Michael H.
Yelp
Room for improvement is the best summary for this place.
They want to be a fast, convenient and tasty place to eat at. Problem is, their execution isn't constantly fast, convenient or tasty.
Highlight: The pork ribs however were a treat. They fell away from the bone and just melted in your mouth. Those I will go back for.
Lowlights: There's quite a few, which didn't leave me with a great overall impression and frankly spoilt the experience.
Firstly, queue management is poor. Having only one cashier for a line of people that was constantly 15 deep means it takes 10min+ plus before you can order.
Secondly, outdoor seating - if you're going to offer it, and you have gas heaters to make it hospitable on cold nights - make sure you have enough gas to keep them running. Having 2/4 heaters run out of gas before 7:30pm (and not having additional gas bottles on hand to refill them) shows bad planning.
Thirdly - avoid the lamb ribs. Sorry, but these were really average and the charring meant the lemon and herb flavours didn't come through. They also lacked tenderness meaning that a toothpick was badly needed (they don't supply them).
Fourthly - when you screw up, admit it, and recover quickly. If two people are dining together, their meals must be served at the same time. It took 35min from placing my order to receiving it, and my dining companion this evening had finished their full rack of pork ribs, their drink, and a large bowl of chips, and working out where to go for dessert.
The wrong item was first served (Chilli lamb ribs), then it took another 10min for them to arrive. It also didn't help my mood seeing that people who ordered after me, who ordered what I had, got theirs served before. Bad planning and communication by both kitchen and floor staff here.
And when you screw up, just don't dump an extra bowl of chips on the table without explanation or apology. Admit the mistake, and offer the customer something from the menu. I would have politely refused, as I was stuffed. All this did was to leave me unhappy, as well as waste food and time.
Finally - if you're a ribs joint, offer the customer somewhere convenient to wash their hands. If you can't, provide a small water bowl on the table or provide moist towelettes. Having to ask for a directions to a distant bathroom, which is 150m+ away, not signposted, protected by a codepad which staff said wasn't needed, and down corridors which remind you of a large outdoor hedge maze... you get the idea.