Our experience at Porterhouse Grill was disappointing from beginning to end…read more
When we arrived, our waitress commented that it was "really busy for a Tuesday." The restaurant was bustling, but there were still empty tables and an unused back section. Regardless, the restaurant appeared overwhelmed by the customers it did have.
Upon entering, I noticed an old, aged smell and visible black/brown grease or grime buildup on the vent hood near the kitchen pass-through.
Our appetizers were fine. The problems began with our entrées. About 30 minutes after ordering, we were told several steaks we'd ordered weren't available and had to change our orders. Approximately ANOTHER 30 minutes later, we were told additional steak selections were unavailable, requiring more changes.
One person attempted to order surf and turf but was told to order a steak and add lobster instead. The lobster add-on alone was approximately $70, yet what arrived wasn't an identifiable lobster tail--it was pieces placed over the steak. Based on the size and taste, the person who ordered it compared it more to crayfish and questioned whether it was actually lobster.
Service was extremely disorganized. FIVE different people checked on our table while our actual waitress appeared to disappear for over an hour.
Eventually everyone received food except one person. We learned his meal had apparently been delivered to a table seated after us. After approximately an hour without food, something was finally brought to him--but it STILL WASN'T HIS ORDER. He was apparently given the other table's meal instead. By then everyone else had eaten, and his food ended up being taken to go.
When our waitress was asked about his missing meal, she simply said it would be out in a minute and was very nonchalant. That attitude continued throughout dinner. When asked why online menu pricing differed from the restaurant, she casually said the online information was outdated and being updated. At another point, water was spilled at our table without even an "excuse me."
When someone in our party clearly had questions about the bill, she repeatedly walked by without addressing him. She was eventually given the card for payment and never returned. After approximately 15 minutes, he had to go to the front and pay with someone else.
We also watched similar problems happen around us. A nearby table sat unattended for approximately 45 minutes before a waiter apologized and admitted he hadn't told anyone they were there. After finally ordering drinks, one woman received something different because an employee had apparently decided to make her a different drink instead. Another waitress later apologized and offered to make what she'd actually ordered.
We saw other customers waiting without food, drinks, or attention, and some eventually left. We could also hear confusion between staff and the kitchen about which orders should or shouldn't be prepared.
Porterhouse Grill isn't inexpensive, and the price tag should fit the delivery. This wasn't one isolated mistake. It was repeated unavailable items, long waits, incorrect orders, absent and dismissive service, visible disorganization, and problems affecting multiple tables throughout the evening.
The appetizers were fine. Unfortunately, almost everything that followed was not.
