Never again!
I was a loyal customer to this restaurant for many years, but after last night's debacle, I am DONE. So done, in fact, that I'll be telling everyone how service went from five stars to one.
I've been a Bonefish customer since 2009.
Previously, the management and staff has been great. We've asked for extra sauce on the side of an entree a few times, or removal of sriracha, for example. It has never been a problem. We've never been brushed off or disrespected. If there has been a problem with an order, we've always had a great rapport.
It was my husband's birthday.He opted for us to order a meal and eat at home, and I agreed. Off to Door Dash we went.
That was the first mistake. DD takes NO accountability or offers help when the restaurant screws up the order. And Bonefish refuse to deal with the customer's issues, even if it was a food quality issue, rather than anything DD did.
We ordered two entrees, the mango sangria pork, and the Scallops and shrimp. The delivery was seamless.and the Dasher was great.
Then we opened up the cartons. That was where everything fell apart. Everything was cold, and since the Dasher was waiting for the meal, this wasn't an issue where the delivery was delayed. He came right to us.
The order was 65.00 before tip. Not cheap, but for a special dinner...
Onto the food, such as it was.
Mango sangria pork. This was ordered "medium rare." but actually came well done, and incredibly dry. Upon removal from the delivery boxes, it was 88 degrees. We could barely cut through the tenderloin. I have a picture enclosed from the piece on my plate. We specifically ordered this because we knew it would be moist, but we were substituted 3 porcine hockey pucks. I couldn't manage a bite, and neither could the birthday guy.
The mashed potato was gluey, and below room temp, barely edible, but birthday boy had a few bites.
St. George's bank scallops and shrimp, ordered only shrimp with this.
This entree comes with a lemon butter sauce. Sometimes it is served under the shrimp and scallops, and sometimes we've gotten it on the side. The serving of the lemon butter is always enough for the seafood, which is important for an dietary condition I have. Dry protein, no sauce is not something I can do with my dietary issue. I have never had an issue with this dish, or it's cousin at Carrabba's, owned by the same company.
But I did this time! The anemic looking cold shrimp had what could be termed a glazing, or a brief flirtation, but it certainly was not served with lemon butter or any other sauce. Because the shrimp had been cooked and cooled down, they were tough.
If I wanted cold shrimp, I would have ordered a shrimp cocktail.
Protein as inedible as the pork.
The jasmine rice was dry and crunchy. Barely room temperature, it was impossible to eat.
We ordered the asparagus as our other side, which is an up charge of about five dollars. Another waste of money. They'd been overcooked so much that they could bend in two, but not actually be cut.
So for 65.00, all that could be consumed was mashed potato. Wonderful!
I called Bonefish immediately, knowing that management there is always open to listening to issues with dishes. Boy, did I get a rude awakening!
The manager was uninterested, abrupt, and incredibly rude. He kept interrupting me to tell me that he won't (not doesn't, *wont*) deal with any food quality issues because that is Door Dash's problem. I asked him how that worked, because Door Dash passes off the responsibility to the restaurant. No answer. Just "this is Door Dash's problem, not mine." He refused to listen to the quality of the food, even when I emphasized that the food quality was the issue, and that the meal was inedible. He ended the call with "Take it up with someone else, not my problem."
I was stunned. Long time customer here, remember? I've eagerly doled out praise and cited servers who were fantastic. I've never been rude, or demanding. Even when an issue couldn't be resolved, I was at least respected and listened to.
Bonefish, you don't care about the quality of the food your kitchen is putting out? Seriously? Inedible food is "not your problem?" You won't help or even listen to me? Not "can't" not "wish I could do something, but." Just "take it up with someone else." Well, that part I will do.
So, we contacted Door Dash. Who offered us a whopping 8.00 credit for the next time we order with DD. So we lost 57.00 last night, and it isn't Bonefish's problem.
Don't be me, please. There are other seafood options in the neighborhood and their managers care about the quality of the food. Where customers are respected. If you're really hankering for BoneFish, go to Fairfax, or check out Carrabbas and Outback, which share some of the same dishes.