We arrived to a fairly full house, its a new place so it was understandably busy, but, not THAT busy for a Saturday night in Oneonta.
We ordered a Hot Roast Beef and a Hot Turkey Sandwich figuring the diner staples were a good example of what Nicks would be. We quickly found out they were out of Turkey. Again, no big deal wife changed her order to a Toasted Meatloaf Sandwich.
Our appetizer came quickly enough (wisconsin cheese curds, aka pre-frozen, deep fried, nothing to really screw up here).
Our MEALS came along a bit slowly but, new place, new staff, kinks are bound to happen. This was when we realized how GODDAMNED cold the place is. It was seriously very cold in this newly gutted and renovated building. This was also the time I started looking more closely at the place in general and seeing how dirty it was and how poorly constructed.
The building as your standard 'air lock' system to keep the heat in, doors to the outside buffered by a door on the inside. The door on the inside however was a swinging door that didn't actually latch anywhere and did not fit the frame it was in (as you can see in the pics below) so it did nothing to keep heat in.
I then noticed the exposed electrical junction box breaking up the brand new ceiling (not exposed wiring so no safety hazard but still, very shoddy work for a 1/4 million dollar restaurant).
There were just tons of little things you could see around the place that simply done poorly during construction. Especially knowing what it cost to get this place open.
Our meals arrived and my hot roast beef was meh at best. The mashed potatoes were simply that, potatoes that had been boiled and mashed to paste. No butter, no milk, no seasoning, no flavoring. Baseline potato nothing done to make them a 'dish'. The beef was lunch-meat warmed up which, I know a lot of places do b/c its cheap and easy. Its also the worst experience and I expect more from a diner. The worst part about it was the gravy. It wasn't really beef gravy so much as it was mushroom gravy and as someone who hates mushrooms it was very unpleasant to eat. This compared to what Lisa got though left me with little room to complain. Her sandwich was abysmal. The meatloaf was tiny, burnt and sitting on two slices of dry toast with 1 piece of cheese on one side of this grilled sandwich. The gravy (which was mostly mushrooms in a cup) was off to the side and there was nothing to hold the sandwich together or give it flavor.
So while we ate I started looking at things more clearly wondering where the hell all the money went in this place, its not in the building, its not in the food. Then I realized how NICE i thought the menus looked and Lisa pointed out that there was a huge MERCHANDISE table behind me filled with "Nicks" Shirts and other knicknacks. As I looked a their Facebook page I saw this posted (image attached below). They wasted money on an advertising company who created their menus, probably created their cheap no frills place-mats (complete with standard diner style ads for local businesses) and apparently before they were opened had been posting STOCK PHOTOS of food on the Nick's Facebook page.
So they blew a bunch of money on merchandise, a marketing agency which sold them on full color menus filled with fake photos of food that their customers will never actually see on their plates, a really mediocre website, and a building that can't even stay warm on a winter night.
SO Now lets get to the customer service / management side of our story. As we sat there we heard a huge list of things being rattled off to a new table that had sat down of things they were 'out of ' b/c they'd been so busy. Two of these items blew our minds b/c of how basic and how easy they are to make. 1) Mashed Potatoes (I apparently got the last of those) 2) PANCAKES.
The worst part about the pancakes situation is that some table had been waiting 15 - 20 minutes before they were told by their waitress that they were out of pancake batter and would need to order something else. They made a stink about that and the waitress came back apologizing saying that some more batter was being made but it would take a while.
If your professional kitchen can not seriously get someone to whip up a batch of pancakes from scratch in a few minutes then you are in the wrong business.
At the VERY MOST those customers should have been told that the batter had run out and it'd be a short delay while a fresh batch was made up to make their pancakes, not be told we're out of batter order something else.
Same goes with the mash potatoes, there are several grocery stores in town, they could have had mashed potatoes purchased and boiling before they even ran out b/c lets remember it was only 6:30.. They're supposed to be open for another 3 1/2 hours yet.
Absolutely terrible place and they hadn't cleaned the floors all day either. read more