To be fair, my visit to the Piano cafe was a year ago.
Piano Cafe was very busy the day I visited with a group of about 11. We were seated in a separate room at the back, which was fine because we could actually hear each other speak..
The menu was quite decent with plenty of choice and also a nice selection of cocktails. I chose a Cucumber Gin, which was refreshing and delicious. Sandwiches, salads, and desserts are the main focus but there are other choices as well. Several in my party ordered Baked French Onion soup. One of the group, a true French onion soup afficionado, disappointedly started that the soup wasn't a true "baked" version, but had only been in the oven long enough to give a good melt to the cheese. I admit, however, that I was quite happy with mine.
Several of us ordered the Lobster and Crab Mac and Cheese, including the lady who sat across from me and a gentleman who sat at the end of our long table. I watched both fork huge chunks of lobster from their ramekins, so I was very much looking forward to mine.
I always eat my soup first and was still doing so when our server came by to ask how everything was. I made the point that I hadn't yet tasted my Lobster Mac and Cheese. She did not return until she collected the dishes..
The Lobster and Crab Mac and Cheese was definitely cheesy, no complaint there. Unfortunately, mine contained one piece of fake crab and not a single piece, or even a visible shred, of lobster. I persevered, optimistically hoping a piece of lobster would appear before I reached the end, but...no such luck. In fact, other members of my party noticed and commented on that.
I did mention it to our server when she collected the dishes. Nothing came of it so when it came time to pay I asked if she had brought it up. I was told that it was all mixed together before being placed in the ramekins and should have been evenly distributed. I reiterated that it was not. It was quite obvious to the people beside and across from me that there was no lobster in my dish, but that was the end of it.
Not sure whether I would return, even though there were a number of items on the menu that I'd be interested in trying. However, I love lobster, and when a dish that is supposed to contain it, doesn't, you are paying a premium price for that, and nothing whatsoever is done to acknowledge or address that, it does not leave a good impression.
I did leave a review elsewhere afterwards, and this was the unhelpful and untrue reply
"Thank you for the beautiful descriptions of the groups lunch. The cucumber gin is always a favorite. We are sooo happy the group loved the lobster mac. When we did a table check with the group everyone was fine, if you had of let us know we would have lobstered up your mac without hesitation."
In fact, i DID let them know and nothing whatsoever was done. I also called afterwards, hoping to discuss the situation, but never received a return call. That pretty much tells me that they would never want to admit to a mistake. read more