This was a first time visit, based upon a recommendation from a friend, for a birthday dinner.
We arrived for our 5:15PM reservation and all was well. The restaurant was not busy at that time. We were greeted and seated wonderfully.
Our server came over, introduced herself, and took our drink orders. She gave us a bit of time and returned to see if we had any questions. We did have a couple, which she acknowledged, and left after stating that she'd go check for us.
She went and worked with 3 other tables and then returned and asked us if we had any questions for her. So we reiterated the same questions that we had just recently asked her and she answered them this time, on the spot.
I ordered a burger, medium rare (I thought with bacon), and without tomatoes (I'm just not a fan of them). The rest of our party ordered seafood.
We saw more of other employees than of our own server from that point onward. We did notice her multiple times at other tables around us however.
When I received my burger, it had tomatoes on it and no bacon. I brought this to the attention of the employee that brought us the food. And they said they would notify our server.
I also was never asked for a refill during the entire dining experience, by the way.
Our server did appear within a few minutes and I explained what happened. She apologized and then asked if I was sure if I had ordered the bacon. She also asked if I was allergic to tomato, to which I said no.
She left and returned later with bacon for the burger. I then said that it might be a silly question in a seafood restaurant but is there any ketchup and mustard available? She said yes there was and would I like some. I said yes I sure would. She asked,"do you want mustard too?" I said yes, I do... she remarked that "okay, I can go get it from the back if you want"...? Please don't put yourself out at our expense!
Please keep in mind our server never was "openly rude" during the dinner but more like in a "backhanded complimentary" kind of way... if that makes sense. A begrudgingly, more subtle rudeness, when you don't/can't actually say something. We all felt that passive-aggressiveness.
We were all waiting to eat (for my food to arrive) and she was simply very inattentive and uninterested in serving us.
I found the burger to also be dry, unfortunately. I don't believe a burger should require tomatoes to be juicy and I really must've assumed there'd be more to the burger. It was literally a toasted bum, a leaf of lettuce, & a patty. I really needed condiments and asking for them really seemed as if were a bother.
My better half went to the restroom and along the way she ran into our server. She went ahead and mentioned the issue and received a similar response. Our server said something to the effect of surprised disbelief because "we're known for our burgers and people come for them". Doubtful.
It was just more of the same until we were ready to go. She picked up her happiness level at the end. We were ready to go and our server lets us know that there's a complimentary desert if the birthday girl would like one... we were already set to leave... this would've been much better communicated earlier, but she wasn't around.
Also, keep in mind that everyone else we came into contact with (that brought us other items, & even brought us our server) were super-friendly, helpful, energetic, and courteous.
All in all, the other 2 members loved the taste of their food. We all suffered the service and I had the added bonus of suffering the burger. I really wanted to enjoy it. I cook food, smoke foods, bake, etc and post about it online, regularly. I just had a bad experience and really we were looking forward to it.
***Update*** After leaving a negative comment on their FB wall I was contacted by a GM asking me to detail my experience...so I did (see above information). This was on the 30th of JANUARY. I receive NO response from the GM until another customer left a similar experience comment under my own.. THEN, 3 weeks later, I get a message from the GM asking about it again! Just more insult to injury really. How can you follow up a customer service complaint by creating yet another one? read more