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| - Caveat: this review pertains to the Cleveland Heights location and not Lakewood
I love the look of the new location, the bar space is huge, spacious, nice design. I was able to walk right in at 7p and get a 2 stools, no wait...ahhh, that is refreshing. From there, it quickly took a turn for the 'meh'.
I must have arrived shortly before the real dinner rush, of course there were people waiting, when isn't there, that is part of the appeal, but the joint quickly filled up. From there I felt like i was rushed throughout my entire experience and it was not enjoyable.
There was one bartender who was so stressed and busy he was sweating. Running back and forth trying to take drink and food orders. None of the mull over the menu, have a beer or two, it was, what do you want? How do you want it?!? Ack! Ack! Get that order in. Once we ordered he did mention that the kitchen had about a 30 minute wait...as if it was a bad thing. 30 minutes? I was expecting AT LEAST that long. Of course 30 minutes is OK. Busy, busy, run, run. Food comes out.
I ordered the Half Combo w/ tomato, a reliable choice. Well, until it came out. Melt is all about their grilled cheese, of course, it is famous for them. My sandwich definitely was not grilled, it was barely warmed. Luckily, there was a wonderful gentleman bar backing, possibly the manager, who heard me talking about the lack of 'grilled' cheese and offered to have them make me a new one. It came out quickly which was great, but this iteration was only slightly more grilled. I still ate it because it was much better but I was disappointed...Melt is known for its sandwiches and mine was prepared half-assed at best.
It seems like Melt, at least the new location, is catering to the press it got and a family environment instead of what it is known for: delicious sandwiches and a wait. If you want quick, crappy food go to Applebee's. I come to Melt because I appreciate a good meal and I am willing to pay for it both with my time and money.
There were great aspects. Melt has moved to biodegradable boxes - THANK YOU! I got a very perplexed look from a server when I requested tin foil. He implied it was a hassle and only when I was talking to our very wonderful, bald bar back did he talk about the transition to more sustainable to go boxes...thank you, no more tin foil for me. Thank you for taking the time to actually TALK to us. Thank you for taking the time to talk about the expansion, the move to the new boxes and just life in general. THANK YOU for providing the service I love from Melt, being a person, NOT rushing around like a maniac and allowing me to enjoy the meal and the ambiance. This man is this location's saving grace. Kind sir, you rock.
Overall, however, I am disappointed to say the least. While I still LOVE the beer selection and the food is still good, the service and quality at the Cleveland Heights location has sorely suffered. Please, please, please! Do not cater to the complainers. Don't rush me through every aspect of my meal because you feel pressure from other patrons. We will still come. The people who make you the most money (namely in beer sales) will still come, IF we feel welcome. I did not feel comfortable nor welcome during my visit last night except for the saving grace...the bald man in the gray shirt...YOU are a great brand representative.
There has to be a balance between service and expectations. Yes, it sucks to wait 1.5 hours for a seat at the Lakewood location but I will choose that every time knowing the service and my meal will be enjoyable.
Diners, Drive-Ins and Dives might just have been a bigger hindrance than it was a help.
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