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| - Upon moving to Troy Hill a few months ago, we have been anxiously awaiting trying Scratch. Troy Hill is about to boom and Scratch is just the beginning.
I am very conflicted on how I feel about my experience. There are so many things right and so many things wrong. Let's start with the ambience... Very good! Love the rustic look they're going for. It almost reminded me of a more modern ski resort. There's so much space as well! You have your main room with the bar and dining tables, then two separate dining areas.
On to the food-- I ordered a burger and loved it. Very tasty and the fries were awesome. They use a very unique seasoning that is making my mouth water as we speak. Their ketchup is also homemade apparently. Nothing better than fries with ketchup! For ten bucks, it was a good deal and very comparable to other establishments in the city. My boyfriend ordered the haluski. It was listed under "dinners" on the menu so we assumed it was going to be a huge bowl. Wrong. For ten freaking dollars, he got a bowl filled with 1/4 of haluski. We couldn't believe it. Not only did it take forever to come out, but it is a shame that management feels the meal is worth that much. It honestly could have been passed off as a side. HUGE rip off. He enjoyed it, but nowhere near worth the ten bucks.
Now here's what Scratch needs to work on-- It took someone a few minutes to seat us and give us menus just to wait another five or so minutes to have the waitress come over to grab our order. Both staff members didn't come off as friendly. I felt a sense of entitlement for some reason and I didn't feel truly welcome. Almost like they were better than me. Very pretentious. I understand the place just opened and they have to work out kinks, but staff is a major MUST. Don't hire people who don't understand customer service.
Following up with food and service, because my boyfriend was obviously still hungry after his meal, he ordered a burger to go. We waited, waited and waited at our table for it to come out. Finally, we noticed a brown bag was put out on the bar. It probably sat there for about five minutes till the waitress brought it over to us. We couldn't believe that the food sat there to get cold. I understand she was the only staff member at this point, but before serving drinks to a huge party of about six people, maybe she should have rung as out and sent us on our way. No sense of urgency.
I honestly want to give this place two stars, but I'm being generous due to the quality of my burger and atmosphere. I would like to stop back for their drinks because their cocktails looked fun and decently priced. However, I may wait a few months for them to work out kinks before returning. Hopefully management reads this and takes my advice.
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