My wife and I have visited this Bonefish quite a few times. In my experience, the service almost always trumps the food, but during our last visit, we're left questioning if we should visit again.
On a Thursday night last week, we decided we would stop by Bonefish on the way home. We showed up at 7:10, and entered our names for two (we didn't have a reservation). The host handed me the buzzer and said that there was a slight wait and that we could sit at the bar or some of the high-tops. I actually had to ask him how long a "slight wait" would be, 25-30 minutes he said.
As I went to go sit with my wife, I took a mental note of which tables were empty. We went outside and enjoyed the nice weather and terrible music. 30 minutes later, I decided to check on the status of our wait. As I walked through the door, I noticed 2 booths in the bar area (not open seating) and 2 booths in the dining room that had remained unused for the past 30 minutes. In addition to these tables, another 3 had opened, waiting to be bussed.
I spoke with the host who seemed frazzled and too busy to spend any meaningful time dealing with my inquiry. He said it would be another 5-10 minutes.
We were finally sat after 50 minutes, which is 20-25 minutes later than I first asked, and 10 minutes over the host's conservative 10 minutes secondary estimate. While apologetic, it was lacking sincerity and the usual happiness we are used to at Bonefish.
As we sat down, it took 5 minutes before we were able to order drinks and an appetizer. I had to ask for the specials menu, the server ran off to find one (instead of knowing it on the top of her head). She came back about 5 minutes later (we still didn't have our drinks), without the specials menu. We asked again for the specials menu. She apologized and grabbed a specials menu. She then fetched our drinks.
About 3-4 minutes later, we received our bang-bang shrimp from a chef in the kitchen. We asked him for plates, and he then asked who our server was (how unorganized can you be?). We also asked him for bread, and he explained that they had run out. How do you run out of bread? Nevertheless, the guy who delivered our apps never returned with plates, and we had to ask the server to get some.
When the server returned with the plates and to take our order, she noticed the disgust on our faces. We made it known in a very courteous manner that the manager should probably visit the table.
The manager finally made it over and instead of listening to our needs, he began saying he was sorry for the wait and that he would take off the bang-bang shrimp. He then said he was sorry again and never gave us an opportunity to explain all the other issues (aside from the wait). Basically, he blew us off and threw in a $8.00 appetizer.
Ultimately, the rest of the dining experience was fine, the food was delicious as always, except they brought out my wife's food in two sections (fish and veggies on one plate, and the ravioli 4 minutes later on a different plate). Whatever, at this point we just laughed it off and tried to enjoy the rest of the night.
In short, this was probably the worst service I have ever experienced at a restaurant, period. The manager we unprofessional, with unkempt hairdo, and his shirt unbuttoned 2 too-many buttons. He didn't listen to us, and we truly felt unimportant.
The rest of the wait staff seemed extremely stressed and not prepared; remember, there were at least 4 tables that remained unused while we waited outside. While the food was ultimately tasty, they were ill-prepared to meet the needs of their patrons that night.
To be honest, the manager doesn't seem to know how to run a restaurant and lacks personal skills. I watched him walk aimlessly around the dining room without stepping in and seating patrons, running food, or caring for his patrons.
We're probably not going back for a long while.
-Alex read more