I want to start by saying that up until this point, The Merchant was one of my favorite restaurants in the area. The food and ambiance were always great, though admittedly the service usually left much to be desired. By that, I mean that the waitresses are always the same cookie cutter breed of rude young woman who seldom checks on your table and acts like your presence alone annoys them except when they come around to collect their tip. Regardless, I chose to look past it because the food was great.
For the past 10 or so years, The Merchant was always at the top of my list when it came to birthdays, anniversaries, Valentine's Day, celebrating milestones, or receiving people from out of town. I've likely given this restaurant several thousand dollars over the years as well as the money of my immediate family, extended family, and friends. I told everyone who would listen that this was easily one of my favorite restaurants, but after my experience this weekend, I will never come back. Not only will I not be back, but I'll be actively turning my family, friends, and business colleagues away from here.
This past weekend, my entire family and I came in for a reservation on Saturday night and got in without issue. The girls at the hostess station were kind and accommodating. At first, our waitress seemed at minimum agreeable too, but once she took our orders, she disappeared for probably 30 minutes. Having not seen her for a while, my daughter decided to go visit the bar and order a drink. Once up there, an older male and younger female bartender unsurprisingly treated her like she was bothering them, but then took her order. Our waitress then walked up from behind and confronted my daughter saying that she should have just ordered at the table. The female bartender had already begun making her drink and my daughter explained this, so the waitress sort of walked away mid-conversation. The bartender came back with the drink and said that it would go on our table's check, but my daughter had taken cash up with her to just close it out; she then looked at my daughter like she had three heads and got the attention of the male bartender. The male bartender then walked over and said with an attitude that "they guess" that's fine. There was an older gentleman next to my daughter at the bar who looked at her incredulously, wondering similarly why the workers were behaving this way. She returned to our table with her drink and we thought that was that.
When our entrees came, many of our plates were as delicious as I'd expected, but several people at the table, my daughter included, were hesitantly disappointed in what they received. One of my guests and my daughter received sandwiches that were on ciabatta, and it was pretty apparent from both of them that the bread was old. Ciabatta typically has a crusty outside and a soft, tender inside with air pockets; this bread was stale, firm, difficult to bite through, and the "crust" was rubbery. My guest simply ate his burger forgoing the ciabatta completely for the sake of politeness but my daughter's steak sandwich was inedible. The steak slices were almost completely rare, there was little cheese, peppers, onions, mushrooms, or garlic aioli. Even with as "wet" as the rare steak was, it didn't even penetrate the stale bun. My daughter thought that she'd gotten the sandwich before, but this was clearly not the same. Whether she was mistaken on which sandwich she picked or not, this was not acceptable.
We let the waitress know and while she suggested that the kitchen re-plate it with different bread, this sandwich was too far gone to be salvaged, not to mention cold. Having only one bite out of it, we were hoping to get her a different sandwich or maybe a burger, but the waitress explained that we would have to pay for this horrible shoe-sandwich as well as the burger. They have a policy where they do not comp something simply "because you don't like it" and she was getting visibly irritated and rude with us. Trying to explain to the waitress that different bread would not save this sandwich, she got the manager to come over. After waiting 20 minutes for him to slowly meander over, we tried explaining similarly to him, and he got equally as short with us. After getting increasingly frustrated, we said that we could not in good conscience pay for this sad excuse for a sandwich, and he had the audacity to threaten to call the cops on us for not paying for the sandwich. We did not yell, we did not insult them, and we didn't even further escalate the situation, yet their answer was threatening to call the police. At that point, we knew that these are not the kind of people that can be reasoned with. To add insult to injury, we saw a busboy and other workers snickering, talking, and staring at us, so we paid the bill and left.
Maybe the owner will see this and make some changes, at least I hope. Without good food or service, what do you have? A permanently closed sign. read more