For our last night in Inverness, we wanted to go out with a culinary bang and were taken by the look and feel of MacGregor's as viewed through their website. They offered an elevated pub dining experience, the decor rustic with a modern twist. The menu was sophisticated yet approachable, hearty meals with tantalizing flavour profiles. What really set them apart was their selection of beers with their honest and playful descriptions -- a great aid for anyone seeking out strange brews in a new setting.
The reality, I'm afraid, was a bit of a hit and miss experience. Based on the glowing online reviews, my wife and I both decided to try the Fired Up Ribs. Of the choice of two preparations (Red Wine and Garlic or Cuban Orange) we went with the Red Wine and Garlic as it was promised there would be more of a 'sauce'. When our dishes arrived, they were indeed impressive to behold but the flavour and doneness were anything but. We were told by one of the servers as he presented us with our steak knives that we wouldn't need them as the meat will "fall off the bone". Well, not only did I need the steak knife but could probably have used a hacksaw. Mine was bone dry and tough as shoe leather. (My wife's was moist and juicy, however.) Flavour-wise, neither one of us could taste red wine or garlic. Fresh cut chips and onion rings were done well though the vegetables could have used a bit more imagination.
So here's the conundrum: neither one of us like to complain and usually when asked, we say that everything was fine. But we were so disappointed with our meal that this time, we were politely honest. Our server, Moa, was a star about the whole thing. She was very apologetic and spoke to the chef about our concerns. It was suggested that the overcooking was an anomaly though a number of patrons at the table of six beside us were having the same challenges with their ribs. The chef offered a sauce which tasted pretty much like mum's Sunday gravy (though it was said to be the aforementioned Red Wine and Garlic sauce). Regardless, it did little to improve the taste or experience and I couldn't finish my meal. Again, Moa was a star. She apologized profusely and she and the chef decided to take the item off our bill (not our intention but a more than suitable solution).
The saving grace was a fantastic dessert (Vanilla, Bourbon and Caramelised Hazelnut Cheesecake) which was all kinds of goodness and a remarkable beer called Orinoco Stout. The best part of our experience was the service. We absolutely recognize that the main course mishap wasn't the fault of our server, but Moa handled it with sincere contrition and did her very best (along with the chef) to remedy the situation. High marks also go to the other servers on the periphery who performed with equal grace and courtesy; great service goes a long way to customer satisfaction.
So how did things go so wrong? From a food standpoint, we learned that the kitchen is not run by the restaurant but operates as a separate franchise entity called FIRED UP situated in an adjacent building. I'm far from an expert in this field but past experience and common sense suggests that this disconnect between serving staff and kitchen staff may have resulted in the dining mishap. The servers certainly know their drinks very well -- I'd like them to at least have a rudimentary idea of the food that they're offering their customers -- how it's prepared and how it should taste. Or else how will they know if things go wrong.
We were told many times that MacGregor's hasn't been open very long yet they seemed to be throwing all kinds of things at the wall to see if they stick -- along with dinner service there was a pianist/singer performing as well as a whiskey tasting session. All you need for success is to offer damned good food and sincere customer service; all the bells and whistles in the world won't hide a bad meal. You've already got the great service, now if you could just tighten up the menu. read more