Drew H.
Yelp
This review will recount two visits, the second of which undoing the pleasantness of the first.
Visit 1 (May): Having lived in the neighborhood for years, I've walked by FR numerous times. My mother and mother-in-law were in town in May, so I thought I'd take them for an early Mother's Day brunch while my wife attended a training. It was a sunny morning. We ate outside and experienced a rather enjoyable time. I remember each of us feeling satisfied by all accounts. The staff checked on us promptly, but they also let us be to enjoy our conversation.
Visit 2 (November): Over the weekend, my wife and I (and our young child) decided to do Sunday brunch with my wife's cousin and her spouse. We got a reservation online. Knowing how Sunday brunch can be in NYC, we had appropriate expectations for what the atmosphere might involve (a bustling dining room without much room to stretch out). We were fine with that because it was rainy outside, and we didn't want to take a chance on things (especially with our child).
The host greeted us upon arrival and asked if we would need anything special for our child. As new parents, we appreciated that thoughtfulness. Sadly, though, he was one of two on staff (the second was a waiter we flagged down to ask for help and perhaps some bread to tied us over after waiting 1 hour) who shared any real kind of care or intentional consideration.
While the food is rather tasty, the way they handled what followed was rather sour. Essentially, we waited almost 1.5 hours for our food. While waiting, we watched many surrounding tables sit, order, dine, pay and leave. When asking our waiter, he blamed the kitchen staff. Instead of coming back to give us any update or apology, he proceeded to help new diners at other tables. I understand one has to keep things moving during rush hour, but at least come up to explain what happened and try to make it right. Instead, they passed blame, and at one point, made it seem like it was our fault, saying "you asked for the food to come out delayed, right?"
The manager (while she did comp us 50%) handled the whole situation without care or concern. She said, "I haven't spoken with my team yet. I'm here to listen to you to hear what happened." We began to explain, and then she cut us off.
If somehow our order just didn't get submitted, own up to that. If the waiter didn't hear us and thought one thing, own up to that. If you ask us if we want any dessert or anything else, don't make us assume if it will be free or if we'll have to pay for it. We would be gracious and understanding (even if a bit hangry) if we were just given proper consideration and clearer communication. While we were grateful for the discount for our trouble, the way that even transpired was murky and haphazard. We know we aren't some VIP spending a lot of money or buying out the whole place, but the whole experience was rather crummy and will certainly make us think twice about returning ... even if the bread is good and the neighborhood bistro vibe is pleasant.
FR, and especially the manager, could learn a lot from the host (taller gentleman with dirty blondish hair ... sorry, sir, if that's not how you'd describe your hair color) or the kind waitress (the one who brought us the bread after learning how long we'd been waiting). I wish I'd gotten their names to really shout them out.
*It's worth disclosing that it takes a lot for me to give 5 stars at a restaurant. And I weight service ratings highly, so if one misses the mark in that category (and makes it worse by how they mishandle with the fix), that leaves a very sour note in my book and impacts my overall star rating.*