josh e.
Yelp
We just had arguably the worst restaurant experience in as long as I can remember.
I have worked in restaurants for over 20 years, from casual to high end fine dining, but last night's experience was beyond unacceptable!
Not exaggerating when I say it was absolutely detestable!
I did my research for Boston area restaurants who serve HOT lobster rolls with butter....this being New England, it's admittedly not that easy.
I CALLED the Watertown location, and talked to LISA who then transferred me directly to the chef, who ASSURED me he can arrange for a hot lobster roll.
We went to the Watertown location, all excited to cap off a wonderful weekend, and I could not regret going to this restaurant more!
We ordered the lobster roll, I DID mention that I called ahead, talked to
Lisa, etc, and was assured it could be arranged.
We wait, and wait, and the lobster roll comes out...not even lukewarm, with mayo...
Ok, maybe the message didn't get through to the kitchen, maybe the server was new.....so we sent it back, but not before the manager came over and (insincerely) apologized. I politely clarified and explained the situation again. He took the roll away, and as he walked away, I SAW the most disgusted lip snarl and aggravated look on his face (unacceptable as well)....
Ok, so the solution is throw the lobster into some device which would warm it up, melt some butter, and try again...
OVER HALF AN HOUR LATER, and after I finished my meal, the lobster roll comes back....and somehow the lobster in THIS one is COLDER than the FIRST one...my dining partner was literally pulling FORKFULS of SOLID CHUNKS OF BUTTER out of the sandwich...this is not only insulting, but it should be an embarrassing display from the restaurant...
In the time it took for the lobster roll to come back, staff (or us) have gone to the movie theater about a mile away, gotten some melted butter, and come back...
But instead, we were getting more and more disgusted as we WATCHED the manager DELIBERATELY take travel paths on the OTHER side of the restaurant to INTENTIONALLY avoid us....this, too, is unacceptable and childish.
No apologies, no "it'll be right out," no offers for another dish, or even more bread or an appetizer....NOTHING!
Furthermore, when the recently-(barely)-thawed lobster DID come out, it was DISGUSTING and almost gritty in texture...my date didn't even end up eating it.
The server, who DID (try to) apologize had the GAUL to actually say he'll bring the check...did he actually think we were going to PAY for this ridiculous trainwreck of an experience?!
We didn't want to go all the way to Boston's seaport district, or Copley....it was a wonderful, flawless weekend, and we wanted to end it on a good note....this one experience greatly overshadowed and completely ruined the weekend, like falling off a cliff.
We had to get up at 5am for our jobs this morning, and wanted to eat and go home...,not spend LITERALLY HOURS waiting for our meal.
This was a waste of lobster
A waste of time
A waste of experience
And to think we were going to waste money on this excuse for a tv dinner is laughable.
This, in addition to their disgusting flavored lemonade! My date ordered watermelon lemonade and it could not have tasted MORE alcoholic! And she does NOT drink AT ALL....the server said it was the mixer....ok, but normally you mix alcohol with a soft drink, not the other way around...
As I recall, the last time I visited this location, it had the same taste...terrible!
I was embarrassed, and apologized PROFUSELY, for something that was NOT AT ALL my fault....the server apologized....but did the manager offer ANYTHING?
No bread
No app
No dessert
And HE DIDNT even apologize...
Just snarled his lip as though the PAYING GUESTS were an inconvenience to him.
We would have asked to speak to a manager, but he probably would have spit in our food (if he didn't already).
There is competition in Watertown
There is competition in Boston and the area
There is competition between wasting money on restaurants where the portions have gotten smaller and the prices have noticeably skyrocketed...
We should have stayed home and had a salad...or maybe actually gone to McDonald's if we wanted a hot meal.
I believe in redemption and second chances, but I don't know if I want to even try again at this location. I don't even know if it's worth trying.
$35 for a lobster ice cream sandwich is ridiculous!
We tipped the server because he didn't do anything wrong....but there are no adjectives strong enough to accurately describe this horrendous, unacceptable, embarrassing experience.
I've worked for good management
I've worked for bad management
I worked at the statistically lowest-ranking restaurant in a certain chain....
But I have never had such a terrible experience with NO attempt to recover, or even offer a FAKE apology.
Unacceptable