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| - We have been really looking forward to coming here and have been excited about the Mac n cheese waffle. So from the start we were a party of 5 with 2 kids in our party. When we were seated first off it was a table that could fit 10 people which was very awkward our reso was put in 3 hours prior so their was plenty of time to
Prep a good table that would work for that size of our party on a Tuesday night(6/7/16). We came for the restaurant week prefix menu. To start off we ordered regular water I requested lemons for my water. These were not even brought till I was staring at one of the managers and he asked how everything was going and I asked for some lemons if he could because we saw our actual server a total of 3 times throughout the whole dining experience server was Jennifer. My wife and mother in law came in planning on ordering the mushroom pasta which, was on the restaurant week menu online. This should have been honored or something comparable rather than the excuse of we don't have that product so we can't make it. She responded this way without asking any Manager or Chef which, in every steakhouse and club I've ever managed would've been unacceptable if my staff did that. Next was the kids menu which, it states that the drink and desert were included with the meal. I did not know this which I was the one who paid but, my wife had went through the menu with our son. He had 2 drinks and we were charged for both of them. To me it's not about the dollar amount it's the principal and inconsistency of this restaurant. I haven't even touched on the fact that I ordered the Rib eye prefix meal which, I asked to be prepped at medium temp due to knowing rib eye is a fattier meat and you want that fat to liquify. Well it was medium-rare and very fatty. My sons kids meal which, the server said "the burger would be cooked well done would that be okay" I said of course yes please because it's a burger. Well the burger arrived 10 minutes before our food which is not an issue but, the burgers temp was a rare temperature no where near a well done temp. For the burger being $21 it should've been the best cooked burger ever to hit a grill. This place is far from the level they should be at. I think the owners and management need to focus more on the customer experience and good quality because it fell very short. I am seeing a major pattern between this restaurant and Honey Salt which, we went to about a month ago and I tipped the server assistant directly due to her busting her tale and the server just had a bad attitude and spent more time with one table with one touch than she did through our entire dinner. You need to get someone in these restaurants who knows how to train and knows how to serve themselves because these 2 restaurants have managers more concerned about the color of their tie rather than what's going on with the customer experience. To improve the customer experience it's not just asking every table how is everything because, you will get the same answer from every table especially when you can hear what the manager asked the table next to us(This is how Red Lobster trains FOH managers). It doesn't create a unique way to truly get proactive guest responses nor does it make the restaurant goer feel special. I feel these restaurants are lacking this key piece in the niche market they are in. It seemed like such a burden on the managers at both of these restaurants. Obviously me writing this long review was probably a big waste of time but, I want local restaurants to succeed not fail or continue to make the same mistakes. My final grade for now "Needs major improvement". The 2 stars are for location and the interior of the restaurant. The experience needs to be revamped from walking in to restaurant to leaving the restaurant which, can be fixed easily you just need the whole team to buy into this philosophy. Good luck and hope to see/hear major improvements in the near future.
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