Kevin F.
Yelp
My family and I had dinner at the Beverly Hills location on September 29th and we had a disappointing experience. Although there were several other diners in the restaurant, it was not busy that night. Once we were seated, it took several minutes for our server to arrive and greet us. He took our drink order, and a back-waiter brought the drinks a few minutes later. The server then came back to take our food order, and everything seemed fine. Things went south after that.
The large shared salad was brought to the table, but without share plates, and the food runner implied that we would use our bread plates that had breadcrumbs and butter on them for the salad. We had to ask for share plates, which he brought. While eating the salad, I saw that there was a long-dark hair in it, absolutely disgusting! After waiting a few minutes for our server to come to our table and tell him of the problem (he wasn't anywhere in sight), I had to walk to the bar area where there were a couple other servers talking, and I asked them to tell my server to come to our table. One of those waiters came to take away the salad. Our server came by a couple minutes later and said he would replace the salad for us, but we declined. The manager never came to our table. I remind you that the restaurant was not busy.
After dinner and dessert, the server presented the check without acknowledging the mishap with the hair in the food. I would have expected him to give a final apology (even though it probably wasn't his hair) to make us feel heard, but he didn't.
We've been to Mastro's, in different cities, many times over the years and we've always had great experiences, with excellent food and service. We left the Beverly Hills restaurant feeling very disappointed. We saw the manager speaking with our server in the bar area just after we told them about the hair, but he never came to our table. I would have expected him to come speak with us, but he did not. Also, I wrote Landry's (they own Mastro's) through their website the day after our dinner and they did not reply, again, very disappointing.