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| - I dined at this restaurant a month ago with a party of 10 for my friend's birthday dinner. We were served by an older gentlemen (never got his name) and he was absolutely amazing. He brought out the thick cuts of steaks to our table and gave us the whole presentation of how they are prepared and served. Me not being a meat eater and having no clue of the difference in cuts of meat and so forth was fascinated by the fact that he took the time to explain this information in detail to our table. My friends ended up ordering different cuts of rib eye, which they all loved. I ordered the portabello fries, mac and cheese, and cauliflower side dishes. Everything was delicious. This was my 5-star experience. I loved the service and food so much that I decided to come back the following night with my boyfriend and his mother. This, unfortunately, is where my experience went from 5 stars to 1. We were seated and introduced to our waiter (caucasian mid 30's looking, also didn't get his name). This waiter did not have a pleasant demeanor like the older gentlemen the night before had. No smile, no welcome, no warmth, he was very cold. He gave us our menus and never mentioned or brought out the presentation of steaks. I questioned him about the steak presentation when he took our orders, I informed him it was my boyfriend's and his mother's first time being there and I wanted them to see the different cuts of steak. He told us that since they both wanted different types of steaks and at different temperatures (medium rare and well done) there was really no point in bringing them out (those steaks are meant to be shared). Ok.. good point. However, I feel that it should've been offered as an option prior to taking their orders so they can decide if they wanted to order them or not. Anyways, they ended up ordering the filet tenderloin and double ranch rib eye (they were out of the rib eye cap). I ordered cauliflower side, mac and cheese and caesars salad. When the food came out, my boyfriend couldn't eat his rib eye because it was extremely tough. I couldn't eat the cauliflower dish because it was overly burnt. Did our waiter ever once come by the table after the food was brought to check on us? No, he did not. Not even one glance. My boyfriend placed his steak on the side of the table hoping to grab the waiter's attention. More than 5 minutes went by when finally Xavier, the assistant general manager addressed if there was a problem with my boyfriend's steak. My boyfriend told him that the steak was too tough to chew and wanted to order the tenderloin instead. Xavier apologized and graciously took his request and reordered him the tenderloin. When the waiter brought out the tenderloin, he told us that the other steak was probably too tough because it was medium rare and the fat didn't render. This information would've been great while we were ordering since none of us knew this. I also pointed out to the waiter that my cauliflower was burnt and he apologized and brought out a new unburnt dish. Round 2.. again, the waiter never checked on my boyfriend to see how he liked the tenderloin. Good thing Xavier was there, he made sure my boyfriend was satisfied. Which he was, he said the tenderloin was very good. When it was time for dessert, the waiter came by and dropped off the dessert menu. He didn't put it in our hand, he didn't go over the different desserts, he simply set the menu on the table and walked away. WOW. When I read these bad reviews on Yelp about customer's getting terrible service, I bet you anything, it is this same waiter.
Although his service was horrendous, I still tipped him over 20% because that's how I am. Who knows, maybe he was having a bad day, month, year? All I can say is that I can't believe I had 2 very opposite experiences at this restaurant. If it wasn't for the great hospitality and service of Xavier, our night would've been ruined. He is the reason I am giving this restaurant 3 stars instead of 2. There is no doubt that the food is delicious but a dining experience is not only about the food, but also the service which makes it an entire experience. Needless to say, I was embarrassed that I recommended this restaurant to my boyfriend and his mother, I said nothing but great things about this restaurant and set their expectations high. Unfortunately, we won't be dining here again.
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