Wow. What a dumpster fire of an experience.
Let me firstly say, I can count the amount of reviews I have left for businesses on one hand. I am not a Karen.
As a group of 3, we arrived at 11:20 for Brunch and sat at the bar. It is averagely busy, but certainly not bustling. Plenty of open tables, open seating at the bar, etc. We were seated quickly with no wait, and greeted with a smile and had our drink orders taken. The atmosphere is lovely. The decor, tall ceilings, and vibrant energy emitting from both staff and guests is pleasant. I had a short conversation with the patron to my right about her drink, a White Russian, which she tells me was tasty. Our waitress/bartender was friendly and seemed competent.
I have never been so impossibly wrong. Everything that happened next for the remainder of our visit can only be described as an fantastic mudslide of disappointment and frustration.
I ordered a coffee. My two friends (who I will refer to as K and D) order a Bloody Mary and an Iron Crush, respectively. The coffee was bold and delicious, the Bloody Mary made to perfection, complete with proper garnishes. I did not try the Iron Crush, but D says it was "good." These took approximately 15-20 minutes to arrive.
Everyone gets busy, I get it. Not to worry. I look past this minor inconvenience as we have our food orders taken.
11:35-11:38: I order a brunch bowl, K orders a BLTE, and D orders Biscuits & Gravy with a pancake on the side.
I finish my coffee in 15 minutes (11:50ish) and ask for a decaf refill instead of regular this time.
I am told this is "a pain" from the bartender because decaf is in the back. Fine. Regular will work. Like I said, I am not a Karen. I really don't care all that much about the caffeine content of my bean water to throw a fit.
Over the next 40 minutes or so, we are checked on only when we grab the bartenders attention and ask for a refill on my coffee.
Yes. It took approximately 40 minutes and 3 reminders to refill my coffee.
When my coffee is finally refilled, it is cold when it arrives because it has been sitting in the reservoir for so long. I am handed creamer (after asking for it again) from a full half and half container which I thought was odd. But creamer is creamer. Just an interesting note.
I tell the bartender my coffee is cold and I ask if they can please brew another, or microwave the coffee I have. I don't care, I'm easy. I just don't want cold coffee.
Eventually, (circa 12:30) I am brought a paper cup of hot coffee which I assumed is microwaved. Perfectly fine. Don't care. This is brought by the other bartender that I watched our bartender hand to her and cover her mouth and whisper something. I assume she was embarrassed to come over and see us. (Although this becomes a common theme. We are practically invisible to this bartender for the remainder of our visit) No big deal.
I pour it in to a new mug they provided. No creamer.
Again, I wait 15 minutes after several reminders to have another creamer brought to me. A half and half container, a plastic cup, a golden chalice from the reign of King Arthur, I do not care. Please bring a creamer.
I ask for a refill on my water as well a couple times to no avail. Although, my mind is more occupied with the creamer debacle of March 23' to care much.
I am brought a creamer around 12:45, nearly an hour after ordering our food. Guests that arrived after us at the bar have come, had their meals, and left.
D is getting antsy. We have places to be, ponies to spank, and Sunday Fundays to be had. I ask the other bartender for an update on our food (who appeared to be excellent and attentive, I might add.)
She goes and checks.
She returns in less than three minutes with all of our food.
The food was good. No complaints. Not anything I'm going to mail my grandmother in Florida a letter and scream and shout from the rooftop of the Four Seasons about, but it was good.
But that's not the point of this story. I was not expecting a miracle in the kitchen of Iron Rooster in Baltimore County Maryland this sunny and mild Sunday. I came to have a meal with my friends and have good conversational banter.
This was clearly an impossible task.
I ask for the check and slap a $100 on the table to pay for my friends and myself, and not further encourage this circus with bill splitting, credit card processing, or any of that nonsense.
She takes about 15 minutes to complete this task; Ben Franklin sitting and staring back at me atop the oak bar top for 12 of those minutes, mocking my very existence for this foolish brunch decision.
We finally escape. I look at my iPhone 5s with the screen cracked and check the time. 1:14.
It took nearly two hours to have coffee and eggs.
Training is obviously not a top priority to this establishment. I would encourage the manager's and staff to set up some type of mock customer experience and implement it into their training process. read more