fish tacos. They visited last year. They told me that they will never waist their money at Leilani’s again. Two of the three orders of fish tacos were really small portions. It was embarrassing. One person sent their order back for replacement.
This is something us locals have discovered. It is rare to have consistent food preparation from Leilani’s. It is, and will always be, a destination for unsuspecting tourists.

The bartender that insisted to fight me because I would not give up my seat to his friend still works there. Several of my friends, although they still drink there, will not sit in this man’s section. He gives poor service and pours weak drinks with an attitude.

I’m sure the TS restaurant chain would not be so successful if they were not doing many things right. Unfortunately there are always few rotten apples (employees)  in the barrel . I would rate these restaurants; Leilani’s on the Beach, Kimo’s, Hula Grill and Dukes a solid seven; with ten being best. I’ve had memorable times and many good meals at these eateries over a period of many years. The two incidents I relate below are, as I come to hear, not uncommon. Even to this day, years after these events, I hear feedback  from strangers and local bartenders. The bartenders and food servers on this little island can be a clique. Most of them know each other. They easily perpetrate myths and exaggerate stories. The stories relating to me have very little truth to the actual incidents; hence this blog. I have a few thoughts.  A simple apolgy from a restaurnat manager would have gone a long way .  Never let a bartender treat a local businessman as if he were a common bum and ask him to leave. Get a manager if you are going to ask a cutomer to leave. I would think that would have been appropriate thing to do.  Note: It is wise to not make waves on this little island if you live here. If you have a complaint about bad service you might as well keep it to yourself.  Talking to a restaurnat manger can be a frustrating experience.

  True experiences at Leilani’s on the Beach and Kimo’s on Front Street.

If Rob Thibaut were alive today he would be embarrassed.

This blog would not be here if only the some  manager at TS restaurant had offered a simple apology instead of doing nothing. Two troublesome bartenders are at fault.

Hold on to your money this vacation and find somewhere else to dine if you were thinking of Kimo’s or Leilani’s. The food may very well be good most of the time at these TS restaurants; Kimo’s, Leilani’s and Dukes, but they help disciplining their employees to respect their clientele. Life is too short to be hassled, bothered and mistreated by inconsiderate restaurant waiters or tiny-brain bartenders. Spend your money where it will be appreciated. There a few excellent suggestions below and dozens more easily found.

T. S. = Terrible Service

Leilani’s on the Beach – Complaint

Kimo’s on Front Street – Complaint

Mauishirts.com had a few year’s of Christmas, New Years party time at these TS Restaurants. NOT this year, not ever again. Our money is valued anywhere. We prefer to spend it where we are respected, not dejected and disrespected.

Not long ago TS restaurants, Kimo’s on Front Street in Old Lahaina Town and Leilani’s on the Beach in the Kaanapali resort area were my favorites to dine, drink, party and meet my friends and customers. I loved the times MauiShirts.com had our year end employee Christmas parties at Leilani’s. We appreciated the service and tipped more than 20%. I’ve referred many of our island visitors to these restaurants over the years. Not anymore!  There will be no recommendation to these eateries from me. I tell my customer’s to find other places.

Things have changed. The economy has soured. Restaurant management has been transferred to the waiters, food servers and bartenders.  The old boy’s have gone. This new breed of management can be clueless. My experiences tell me they have little or no business or marketing awareness. These surfer-kid managers do not share in any restaurant revenue, I suspect. Where is their incentive? There pursuit is not the future success of TS. These new managers cater to their buddies, friends and roommates. I don’t think they care if a customer spends ten dollars or a thousand dollars. I don’t think they care if you ever come back. The concepts of building a long term customer base is not their occupation. Whether TS makes a little money or a lot of money is not their responsibility. All their concern is their own hides and their next pay check. Where is the pride? These new managers have been moved up the TS hierarchy into the business of managing the restaurant.  The days of a manager greeting and hand shaking new customers is gone. Cliques of locals, and old time employees fill up the bar stools and get the best treatment. The “old school” is gone.

Sit at the bar at Leilani’s. Watch bartenders concoct mixed tropical concoctions. More times than not, a great deal of the drink is poured into the bar mat under the glass. The pouring spout missed the interior of the glass because his or her attention is not focused.  They are mixing a half-dozen cocktails at one time.  The price has gone up over the years while the contents has missed the glass.  Be prepared for short pours and high prices. The same dinner or lunch you consumed last week will not be the same the next week. It may not have the same taste, it might be served cold, and the contents on your plate might be missing something. The service and the food is, at best, inconsistent.

I was told to get up from my bar seat one night by an arrogant bartender named Ian. He wanted one of his friends sit in front of him; his section. The bartender actually threatened me if I did not get up from my seat. He said if I did not get up he would come to the other side of the bar and make me. This young , insolent bartender was threatening a 65 year old man. I’ve never been treated so shabbily at a restaurant. I was thoroughly embarrassed.  (See Comments below)

Get up from your seat immediately and go to a different section or leave the place If you do go to Leilani’s and a bartender named Ian waits on you. I’m not alone in this observation of this man. Many of my friends continue to frequent Leilani’s, but if Ian is bartending they quickly go elsewhere or find another seat at the bar.

I was asked to leave Kimo’s like some drunkard on two separate occasions because of a dispute over a $100.00 tip to a day bartender. The night bartender coming on the new shift felt slighted. This is my observation. I complained of his rude the behavior. I sent a letter. The management took sides with their bartender. The bartender said I was over-poured and had enough to drink. I have been drinking for over 40 years and I have never been asked to leave because I had too much to drink. I know when to stop. I always drink responsibly. I will never frequent Kimo’s again. One would think It is a manager’s job to ask someone to leave, not a bartender. What a joke.

Here I am spending big bucks, liked and treated with respect by everyone in these places for ten or more years. I never caused a problem. I was asked to leave by a bartender and treated like a stranger by another. The two incidents were beyond belief.  The Kimo’s bardenter, named Abe, no longer works there. Ian still works at Leilani’s.

Give a bartender the ability to make proprietary decisions and watch you bar revenues shrink.

I dine out almost every day and night. I not bragging. I’m telling like it is. I easily spend $8k to $10k a year eating, drinking and patronizing our local Westside Maui eateries. I spent the previous 33 years living in the heart of Beverly Hills before I moved to Maui. I ate and drank at the best bars and restaurants Beverly Hills had to offer. I’ve experienced the world’s best food, drink and service while living in Beverly Hills. I know good food and good customer service. It is not the same here, by any means.

Leilani’s on the Beach and Kimo’s. Stay away! Find other places to spend your money.

I’ve been dubbed a “trouble maker’, I’ve been told, by some ill-informed TS manager. I was told this by one of the Leilani’s bartenders. How ridiculous! I’m a 65 year old successful business man on this island and never in my life been called a trouble maker. If you whistle blow or raise a red flag, or try to let a manager know what is really gong on you will be dubbed a trouble maker. If you point out some short coming, a rude bartender, a bad experience to the manager you will get nowhere. The bartender or food server may get a little scolding and it’s back to business as usual. You, the whistle blower is now persona non grata..

Believe me there are many other bars and eateries to spend your money. Here is a short list: Moose Mcgillicutty, Mai Tai lounge, Bubba Gumps, Longhis, Roy’s, LuLu’s, David Paul’s Lahaina Grill, Lahaina Fish Co, Lahaina Coolers, Penne Pasta, Cool Cat Cafe,  Maui No Ka Oi Deli. There are dozen or more. I recently joined the Lahaina Yacht club so I could have lunch and dinner close to my business. MauiShirts.com’s showroom is a short walking distance to the LYC on Front Street. It’s better there than getting the bum’s rush at Kimo’s. I walk past Kimo’s with distain.

Try this place; Tiki Bar at the Kaanapali Beach Hotel. It’s a short walk north on the beach walk way from the dreaded Leilani’s.

Some locals and employees call Leilani’s “Hell-Leilani’s”.

If you sit at the bar in Kimo’s and have two or three drinks, have not ordered something to eat, there is a good chance the bartender could shove a glass of water in front of you. That’s the clue that he thinks you have had one too many.  Kimo’s can be filled with screaming toddlers and baby strollers. You might not find a seat at the bar because a family of four kids are sucking on soft drinks kneeling on the bar stools playing patty-a-cake while mom and dad are waiting for a table upstairs.

Tourists easily wait  30 to 45 minutes for a table at these places. Trying to find a seat at one of these bars will usually be a frustrating experience. Leilani’s on the Beach and Kimo’s remain in business; that is for sure. But, without unsuspecting throngs of tourists, I think they would find their gross revenues dwindle as time passes by.

Here is a copy of the TS Mission Statement from their web site:

“Striving to be “The Friendliest Restaurant Company in America”

This is TS Restaurants Mission Statement:

“Have Fun

Make Money

With Aloha

Let me elaborate a little:

Have Fun? Have a positive attitude. It is best to smile. Laughing is great too. Smiles and laughs cheer up your fellow workers as well as our guests.
Make Money? Learn your skills well. Be responsible. Become a better person. Be clear headed, healthy and fit. Give us your best effort, give us 100%.
With Aloha? Uplift your friends and family. Treat fellow workers as friends. Get in to hospitality. Make T S Restaurants the friendliest restaurants in America.
And this is what we really are all about. The key to our success is in our people. More specifically, the key to our success is in our people with the spirit of Aloha”

I think something went wrong. Duh.

Where was the Aloha?
Mickey

mauiman Customer's Communicate

Women’s Plus Size Dress: Floating Ginger

Rating: Excellent

Price Rating: Excellent

Shipping Options Rating: Excellent

Delivery Rating: Excellent

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

Selection and quality were terrific especially for plus sizes.

Penny O. / Cupertino, CA

mauiman Customer's Communicate

Good Day and Aloha,

I am just emailing you to notify you that we received our order today and couldn’t be happier!
We’re looking forward to wearing that beautiful dress (purchased earlier) and shirts on our vacation.

MAHALO!  Allen Glover

mauiman Customer's Communicate

Rating: Excellent

Price Rating: Excellent

Shipping Options Rating: Excellent

Delivery Rating: Excellent

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

The order didn’t come as expected so I called customer service and found out that one of the shirts was out of stock and had to be ordered from the manufacturer. They said that it would be mailed the next day and in a couple of days it was here. All four shirts were exceptional values and it was so easy to order online. Thank you MauiShirts.com.  Judith M. / Chandler, AZ

mauiman Customer's Communicate

Men’s Paradise Found Rayon Shirt: Star Orchid

Rating: Excellent

Price Rating: Good

Shipping Options Rating: Excellent

Delivery Rating: Excellent

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

G’DAY. BOUGHT THESE SAME TWO SHIRTS IN ’85.WORE THEM BOTH TO DEATH. SO DELIGHTED TO BE ABLE TO GET THEM AGAIN.

BEAUTIFUL SHIRTS.

TA MUCHLY. /  Frank M. / Perth, Australia

mauiman Customer's Communicate

Boy’s White Rayon Shirt – Fern Leaf Garden

Rating: Excellent

Price Rating: Excellent

Shipping Options Rating: Excellent

Delivery Rating: Excellent

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

Our 2 grandkids looked great in their shirts for my son’s wedding.

Anne A. / Seminole, FL

mauiman Customer's Communicate

 FALLING LEAVES – Men’s Aloha Shirt     FLAMINGO PARADISE – Men’s Aloha Shirt

Rating: Good

Price Rating: OK

Shipping Options Rating: Good

Delivery Rating: Good

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

CLASSIC TIARE CHEST BAND – Men’s Aloha Shirt

After a VERY disappointing experience with QualityHawaiianShirts in which I was sent a different size than I ordered “because these tend to run large” which is absolute nonsense more like “we want the $58.95 + $4.00 for 2XL; so we are sending what we have which is an XL and since we have your money and are in Hawaii we are pretty confident there is nothing you can do about it”. Once I realized through multiple emails and a phone call that QualityHawaiianShirts idea of customer service was “pick another shirt, or send the wrong shirt back, both options causing me to spend more money on postage and then pack and deliver to the post office a shirt that was not what I wanted in the first place.

Then I came across Mauishirts web site in which they specifically state if you do not select an alternate no replacements will be sent and then went on to give very clear and helpful advise regarding shopping on their site along with many customer testimonials. I made an initial purchase and was so impressed went back an made another; to date I have spent over $600.00 at Mauishirts and I am sure to go back for more you have a satisfied customer for life! PLEASE share this with QualityHawaiianShirts; or maybe not their business is so good they don’t need to attract new customers.

Sincerely,  Keith  /  Columbia, MD

COMMENT:

MauiShirts.com may not always be the lowest price, but no other web site offering men’s Hawaiian shirts comes close to offering you the quality of service or variety. 

The bitterness of poor quality remains long after a cheaper price is forgotten.
It’s not that it looks good. It’s how long it looks good.

Things to think about

Mickey Steinborn

mauiman Customer's Communicate

Men’s Paradise Found Rayon Shirt Aloha Shirts

Just what the doctor ordered – excellent quality, shipped as timed – would buy again next time I need aloha shirts!   Loraine C / Tucson AZ

mauiman Customer's Communicate

Men’s “Made in Hawaii” Paradise Found Rayon Shirts

Rating: Excellent

Price Rating: Excellent

Shipping Options Rating: Excellent

Delivery Rating: Excellent

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

The greatest place in the world to buy quality Hawaiian shirts.

Grady L G. / Winneconne, WI

mauiman Customer's Communicate

Women’s Paradise Found Hawaiian Shirts

Rating: Excellent

Price Rating: Excellent

Shipping Options Rating: Excellent

Delivery Rating: Excellent

Ease of Purchase Rating: Excellent

Customer Service Rating: Excellent

Body:I accidently ordered 2 collarless shirts, so had to exchange – they were great – and super fast. I love my shirts. The store in Lahaina is a trip as well – you need an appointment to get in – but it is worth it. The prices are BY FAR the best in Hawaii. 

Jana R. / Long Beach, CA

mauiman Customer's Communicate