Lindy V.
Yelp
My family made a 6:15pm reservation for yesterday, May 11, 2025, to celebrate Mother's Day.
We arrived and checked in at the front desk at 5:47pm. We were told to have a seat and that we would be seated closer to our reservation time, which was fine. 6:15pm came and went, and we weren't seated. After asking about our reservation a couple of times, and eventually being told erroneously by one of the hostesses that we never checked in, it took more time to get everything straightened out. We were eventually seated at 6:45pm.
Carlos, our frazzled but kind server, greeted us and took our order (we placed drink, appetizer and entree orders at the same time as we could see others around us upset and complaining about the wait times). We received our appetizer first, then drinks.
Another 35 minutes goes by and we hadn't yet received our salads. When asked, Carlos apologized and said that the kitchen was very backed up. The salads eventually came, but with no dressing. Another 5 minutes goes by before we receive salad dressing.
Then, at 8:15pm, when we still had not received our entrees, we asked to speak with a manager. Carlos pointed out the manager, who we would eventually come to know as Robert Rosado. We waited a while to talk with Robert who avoided our table, passing by multiple times without stopping or making eye contact despite Carlos saying "this table would like to speak with you". Robert completely ignored us and busied himself going back and forth throughout the dining room. It was odd.
Seeing Robert's lack of engagement, Carlos eventually brought a woman to our table whom he said was the general manager. When we told her what was going on and explained how bad our experience was, she said she would go to the kitchen and check on our order. She eventually came back and said that our order would be out next. 15 more minutes pass and we get some of our entrees and sides, but not all that we ordered. Another 7 minutes pass and the rest of our order comes out. By this time it was almost 9:00pm. We were all exhausted and no longer in a celebratory mood. Other tables around us were also unhappy and the general mood was somber. We decided to box our food up and take it to go, completely defeating the purpose of dining out.
As we were leaving, Robert Rosado had the audacity to flippantly say "it's too bad this wasn't a good Mother's Day" with a smirk. We were shocked! I stopped, circled back to him and asked if he was the manager, and told him how rude and disrespectful his comments were. He quickly back peddled and said, "I was talking to her" and pointed at his co-worker. Then he said, "well, at least you got discounted food". Unbelievable. As if a discount alleviates the disappointment and ruined holiday and time with my family. The gall and the nerve. Robert completely lacks empathy, is tone deaf, and does not know how to read the room. How insulting for a manager to behave in this manner. He should have been apologetic, yet he had a mocking tone, stance and disposition. He offered no apology, which, anyone with the slightest bit of common decency, given the circumstances, would have freely given. He needs to be fired expeditiously as he is a horrible example of a leader. I am shocked that he is even employed there.
After our awful experience at the Jersey City location I checked the other reviews and to no surprise Robert Rosado's name came up multiple times for his rude and insensitive behavior. Is the unemployment rate that low in the area that you keep him employed because you can't find a replacement? He is beyond awful, and your customers deserve so much better. Over the years my family has celebrated special occasions at several different Ruth Chris locations from Minneapolis, to Cleveland to other New Jersey locations. After last night's experience I can confidently say that we will never patronize a Ruth Chris establishment again.
