Aram K.
Yelp
I've actually been a long time customer of Mastros for many years now. I'm not sure what happened, it's been about 8 months or so since I went to a location in Beverly Hills, but this trip to Scottsdale just didn't turn out how my usual expectations of the chain are.
First and foremost, I want to say that the reason I'm giving them a 3 star wasn't just about the mistakes they made, but more so about how they handled it.
Our server honestly seemed like he was very confused, not sure if he was sleepy, tired or what, or maybe just having a bad day, but we got like a weird vibe from him the whole night where he just would respond oddly to us or say things that were out of place. It was just kinda weird.
My friends had never tried wagyu before so I was explaining to them all the different kinds of wagyu, the server overheard and said "that's the best steak in the world" to which I agreed.
He took our order and I pointed to a $75 wagyu hot stone , but to the right of it there was a $240 one, he didn't ask me which one I was pointing at and I thought it was obvious because my finger was way on the left side where the cheaper one was located. I was coming back in a few weeks and I didn't want to splurge too much on this visit so that's why I pointed to that one. I asked him if they were going to comp any cakes for the birthday, he said they were already going to do that, I told him the birthday boys favorite is the butter cake and he said he would make it happen.
We ordered some other stuff as well , and then he left to ring everything up.
The drinks came and it used to be that you got almost 2 cocktails from what was left in the shaker, and the drinks also used to be stronger, but now we only got poured half and then half was left in the shaker, and I drank all night and didn't get buzzed which meant that they for sure cut back on alcohol content or portion sizes or honestly it felt like they cut back on both!
The food quality was fine, everything else was okay but then one of the martinis we ordered never got there either.
The servers weren't checking on us constantly like we're used to at Mastros and they weren't even that busy.
Make sure your waiter reads the order back to you because they messed up my order charged me $240 rather than $75 for an item and didn't want to correct the error. I was given 50% off on the $240 and told I would also get the butter cake for free since it was a birthday and it was supposed to be free but then ended up being charged for it anyway. The manager also said they would comp one of our martinis since it took a solid 40 minutes to come out and we had to remind them twice about it just to finally get it. At the end they never did take the martini off the bill, they gave the $16 credit for the cake and only took half off the wrong item. We paid our $349 check and left.
Worst part is I felt like the server was trying to deny that he made a mistake and my table all were shocked because they saw me point and didn't hear him read back our order.
The manager was trying at first to not credit me what he should have and trying to softly accuse me of lieing and defending his server. I felt like I was playing some sort of negotiation game, it sort of upset me. At the end I didn't get a great experience and I'm really hoping that this isn't what Mastros is like now. I know shrinkflation is a thing now but I rather pay more and have good service than go to a place known for outstanding service and feel like I walked into McDonald's.
We were left feeling so-so about the experience. Not sure what happened but customer service used to be better than this in the days of yesteryear.