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  • It is Restaurant Week in Madison which has happened twice a year for the past several years. I made reservations for dinner with my two adult children to enjoy a nice "swanky" dinner together. What a mistake. I have been to this restaurant several times in the past but its been a couple years so thought I would give it a try. I wish I hadn't... Reservation was for 6:15 - not seated until 6:45. Waited 20 minutes to get a glass of wine. Waitress Bonnie never brought it - bar manager, Bret Allen, did with apologies for the wait - so they obviously knew there was a problem. Was never offered another beverage during our meal. Lobster bisque had no lobster in it - my son called it a Lobster Smoothie. Waited a long time for steaks and again waitress did not bring them. Ice cold. There was a pat of butter on them and the steak was so cold that the butter wasn't melted. Sent steaks back - they didn't give us freshly prepared steaks but rather heated up the cold ones. Needless to say they were no longer medium rare - way overcooked. By the time steaks arrived the second time - the sides were there. Luke warm. Desert - "Apple Crumb Cheesecake" was a cupcake type thing with cookie stuck on top for "crumble." It tasted like something bought in a convenience store. Waitress was so rude to us that I had to ask her to please try and be pleasant. Spoke to Bret and got a lot of excuses - 1. 5th night of Restaurant Week. You would think they would have it down by now but instead this was an excuse for poor food and terrible service. 2. Was having problems in the kitchen - something to do with the chef not wanting to be on the broiler - whatever that meant. 3. He said he would take a "substantial" amount off our check for our inconvenience. He deducted one meal from the check. Waitress dropped the check off...never returned. I had to take it up to the hostess station where Bret was waiting. He knew the waitress had not returned to pick up our payment and anticipated I would be displeased. Several times during the meal, the dining room became very cold and many guests had to put their coats on to get warm This experience was not unique to us. We heard several table around us all complaining about the slow service and cold food. I understand Restaurant Week can be busy but this is no excuse. I have enjoyed the same type of meal in the past at this restaurant and never had a problem but clearly Ruth's Chris has management, kitchen and service issues now. Earlier in the week, friends and I had a similar Restaurant Week dinner at competitor Flemings. Excellent experience. Great service. Bigger and tastier steak done to perfection. Food was hot. Cheesecake was a beautiful real New York style desert not a cupcake. With so many wonderful restaurants in Madison, will not waste my time or money at Ruth's Chris again.
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