Food is solid. Portions are small. Customer service and friendliness are lacking.
We've purchased food from here at least ten times since it opened several years ago. The sandwiches in the early days were truly spectacular, and we had a lovely multi-course dinner one time when those communal dinners were held occasionally next door.
Portions have become smaller, and prices have become higher over time. Unfortunately, my last two purchases have also left me feeling like an annoyance rather than a valued customer. When we wanted to support this place as a small business early during the pandemic, the phone interaction was not pleasant at all because I didn't have my credit card right in front of me to pay over the phone. I was expecting we would pay at pickup, and there was no information to the contrary on the website or in emails. I grabbed my card quickly and paid, but the annoyed tone from the owner was one I thought I had picked up on before in previous interactions and one that made me decide I wouldn't go back.
Then, this week, probably a year and a half later, I decided we would try again because maybe it was just me and because we still support a ton of other small food-related businesses in the area like St Francis and Sebastian where we've never had one negative experience. We ordered $125 worth of food to feed lunch to four people and scheduled a pickup time. When I got a message saying the food was ready half an hour early and was still in a work meeting, I texted and emailed to say that I couldn't make it until the pickup time or maybe five minutes earlier. Early is great except when you have a $15 fried fish sandwich that you'd rather not eat super soggy! There was no response to those messages nor acknowledgement when I arrived to pick up. A brown paper bag was placed on a counter for me, and when I asked if it contained only the bread so that I could pick it up and turn it on its side to carry the other larger bag, the woman acted annoyed that I had a question. My other items were brought out promptly, said fish sandwich was not soggy (seems to have been assembled when I arrived), and the food was generally tasty.
However, here's the thing. A $12 side of arancini should contain more than 2 arancini, especially when the arancini are only 2 or possibly 3 small bites each. Neither the customer email nor the online online ordering system indicated how many items were in each side, but in each side, I received two cold rice balls that had not been crumb coated nor fried. (We've familiar with the fact that the pasta meals and most mains are all served cold, etc, but "naked," uncooked arancini was confusing.) We ordered two of these sides, and one ball in each was broken which could have happened in transit, but the balls were packed tightly in the container and handled with care on a 7-minute ride. There was maybe a tablespoon of filling (fennel and taleggio) in each along with a beet dipping sauce. When I opened the box at home, I just put them to the side because I had to hop on a work meeting and didn't have time to deal with coating, frying, or even baking the arancini.
See photo for two of the arancini. Each was $6, and the pan is the size of half of a toaster oven if that gives you some sense of scale.
The kale salad that was my main meal had a tiny container of dressing (about 1/3 the amount of what was in the beet dipping sauce - maybe 1.5 tbsp?) and used curly kale rather than lacinato kale which is a bit more tender. The pieces of kale really needed to be massaged with the dressing and allowed to rest before serving. In lieu of that being done for the customer, there should have at least been enough dressing for the customer to do so at home. I stretched the dressing with olive oil, but then the salad had no flavor. When I'm paying $7 for a small salad, it should have a lovely dressing as described and I shouldn't have to improvise at home.
While on my work meeting, I messaged to ask how the owner intended for the arancini to be prepared at home and offered a suggestion about the salad dressing. Two full days later, and there has been no reply at all. Solid food can be found in more and more places in this city, and I'll continue to purchase it from places where portion sizes make sense and owners/staff are friendly with customers. The Wheel could learn an incredible amount from the previously mentioned businesses as well as Brown Bear Bakery here in town. read more