Andy L.
Yelp
Positives - The food from the presentation to the taste was the highlight of the experience. The seating was comfortable, and the ambiance was also very warm and cozy.
Negatives - Service was completely lackluster and it completely killed the dining experience for us. It started with the apps being served to our table without us having utensils, napkins, or plates. We had to look for a server that wasn't our server to help us. The small plates provided to my wife were dirty, and even when she asked for a new plate, the second plate was dirty as well. She just ended up having to share a plate with one of our kids. Then when it was time for the entrées to be served, one of my daughters' pastas had a meatball in it even though she ordered it without it, and my son's cheese pizza didn't arrive with the rest of the orders. We were told not to worry since the price of the pasta was the same with or without a meatball by the server, which we knew wasn't the case as the menu clearly stated an up-charge for the meatball. We were told the cheese pizza was a kitchen error, and my son didn't receive his food until I was almost done with my entrée.
Then the person bussing the tables came by and eagerly wanted to clear and take away the plates of my wife and me. We were fine with him taking the plates, but he cleared our utensils as well without providing us with a clean one to finish our sides.
Then the cherry on top was when we ordered my kids' desserts, we asked if any of the items on the kids' menu had nuts as we have an allergy. The server said no, so we ordered 2 kids' sundaes and one brownie. The 2 sundaes came out without error, but the server then returned to the table saying the brownie did have nuts in it. My daughter's switcher her order to a cookie, and then a few mins later, she returned again to tell her that the cookie had nuts as well, lol. At that point, she just settled with the sundae even though it wasn't what she wanted.
In all this mess of a dinner service, not once did a manager visit the table to apologize and try to see what went wrong. Nor were we offered any options to accommodate my daughter's nut allergy. The server clearly didn't know the menu well enough to be serving it.
When the check came, we did appreciate that they dropped all the kids' meals from the final bill, but in my mind, the lack of accountability and acknowledgment of the service issue just doesn't give me confidence that the next experience will be any better.
We really wanted to love this place and hope we can give it another chance for them to prove this experience wrong.
Summary
* Food Quality: The food was delicious.
* Service Issues: The service was poor, with multiple mistakes and a lack of attention to detail.
* Allergy Concerns: The server initially stated that the kids' menu items were nut-free, but later found that two items contained nuts. The restaurant failed to accommodate daughter's nut allergy.
* Service Issue: The server lacked knowledge of the menu and no manager apologized or addressed the service problems.