Last night, I had an extremely disappointing experience at The Smithy that I feel compelled to share. I ordered a porterhouse steak cooked rare--a cut I'm very familiar with and regularly enjoy at various steakhouses in the area. Several members of my party also ordered porterhouse steaks, requesting medium rare.
When the meals arrived, it was immediately apparent that my steak was more well done than those served to my companions, despite my request for rare. I politely informed our server that my steak was not prepared as ordered and asked if it could be corrected. He took the steak back and returned shortly after, stating that a thermometer had been used and that the steak was, in fact, rare. He then insisted that I was mistaken, citing variations in steak color and implying that I was wrong.
I explained that I frequently order rare steaks and that this one did not meet that standard. His response was dismissive and unprofessional: "Are you going to eat it or not? Because if you don't, I'm sure someone will." He then removed the steak and offered a partial discount on a meal I did not eat and that was not properly prepared.
I rarely complain at restaurants and dine out infrequently--perhaps once a month--but I do expect a quality meal and courteous service. When I asked to speak with the manager, I was informed that the server himself was the manager and that this was the best resolution I would receive.
The steak, priced at $55, was reduced by $23, but the interaction left a lasting negative impression. The manager's conduct was the most discourteous I've encountered in any dining establishment. We have family friends who work at The Smithy and have enjoyed previous visits, but after this experience, I will not be returning.
As someone who works hard and values their time and money, I expect at minimum that my food be prepared as requested and that staff treat guests with respect. I have never withheld a tip before, but last night was the exception. The lack of professionalism and courtesy completely undermined what should have been an enjoyable evening.
I strongly urge others to reconsider dining at The Smithy until its management addresses these issues and prioritizes customer service and food quality. read more