| rev:text
| - I've had it with this place, giving them the 1-star they deserve for their utterly and completely crap service that I have endured for the last year or so, almost entirely without fail. I look back at my original review and wonder what the hell went wrong, but at this point I don't even care what the answer is, I'm just laying it out and leaving this mess behind me.
Service, service, service, that is the problem at this location and has been for a long, long time. Ever since my original review back in 2011, service has been a problem and no amount of effort on my part has been able to make even a measurable dent in the problem. I spoke to the manager, general manager and even regional manager about my concerns and the repeated bad service experiences I was having, all of this many, many months ago, and NOTHING has changed since then.
I swore off this place for a long time, going only very rarely (once every few months) and then not at all for a long time. Tonight, I fell off the wagon and gave them another shot, but was once again starkly reminded of why I had strayed in the first place: their service sucks.
Tonight's visit was so absolutely typical that it was almost laughable. First, upon walking through the door during a slow period just about 5pm on a Wednesday night, we are greeted by the sight of a restaurant only 1/3 occupied and the hostess is on the phone at the podium. Does she look up to acknowledge our existence? Nope. Gesture to suggest it'll be just a second? Nope. Put the person on the phone on hold to seat paying, on-site customers or at least greet them? Nope. Instead, we stand there like idiots for the better part of 5 minutes while she completes the call. Then and only then are we good enough to be acknowledged with an utterly insincere "Sorry about that," and it was business as usual.
You have to understand that hostesses being asleep at the wheel is par for the course at this location. I cannot count how many times I've walked in and there isn't even anyone standing there to seat customers. I have literally had to stand there until some hapless server or the hostess who was busy folding napkins in the banquet room (no lie) finally noticed that customers had walked in the door and, God forbid, were expecting to be seated sometime this evening. This is one of those issues I complained up through three levels of management about REPEATEDLY and, as tonight's performance indicates, nothing has changed at all.
But hey, why stop there? So we got a booth and our server eventually shows up to take the drink orders and an appetizer order once the drinks arrive, but then she disappears. Other booths are visited multiple times, right next to us, but we don't see her again until the appetizer comes out. Half way through the appetizer we run low on drinks, as in sipping through the straw to get attention, empty glass on the corner of the table in plain sight, begging for a refill. Yeah, that low on drinks. She finally shows up, notices we've been deprived of our refills and says she'll bring refills (which she did) but didn't apologize. That wouldn't be so bad, except it happened TWICE more. You would think an inattentive server would try to make up for the first screw up by being quicker to refill the drinks or making more frequent visits thereafter, but nope, not a chance. She disappeared again and it was more of the same.
I understand this type of thing when the place is packed, but tonight, as has always been the case when I get crap service at this location, the restaurant was 2/3rds empty, so there's simply no excuse for it, and certainly no excuse for being 100% unapologetic about it. I mean at least comp the drinks off out of courtesy after the second time you leave the customer thirsty.
The true shame is that their food is really good. I love the mac and cheese and my wife is a huge fan of the burgers and the steaks. We even enjoyed the appetizer. It just really stings that with the prices they charge, they can't seem to get even the basics like hosting and drink service that are on par with the rest of the civilized restaurant world. As I told the management, repeatedly at that, no other restaurant I have ever been at has been so consistent in providing shoddy service, especially the hosting and drinks. Is it really so hard to get something so simple right?
I'm sorry, but at this point I give up. I kept giving fifth and sixth and tenth chances to this place, took almost a year off from visiting and return to find the same problems that there had always been, hand in hand with the otherwise excellent food that they've always had. It's an absolute and utter shame, but when talking to even the regional manager still won't fix these simple problems, what can you do except take your business somewhere else? Just unbelievable.
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