Julia T.
Google
As a person who is dairy-free, I was excited to go to Fuego. The service and how the restaurant operated disappointed me. I almost walked out before service began.
On our way , we called twice to ask a question about gluten-free menu options. Both times the phone rang until the call disconnected. We walked in at 6:42. We stood by the “wait to be seated” sign. They have no host, and we were a foot away from a table dining. After we got there, a party arrived and were seated after talking to a manager/whoever ran the expo. I understand they probably called ahead or set it up, but at some point, guests need to be noticed - not just the ones who know the staff. Around 6:53 someone finally acknowledged us, but they just asked how many there were (2) and walked away. At 6:57 we sat after getting the attention of a different person, but not until after a table for two that hadn't been cleared but was empty since before we arrived was slowly cleaned.
Once we were seated, we were not greeted until 7:05 - 8 minutes after sitting down. We had questions about allergies and the server seemed unsure of the menu. I found out that for the wings, you can’t split sauces. Our server told us we could get a side of a second sauce. This was his idea, and we were surprised to be charged for it. No mention of an upcharge. Also - this sauce did not arrive until later. At 7:13, we placed our order. No alcohol or drinks were ordered. We had noted that we wanted to start with the wings as an appetizer.
The wings arrived at the table at 7:22. The spicy sauce (that we were charged for) was not with the food. The wings were fine. The ranch was great.
Entrees hit the table at 7:26. We'd hardly had a moment to eat the wings before everything was on the table. The burger and sandwich were fine. For the Fuego burger being $33 dollars, we expected a larger portion size or something more special about it, but it was just a burger. The BBQ Brisket Sandwich was also fine, but didn't feel worth $26 dollars. Both of our meals were good, but not good enough to justify the prices or lack of service.
Throughout the dinner, we noticed our server took better care of other tables. I don’t know if it’s because we didn't buy alcohol (again, overpriced) or were only 2 people, but we felt like a second thought the entire time. For a place at this price point, we expected better. There are no sections for the servers in the building, so they have tables all over the restaurant, making it easier to forget a table. I think this is a symptom of how the restaurant is run.
Our server didn’t check on us until 7:34 which was when we got much needed water refills and the extra sauce that hadn't come. At 7:44 we finished eating. At 7:47 our server checked in and we asked for a box. At 7:48 he dropped the check and a box and said he would be right back to pick it up; he just had to clear a table for new guests. Our table wasn't cleared of the empty dishes. After waiting 11 minutes with the check and dirty table, a different staff member picked up the card at 7:59. She came back a minute later and we had to sign the check on a tablet she held. It asked if we wanted to leave a tip, but there was already a 20% service charge on the receipt. It's on the menu and website, but it feels scammy to not disclose this to guests upon payment and to have a "would you like to leave a tip" while an employee is holding the screen. Our meal, 10 wings (the upcharge sauce), the fuego burger, and the brisket sandwich, cost us $102 all said and done.
I hope this was a fluke, but we will not be returning. At this price point, guests should be able to feel like they are being taken care of. Throughout the movement at dinner service, guest left and their tables weren’t bussed or cleaned, and if they were, trash was left. We saw a lot of people around the restaurant receive better service and more attention. I work in fine dining myself and have a lot of empathy for being busy or understaffed, but I’ve never had a dining experience that truly made me feel like I was being taken advantage of.