Disappointing experience with the owner…read more
My family has been coming here for years, and we continued supporting the restaurant even after the change in ownership. I've always enjoyed the atmosphere, the food overall, and especially the wonderful wait staff. Unfortunately, my experience today has made me reconsider returning.
I ordered a medium-well steak, but it came out overcooked and extremely tough. I understand this isn't a steakhouse, as the owner, Scott, had the waitress relay to me. However, I don't think it's unreasonable to expect a meal to be prepared properly, even at a casual dining establishment.
The waitress was lovely, and my issue was not with her. I asked to speak with Scott about my steak, hoping to explain the problem and discuss a resolution. Instead, before I could fully explain my concern, he told me I didn't know the difference between steak temperatures and that I should have ordered it rare or medium.
The steak was brown throughout, with no visible pink in the center, and the meat was extremely tough (the texture was fibrous). Again, I ordered medium-well, but the result was closer in appearance to well-done.
Scott, the owner then mentioned his culinary arts education and 25 years of experience in the food industry. When I explained that I had also studied culinary arts, although it was years ago, he responded by saying, "bullsh*t.". Those years of experience hurt his case because he should have known better. Customer service skills seemed to be lacking.
Honestly, that was the most disappointing part of the entire experience. I wasn't trying to be difficult, get a free meal, or argue about food. I simply wanted to address an issue with what I had ordered. Mistakes happen in restaurants, and I understand that food waste and costs are real concerns for small business owners. What I didn't expect was to be spoken to so disrespectfully when trying to have a conversation about my meal.
Scott eventually refunded me, which I appreciated, but the refund didn't change how the interaction made me feel. My uncle, who is also a regular, wanted to speak up about how I had been treated, but I felt there was little point by then.
It's unfortunate because I genuinely liked this place and would have continued coming back. The atmosphere is great, and the wait staff has been a big part of why my family has continued to support the business over the years. One bad meal wouldn't necessarily have stopped me from returning, but the way this situation was handled has.
It's not always about what you say, but how you say it. A little patience and respectful communication could have turned a disappointing meal into a minor inconvenience. Instead, I left feeling uncomfortable about returning to a place I once enjoyed.
I hope other customers have better experiences, and I genuinely wish the staff well. Unfortunately, based on my interaction with the owner, I'll be taking my business elsewhere.