Patty D.
Yelp
We ordered the (2) prime rib specials; we were served our soup, 30 minutes later we were informed that the prime rib was no longer available. While we understood the situation, it was frustrating to wait that long only to have to change our order.
We then decided to share a 14-ounce Delmonico steak and requested that it be cut in half since we preferred different levels of doneness. The kitchen accommodated this request, but when the steaks arrived, it was clear they were not from the same cut. This was not a major issue; however, both steaks were so tough they were nearly inedible, we both ate less than half of what was served to us before we gave up.
When we brought this to the attention of the manager, she was dismissive/abrupt and told us we would not be charged for the meal. While that might have seemed like a fair resolution, when we received our tab, we saw that they decided to charge us à la cart baked potato, broccoli, and soup, making our final bill only $4 less than the original meal price.... More than willing to pay for the extra soup that we ordered, by the way, when we originally ordered soups, it was to be included the two complete meals of prime rib that we originally ordered.
Additionally, the quality of the sides was unacceptable. The baked potato was so overcooked it was nearly inedible, and the broccoli was so undercooked that it was difficult to cut. My tomato basil soup would've been better as a spaghetti sauce. Flavor was fine, but it was so thick. It was more like a sauce.
Throughout our interaction, the manager was rude, unprofessional, and overwhelmed us with complaints about her kitchen issues instead of addressing our concerns. I told her several times to just go away and give me the bill I would pay for the entire thing.... She turned her back on me and continued to complain to my girlfriend about her problems.
I'm a Clarkson local. I've gone to this restaurant through three different name changes. Never have encountered such a crazy episode.
If upper management is pressuring this GM for some reason to put her in the state, maybe you should reevaluate your approach to management and the way you treat customers.