Jacquelyn H.
Yelp
I am EXTREMELY disappointed. We had a reservation for 10 people and 7:30 (not only were we on time) but once we walked through the door we waited 2 mins to be greeted and seated.
Once seated; our waitress took our drink orders and explained the menu and what her recommendations were. Now we did move our seats (as we were all coupled and wanted to sit near our spouses. We were all sitting (girls/boys at first). (And understandably the waitress had a little attitude but I understood her process of how she kept track of who ordered what).
Once everyone was officially seated our waitress came by and took our orders (mind you at this point we're still waiting for our alcoholic drinks to arrive).
Finally the drinks arrived about 30 mins after being seated. At this point the entire party of 10 proceeded to give their appetizer & main course meals. The oxtail lo mein was out, I decided to order the pan seared salmon but it was not available, so after some debating I went with the lamb shanks but then those became unavailable. (Side note) I am a foodie! And for those of you, that love food, when you have a taste for something and the waitress repeatedly comes back every 10/15 minutes later that it's not available, not once, but twice! You become frustrated (which is where I was at this point. Because now we have been here almost an hour and a half). I purposely didn't eat anything since my 12PM lunch because I knew I was coming here to have dinner.
So, with certain main course items, not being available, my husband and I were forced to order the spiced, lamb chops (yes, the appetizer) because the lamb shanks, the pan seared salmon, was not available in the main course. We added the lobster mac & cheese, the fried brussels sprouts, and the spinach as our sides. (We basically had to create our meal)!!
I was not the only one who was unhappy 8 out of 10 people were not happy with their order. Either it was wrong, the food was cold, or they were still waiting!! we asked for the manager; she came over and apologized, informing us that " they had Wu-Tang & Busta Rhymes" there on Thursday and they had run out of a lot of the items (we"re now 2 hours into waiting for our food). She did offer us two rounds of complementary shots (and then once we received all of our food, we got complementary jerk chicken (which was dry)).
Now here is how they can better customer service. (because honestly speaking, the food was great). However, when you have horrible customer service, it makes you not want to return to a restaurant which is now how I feel. I will never go back based off of how horrible the customer service, wait time, how slow the kitchen was.
The kitchen needs to inform their waiter/waitresses of what is in stock for that night (communication is key)! Although it was great that the manager offered complementary items; it would have been better to know upfront what was/was not in stock. At the end of the night the manager did offer a 10% discount on everyone's bill. However, I feel there were too many grave mistakes and that more should have been done because each couple was spending $150+.
By the end of the night we ended up actually getting our food eating and leaving within 45 mins. In total, we spent 3.5 hours at a restaurant that max should have been 2.5/3 if we were conversing.
Lastly, like I said, the food was great, however, I will never go back because of the lack of customer, service, and time management of others. I also want to note this happen on a Sunday night!!