Amy E.
Yelp
One star because a wonderful thought turned into a fiasco.
I went with 3 other people, including two from out of state. What we thought would be a great experience for them, turned out to be a disaster of a dinner!
We were lucky to be seated almost immediately, at a perfect outside table. The tables around us filled up soon after. While we waited with our menus for the server to arrive, the other tables had already given beverage orders and soon food orders. We were still sitting and looking at a blank table and ourselves. The food being served around us looked great, but after waiting for over 30 minutes, we had yet to even put a beverage order in. Where was our waiter??
We asked one of the servers who happened to be outside, if we had a waiter, and she said "let me check".
At least ten minutes later, a man appeared, telling us that they had a callout and were down a server. We asked for water and we were ready to order.
The waiter asked if there were any allergies, and he was dutifully informed on lactose intolerances.
Our order was placed; he repeated each one.
3 Americana Roadsters (2 without cheese or onion, well done, 1 without cheese and medium). Two were with fries and no seasoning, one was with sweet potato tots.
The other meal was the Cali Roadster, medium, with fries and no seasoning (mine).
Once the waiter went inside, it was another round of watching the clock tick and people finishing their meals and leaving.
We got our waters and was told "it's coming right out". We waited at least another 15 minutes and was told again "it's coming right out".
We had been sitting outside for over an hour at this point, and around the 90 minute mark, one of the people in my party saw our waiter inside and flagged him down, shrugging his shoulders, as if to say "where's our food?". Waiter sticks his head out the door, sees us still sitting at an empty table and goes back in to check on our meal.
About 10 minutes later, he appears with all four burgers. He had a rough time figuring out the Americana ones and struggled to give them out. One of them with no cheese or onion, had both and the fries were seasoned. That was immediately questioned and the waiter stated "I wrote it down and they still did it".
He whisked it away, not to be seen again, for at least another 10 minutes.
As he put down that plate, with a medium burger (should have been well done) and highly seasoned fries, the three others said "the burgers came out cold, but the fries / tots were hot and all the burgers were well done". He did ask if we wanted new ones, but we all said we were not waiting another hour. He turned and left.
Not to be seen again for at least 45 minutes when he asked one of the guests if she wanted more water. She said yes, but he never brought it.
Finally, he arrived back with someone to clear the table, and one guest asked if we can please see the manager.
The waiter stated he told the manager about what had been happening with our food, and he said "I told you we could make it over for you".
He was told that "we understand, but would like the manager to still know what happened". To that, he pushed his face into the person speaking and says "What do you want? Your meal for free?" In which the reply was "no, just to speak to the manager".
The waiter insisted that we "make up our minds - free or pay," because he had "other tables to work on".
Again, patiently, the guest said "please call the manager". He spun around and left.
The guest followed the waiter inside to speak quietly to the manager. Whatever had transpired in that conversation, all four meals were comped.
This is not what we expected or wanted, as we were just trying to have a nice meal out. It was very embarrassing and we over heard other tables stating how they too were dissatisfied, but said nothing.
In the end, the guest over tipped the waiter (over 25%) not knowing what the final bill would have been and feeling that leaving any tip would have been the right thing to do.
It makes me not want to go back and if I get company again from out of state, I will be sure to tell them we are going to avoid this place at all costs.
What a shame!
