Erica C.
Yelp
I love Rockaway so I really wanted to love this place, especially because I'd heard good things about the food, and because their outdoor patio is so cute. However, the service is on a near-otherworldly plane of ineptitude. Starving after a surf sesh, we stopped in for lunch at 1 pm. We saw (in person and on the menu) that the kitchen was small, and it was one person handling service and food prep, so we were prepared to wait however long it would take for our food. However.
1. Our server brought out a notepad but did not write down what we ordered: sliders, pulled pork sandwiches, a cheese plate, kale salad, chips (pretty deceptively called patatas fritas but we found this amusing and it was fine). We received our drinks and chips within the standard 10 minutes or so.
2. Half an hour later, we asked for our order to go, because we thought we could save time/be more efficient if we ate on the run, since we did have late afternoon/evening plans.
3. More than an hour later, it was past 2 pm and we hadn't seen any of our food (besides a fistful of chips in a tiny dish that's made for sauce or olives). We went up to the counter to pay and ask for our food as quickly as possible. The server rang us up, we left a tip and everything, and proceeded to wait AGAIN. At this point, I asked the server if any portion of our order was ready (I was hoping maybe the cheese?! Because really, that's just slicing up some cheese and putting it on a wooden board/throwing it in a to-go box???) He nodded and stammered, "Um, yeah, the pretzel." I looked at him, and said "We didn't order the pretzel." Server: "Um, yeah, hold on." Me: "So how long will it take to get our food?" Server: "Like 5 or 10 minutes?" Me: "Did you... start on any of it?" Server: "Um yeah, hold on, wait no, I'm gonna do it now." Me: "So you didn't start on our order at all? We didn't order the pretzel so basically none of our food has been prepped whatsoever, right? So then can we just cancel our order entirely? You can refund the whole bill on the card and we'll pay you cash for what we did have."
4. This, unfortunately, led to another administrative fiasco where he had to make 10 phone calls to figure out how to cancel an order and refund a card. It took another 30 minutes. During this 30 minutes one of us went out and got us some pizza. Which we scarfed down in a few seconds in the car because we were obviously starving.
It is really incredible to me that this person could be entrusted with any job that requires even a small amount of multi-tasking, much less a bar/restaurant/kitchen, no matter how small. If the food only requires 5-10 minutes to prepare (it was pretty clear he wasn't making anything from scratch, just heating and assembling pre-made foods), what in the world kept him so busy that he could not even start our order for over an hour? Would he have started it at all if we hadn't asked for it again, an hour after ordering? If he couldn't get the order right (the pretzel), why didn't he write down what we asked for, especially since he already had a pen and notepad in hand? IS THIS THE TWILIGHT ZONE?!?! I know it can be difficult to man a kitchen + service by yourself, but I have worked high-volume food service myself and this experience was so bad it was actually baffling. Really unfortunate on such a nice part of Rockaway too. Whoever the owner of Sayra's is, please run the place yourself or hire staff that is minimally adequate!!! Pretty please.