This past Saturday evening, I had what I will call one of my worst all time restaurant experiences at Public Kitchen. I am still amazed that a restaurant of this caliber would let what happened to us, happen.
As a baseline for this review, it's important to know that I live locally and have eaten at Public Kitchen well over a dozen times. Each time the experience has been great and the food really tasty. One of the pros for me has been how kid friendly Public Kitchen USED to be. I have eaten here many times with my wife and family and other friends (often very large parties) and it's always been a hit with everyone.
This brings me back to this past Saturday. Another dad friend of mine and I were on dad duty for the day with our four combined boys. We asked the kids where they wanted to go and they all said "Public Kitchen". A nice endorsement from the little dudes. We were leaving Melrose and given it was a Saturday evening, we opted to call first about the wait. The girl that answered the phone said "Yes, we are kind of busy but can get you in. Should be about 20 to 25 minutes tops". I then asked if they would take a name in advance or a reservation and was told "we don't take reservations." I had literally called from my truck so we barreled over to Wakefield to avoid any delays. I walked up to the hostess stand literally about 11 minutes after calling and was now told "It's going to be 2 to 2 and a half hours".
Obviously I'm frustrated at this point, but continue to politely ask the girl behind the counter how things changed so quickly. At that moment, I spy the waiting list and it's 6 tables long with 2-3 of the tables being small parties. When I ask about the list, the hostess informs me "this isn't the total list" at which point she lifts a menu and reveals a 'secret list' of sorts that has names, party sizes and times! "Wait, I thought you don't take reservations?" I say. The girl then responds and says "we don't". I am now pretty frustrated knowing I am being lied to.
Over the next hour and 45 minutes, my friend checks in with the girl to
a) see how we are progressing and b) make sure she knows we have kids with us. I realize people reading this will wonder why we didn't leave right away. The fact of the matter was the restaurant, although busy, was not packed and we were trying to remain optimistic that this girl was just a ding dong and really didn't know how to gauge the wait. At many intervals during our wait, there were also large tables open for 15-20 minutes at a time with nobody being seated which further reinforced the secret reservation list.
The icing on the cake was that after our hour and 45 minute wait, a four top table gets up next to a clear two top table. My friend is in the bathroom at this point and I can't muscle over to the stand and leave our kids outside where we were forced to wait. What happens next disqualifies the hostess from wrapping sticks of gum, never mind the logistics of a running a restaurant. At just that moment that the four top opens up, a young couple struts in, approaches the hostess and is seated IMMEDIATELY at the two top which blows any chance the two tables can be combined for us. When asked about the oversight in combined tables by my friend, the hostess replies "I didn't think of that". By this time, our kids who have been awesome, start complaining so we are forced to leave and scramble to feed four hungry kids at almost 8 pm.
To the young girl working the hostess stand, I can only hope you have kids some day and are treated to the same rudeness and torture at a restaurant. You likely won't remember what you did to us, but you certainly deserve the same treatment.
As we all know these days, reviews and word of mouth is everything. I've already told 6-10 local friends and family about the awful experience we had in the hopes I can steer others from this place.
Good luck Public Kitchen, you are going to need it operating like this. read more