My sister in law and her husband reside not far from this restaurant. We went there after visiting…read morethem and decided to spring for dinner somewhere they recommended. Sounded like a good choice, so off we went for what turned out to be quite a disaster! Now I'm not one to really ever give a bad review unless there were so many ridiculous unforgiveable mistakes and completely insane things done during a visit that made me quite angry enough to vent. THIS WAS ONE OF THOSE.
My husband ordered the fish & shrimp dinner with steak fries done extra crispy, I ordered the beer cheese burger (before I knew how runny the beer cheese was) but with onion rings (an upcharge, but I don't really care for fries), my sister in law got the prime rib 8oz & ordered it medium well with a baked potato, my brother in law ordered a bowl of the broccoli cheese soup, a side order of mashed potatoes and one of macaroni & cheese (he recently had dental surgery and cannot chew well so needed soft food).
The pretzel arrived we had ordered as an appetizer. It was barely warm, but we didn't care since we were starving! Time passed slowly, another 20 minutes went by. They cleared our pretzel hanger with the cups of dip that were pretty inedible and then another 10-15 minutes went by. I was just starting to get really anxious when finally our meals arrived. The waitress carried out the tray with our meals on it and starts to hand them out...and I notice there's no onion rings with my burger and no bowl of soup for my brother in law..."ummmm...what happened to the rest of our meal?" I ask. The waitress says "oh yeah...we're out of onion rings". "What?" I ask. "Can't you get something else?" the waitress asks me...not, WOULD you like something in its place, no, CAN'T was the word she used. "No, there's nothing else I really want." *I sigh and close the menu* "just give me the fries that normally come with the burger I guess", I say, knowing I'll never eat them. "But what about his soup?" I ask pointing to my brother in law. "We're out of the broccoli cheese right now, they'd have to fix a new batch and I would hate to make you wait for longer than you already have", she says to him "how about the tomato dill?", she asks him."No. I hate tomato soup", he says. "But I hear it's really good" she continues. *now he's getting angry* "NO" he says louder to her. "I don't LIKE TOMATO SOUP!" he insists. She turns on her heel and leaves. We're lucky she comes back with silverware and more than the little black drink napkins this time. We look at our plates closely, only to notice the food we'd been so looking forward to had obviously died in the window from sitting so long. The prime rib looks like it had been sitting there for almost a half hour and was rare, nowhere remotely CLOSE to medium well. My bottom bun is soggy from the watery beer cheese while sitting and the burger is cold. My husband's shrimp and fish, fried and steamed veggies are ice cold and look pathetic. The breading is claggy and mushy from oil and from sitting so long. My sister in law's baked potato is so stone cold that the butter won't even melt! Two little bowls (cups) of sides were all my brother in law got in the end. Both were cold. When we finally flagged the waitress down and told her this, she said it wasn't her fault, that she brought us the meals as soon as she was given them.
She said she'd go get the manager for us, who arrived several minutes later. He said he'd take some percentage off our meals and was sorry; but here's the catch. I NEVER got my premium side of onion rings. I ended up with fries. That's what normally COMES WITH THE BURGER anyways. The burger and fries meal is listed as $13.00 and the premium sides are an extra $5.50. My burger with onion rings on the bill was $18.00, BUT I NEVER GOT THE ONION RINGS. They never took them off the bill. And the bowl of soup my brother in law never got? Still on the bill. The manager gave us a discount of $27 and change. But wait a minute. $14 worth of that bill was items we never received! So in actuality, he only gave us $13 and change off of a almost $100 bill for horribly greasy, cold food. What a rip off!
When a customer asks you for a to-go box and you leave and come back without it and they remind you again, then you leave the second time and come back without it AGAIN...DON'T SNAP AT THEM when they AGAIN say "we really need a to-go box!". It's your tip on the line. Don't turn to me and say loudly,"I just got it and set it on the counter in the kitchen! I have to get it, so give me a minute please!!". I've asked you three times for one so don't go snapping at ME!
Our first and last impression of Horse and Hounds Restaurant? Horrible customer service, terrible food, extremely high prices that do not match the food in quality NOR quantity. 2/10 definitely do not recommend and we will never go back.
