Nate Q.
Yelp
. It is frustrating because at the bottom of the menu it specifically states that if anything is unsatisfactory, to find a manager and let them know. It states do this before going to yelp. The business cannot address it if they do not know about it. My impression now, is they do not want to know.
I'm writing to share feedback about a disappointing experience at your Fort Worth location on 5/11/25 (Mother's Day). My family and I arrived around 10:30 a.m.. The restaurant wasn't busy, and we were seated quickly, which was nice. The patio began to fill up shortly after we arrived, but the inside was empty; Giving this for context, as I know it was Mother's Day, but not yet busy.
Our server, Noah, didn't seem overly interested in being there, or particularly welcoming. When I asked for a Miller Lite, he simply said, "We're out," without offering an alternative and didn't seem to care. Throughout our visit, he remained unenthusiastic and offered minimal communication or hospitality. Appetizers arrived without issue, but when our entrées came after a very long ticket time, my stepfather was mistakenly served the chicken parmesan sandwich instead of the meatball sandwich he ordered. When Noah finally returned to ask how things were going, he didn't apologize for the mistake or show concern, but said he would re-enter the correct order. No update was given for at least 30 minutes while the rest of us ate, and Noah avoided our table during this time. I watched as he looked at our table and the missing food, but never came to provide any sort of update.
At this point, I got up and went inside looking for a manager. I stood at the bar waiting for 10 minutes without ever being acknowledged to my amazement, as the inside of the restaurant wasn't busy. I eventually gave up, deciding it wasn't worth missing time with my family and I would make another attempt later. I did attempt a second time and was met with the same result. This left me feeling upset and defeated, as the bottom of the menu clearly asks to let a manager know instead of giving a bad review on Yelp. After my second attempt to find a manager, I gave up and decided that I would write a review and not ever return. In watching how the employees interacted with customers and the lack of service in some cases, I concluded that this is unfortunately likely a management issue, which has resulted in a lack of proper training and leadership.
After receiving our check, we realized that the chicken parm sandwich was still on the bill, which prompted my wife and I to finally seek out the manager near the front of the restaurant. The manager (whose name I didn't catch), quickly noted the chicken parm sandwich had been removed from the bill, to which we apologized for missing. However, after explaining the disappointing details of our experience in honor of the request at the bottom of the menu, she minimized the situation by saying Noah is "just shy and I'm trying to get him to come out of his shell". She mentioned that she has talked to him before and will talk with him again. At this point, the restaurant was in full swing, and I acknowledged that I knew it was busy at the time, but for most of our visit - it wasn't. I was honest with my perceptions that the employees didn't seem interested in being there and lacked a sense of care and concern for their guests. Her response to this included how customers were being "extra hostile" that weekend, due to a lack of outdoor reservation capacity, which made it seem as if her guests are to blame. While I understand service work is demanding, this response felt dismissive. I again explained my patience with the situation and told her that it appears to be poor training / management. She continued to dismiss my experience and thoughts, and at this point, I'll admit that I cut her off and told her that it appears she may be the problem before I walked out.
Customers are guests and should be treated as such. I spent over $200 on an experience that was meant to treat my family on a special occasion but ended in utter disappointment. The appetizers and pizzas were good but that's where it ended. The way everything was handled, from the lack of hospitality to the long wait time for a corrected food order, to the lack of acknowledgement of my presence on multiple occasions in a nearly empty room, to the blatant disregard for my business and dismissive response to all of this, is just ridiculous. This blows my mind.
Had things gone differently, we would have spent more on drinks and desserts, but instead we gave our business to Suzie Cakes and Van Leeuwen for dessert and HG SPLY for more
I'm sharing this feedback because supporting local businesses in my community is important to me. I take pride in Fort Worth and enjoy rewarding those who work hard and provide great service. If this were my restaurant, I'd want to know where improvement is needed.
I hope this message is received in that spirit.