Sofia S.
Yelp
I can't even begin to explain how disappointed I am in the management at this establishment. I had a review saved in my drafts extolling their awesome brunch menu, but after what happened on my most recent visit, I will not be frequenting Northern Lights again, under any circumstances.
Every year, after the Michigan Burlesque Festival (#MiBF17), the producers treat the crew and performers to brunch as a thank you for the hard work everyone does to create th weekend. Every year, we go to Northern Lights Lounge for mimosas and food. This year, we made a reservation for 30+ people, months in advance. They called 3 days prior to confirm the reservation, so they knew what they were in for.
We my partner and I arrived to the restaurant (30 minutes late, per usual) our group was already seated. They had rearranged the seating themselves. There was only one waitress for our entire party, which was in no way fair to her or us, or the other patrons.
My friends waited a long time to get drinks, and we arrived just in time to place our food orders. They provided us with a short menu, for ease on the cooks. Basic breakfast food (hash, eggs, toast, fruit, etc). Forty-five minutes after ordering, they informed us they didn't have any fruit, so several people didn't get what they wanted. Almost another hour passed before food actually started coming out. Not in order of orders placed, but random orders just started appearing, half of them being incorrect or under-cooked. Out of the 30 people, 7 got their orders. It took another 30-40 minutes to get the second round of food out, also incorrect and random. We had to start busing our own table, and most of us were STILL waiting on food. At this point, my partner and I had to leave. What happened after we left (our friends stayed behind, hoping to get their food and to square up on the bill), is why I am giving a one-star: not because of the food, the service, the chaos, but this:
By hour three of being in the restaurant, and talking to the supervisor and manager about how unpleased we were, they said everything else would be out in 10 minutes, and that they would discount our bill. By this point, people had to leave to catch buses or go to other obligations, so they didn't eat anything at all while they were there. Some orders came out about 20 minutes after their 10-minute deadline, still prepared wrong, and still no food for the pregnant lady.
My friend told them to bring the check because those who hadn't eaten were going somewhere else, and that we would not be paying for the food that was disappointing and served under-cooked and three hours later.
It took over 10 minutes to bring us a check, in which they said they took $150 off. My friend told them that still wasn't good enough, because we had 7 people who still didn't get orders, and several people who left because they never got orders. Management agreed, and brought us a new check with just the drinks on it.
My friend got the money together, as well as a large tip for the waitress. Although her service wasn't the best, she deserved the tip. She was understaffed, overwhelmed, and doing the best she could to accommodate us. For knowing well in advance that we were coming, they really threw her under the bus.
My friend handed our server the tip personally, because they wanted her to know her efforts were appreciated. The supervisor came up, took the money for the bill, snatched the waitress's tips out of her hand and said it was going towards the food (which was taken off our bill, so it should have been written off at that point).
When I heard this part of the story, I was floored .Never in my life have I heard of such unprofessional, disrespectful conduct toward, to have management literally steal money from waitstaff.
This is unacceptable in so many forms, and my friends expressed that. The owner would not come out and talk to them, even though he was there. Instead, the supervisor just said she had to please her boss, as she put the waitresses tip in the register.
A tip for service is just that. It's not to pay for the food your cooks screwed up. It's not to line the pockets of the owners. It's for the service workers. If your restaurant screws up, you need to rectify the problem. Not punish your waitstaff for your errors in being unprepared (even though you should have been). The supervisor finally gave her the tips back, and hopefully it stayed that way after my friends left.
We go to Northern Lights every year for our festival brunch, but never again! They have lost my business forever, and I can only encourage others to also boycott them.
I don't care how good your french toast is, I will not give money to any establishments that steals from their waitstaff.