Super sad.... It's going down hill fast for TRH... on my last two visits really were disappointing.
Went in for a special night, while standing in the waiting area, I noticed 3 very very nice 20oz ribeye steaks ( odd size weight/cut) so I selected one and had it marked for my order. Cutting it short, I ordered it to be cooked a light medium. After a long wait and noticing several tables around us that arrived after us, receive and eat their food, pay their bill and begin to leave... as well as the third offer of more breads.. I asked my server... she agreed it had been a very long time. She went to the grill area, and a different server arrived at my table with the wonderful steak I personally selected from the case, turned into an absolute slab of charred to coal....
Second occasion... yes, I did it again, shame on me.. but TRH has been one of my favorites for a nice night out and leisure meal with decent atmosphere. Seated quickly as I always get on the waitlist before leaving home. Had my Elders with us for the evening, as I always enjoy their company and we socialize over a good meal. Drink orders were placed... I opted for the "Legend" margarita as it hand mixed, not daiquiri machine made, comes on the rocks and has a Lava salt rimmed glass . It is a signature drink of TRH with the biggest picture on the center of the front of the drink menu. Timely my server returned with drinks for my family, and would return with mine shortly.. A drink arrived as promised... margarita of very lite color and regular white salt on the rim. I refused to accept it as it was not the drink I ordered. It was returned to the bar, then returned back to me by a products promotional manager, saying this was in fact the Legend I had ordered and that they have a very strict mixing recipe and process for each signature drink. I pointed out the photo on the drink menu alongside the drink sitting on my table... no match there... the reply was, Oh, we have run out of the Lava Salt and our house salt is a common replacement. We minced words for a moment, and my side was that, the customer should always be approached prior to any substitution, and asked if it was acceptable.... Not just show up with a less than product and expect the customer to accept it. ( and pay the price of a "Signature" what should be Top Shelf item. ) A bit presumptive on their part, and kind of an unfair business practice...
I have NEVER had an issue with spending on quality meals or drinks, but do very much expect to get what I ordered as I asked for it to be prepared. I tip very well according to the service provided by the server and never grade them on the food prep as it is not their fault. But I will add in for the waitstaff... you are the face we see, we are your direct customers. if the establishment you work for is in the habit of things like the above... be above this and ask us if we are fine with substitutes... give the customer an option to accept or maybe change orders to something else, don't just assume we will accept what ever is set down in front of us.. To TRH, sad it's going this way and hopefully it will improve... for the time being I have moved over to OBSH... where things aren't being done down under. read more