Angel P.
Yelp
I am absolutely appalled by the experience here today and lately. I always thought the service was just slow because of how busy they get, but since expanding and relocating, it has only gotten worse.
On October 19, I ordered my usual Gotham City Burger meal. Once served, I was told there was no coleslaw made for the burger, even though it is listed on the menu. That burger has three meats and I added egg, so having no vegetable really threw it off. I would have ordered something else if I had known. I asked to replace it with an omelet, and the server spoke with an older blonde woman who seemed irritated. They brought out warm dry coleslaw as a solution. It was not ideal, but I appreciated the effort and still enjoyed my meal.
Today I came back with four friends because I wanted them to love this place too. I ordered a grilled steak burrito, and my server said no problem. Another person brought food to the table and said "steak burrito," so I took it. When I started eating, I realized there were mozzarella fries inside. It was the Paranorman special, not my order. I let the server know and asked for the correct one.
When the correct burrito came, I was told the cooks refused to grill it because they were busy. This was frustrating because they grilled the wrong one earlier. I accepted it, but the replacement came out greasy, soggy, and ripped open on the back.
I left the table to speak with someone and found the manager with plastic gauges. She said she would meet me at the table, but I told her I preferred to speak privately. My server met me instead, apologized, and comped the meal. The manager stood off in the distance, glaring, and never once spoke to me. Later she laughed and chatted with the same staff who made the mistakes, while they all avoided our table completely.
We were the only Black customers in the restaurant and also the largest group. After paying, three friends left, and we still waited about 20 minutes for a to-go order that had been placed much earlier. We spent around $130 total and were treated like we were a burden.
Our server deserves credit for being professional, informed, and kind. But the lack of respect, accountability, and basic courtesy from the manager and kitchen staff was unacceptable. The quality has severely declined since the relocation, and I left feeling disappointed, disrespected, and genuinely uncomfortable.
update: EVERY REVIEW FROM THE PAST WEEK SAYS THEY HAD HAIR IN THE BURRITO, SERVICE SUCKS, AND/OR GOT AN ENTRIELY DIFFERENT ORDER.