We were excited to go here since all six of us are foodies, but unfortunately it appears this is one of those restaurants where the management has no idea what customer service is about. While there is a cute idea as to creating this secret restaurant where you have to be given the "access code" at the sister restaurant Stella, at the end of the day it is just a novelty if you don't have great food and great service.
The restaurant is a "small plates" Tapas restaurant with the menu only visible on the wall from certain tables. We were seated at a table where I was the only one that could see the menu. The waitress came over and explained they had a raw bar to start as appetizers and that she would "explain the menu Tapas menu to us". After she recited what was at the raw bar she asked for our orders. One of the women at our table asked how can we decide to order the raw bar if we don't know what the rest of the menu is? Her response was "that's how it works". I guess that was the first warning. Once we got to the menu she also explained they "highly" recommended we order three plates "each" since the portions are very small. I glanced at the menu and noticed most plates were around $20... and thought "okay, this is going to be an expensive night." We all ordered three plates and then the "fun" began.
Since we each ordered from the raw bar they delivered all of our raw bar orders together and there was only a tiny cup of cocktail sauce delivered. That was fine we just needed to ask for more, but then in this tiny restaurant, (which by the way gets extremely, extremely loud when it is full) we could not find our waitress nor any other server. I finally had to get up and search someone down to get some cocktail sauce. (May I please get some more porridge sir...)
After our raw bar they delivered the first several plates. Right from the get go it seemed like something was wrong because the portions were rather large and I wondered why the heck the waitress "highly" recommended three plates each. (Is the manager trying to ramp up his profit margin?) Again this was fine, but my wife wanted some salt. Again, we could not flag anyone down, and once again I got up and found someone to bring over salt. (Is this a self service restaurant?)
The food was actually very good, but we finished those initial plates, and then waited roughly 30 minutes and nothing else showed up. Once again, no one ever came back to check on the table and I had to get up and go find someone to ask where our food was. They checked and explained that Stella had a new menu that night, all food was delivered from the same kitchen and all dinners were backed up. (Mind you, we had a 5:45 reservation and were some of the first people in either of the restaurants.) We waited about 10 more minutes and our food finally came out and was thrown down on the table "haphazardly" with no idea who ordered what. At this point we had run out of wine and wanted to order a bottle, but alas, no one came by so we just ate our food. Finally the last plate came out which was the pork dish. My wife had ordered that so began eating it when our friend realized she had ordered it also. Finally the waitress did show up and we asked for the final pork dish. After she went to see where that was, our friend realized that she was just too full to eat it and so I went back up to cancel the dish.
When I went up to the station where they all gathered the waitress was standing with the manager it appeared. I mentioned to them both that we wanted to cancel the pork, and that it seemed recommending three plates each was way to much, and also, we had wanted to order another bottle of wine but could not find her. (My idea was that this could be good feedback for the manager to help train her and the staff?) Her response was an incredulous "I was out your table all night!" I returned to the table dumbfounded that she would talk to a customer like that.
A few minutes later the manager (Joe?) showed up and explained we had "definitely" gotten both pork dishes and he had "personally" delivered them to our table and "put them right down in the middle." What followed was a small argument with our friends and then I finally said, "you are doing this wrong, this is not the way to treat customers." His response was "I am doing this wrong?...Well I'll tell you what, I will bring over the check, you will pay it and then you are never allowed back in this restaurant ever again!"
Holy cow?? The check came and we paid over $500 for dinner (both pork dishes charged). Mind you everyone at our table is old enough to be grandparents, we are all successful in the world and here in downtown Ridgewood, we somehow broke the norms of restaurant behavior so severely according to this manager, that we are now banned forever. So be it and good luck in the future. Restaurants with service like this do not survive very long. read more