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  • I've been to BRI on a number of occasions and I usually am impressed by their service and products. Last night, not so much. During our visit we had to wait 42 minutes to get our bill! Yes, I counted the minutes exactly after we finished our dinner. Apparently, management decided to run with one server and one bartender for the evening's dinner rush and their server was far from ready to handle that volume. I've been a server before for a number of years so I understand that when you get slammed with tables it can be overwhelming however my issue is more so with the lack of empathy for the wait. I had to flag down the server for my bill, no he did not pre-bus the table, and instead of saying I will be right there he moved his head back as an acknowledgment of us needing our bill. No big deal, you're busy and I get that but at least acknowledge me with words and not a head-bob from across the room like we're friends or family. Instead of delivering the check himself with an apology for the wait a manager came to deliver the bill. As it turns out their Point of Sale system went down and they were scrambling around trying to fix it - I understand but an apology from the server is all we needed (e.g. Hey, I'm slammed and am sorry about the wait - No that did not occur.) The manager delivers our bill and I hand him the cards to split the bill. He returns with the cards having split the check and guess what - Wrong amounts charged on both cards! My bill was $34+ and we were charged $4.58 each??? Did we get comped? That would have been nice but let's make sure and ask before we assume anything. I flag down the manager again and no we were not comped, he just made a small mistake. Not a big deal as that can happen and I'm not upset about paying for my full bill. He returns with our cards again and it looks like the mistake was corrected and a quick update that our cards will only be charged once but here's another caveat - my card was not handed back to me??? I flag down the manager again and apparently gravity is at fault. "Sorry bro, gravity" was the statement provided- that's professional. Today I open up my bank account online and guess who charged me twice? Great work BRI - you get to waste more of my time on another day! You've proven you're not quite ready to handle a small number of tables and your staff is ill prepared by management to cope with a challenge. So why did this whole thing bother me so much? I've done the job before and handling a dinner rush isn't hard if you multitask. When you go to the back of the house - make sure your hands are NOT empty and take dirty glasses and plates from your tables (pre-bus). Apologize to your tables and let them know you're busy but you're giving an effort and just be a professional. You're a brewery so I expect a level of casualness but is an apology that hard to deliver? You're better than last night BRI and I've seen you guys shine. Where is the English/Australian fellow that serves tables and essentially makes BRI worthwhile when you go there? Get your crap together and re-train employees on Customer Service - multitasking as a server is essential and its not hard to be professional and take accountability when you mess up. Just apologize and your tables will understand - I certainly would have if you took the nine seconds to come over and say the magic words: I am sorry I'm so busy, I will try better next time. Best of luck to you BRI!
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