Let me start by saying I was genuinely looking forward to giving this new establishment 5 stars. Unfortunately, that was not my experience.
I waited over an hour for a dozen oysters, while guests who were seated after me received the exact same appetizer within minutes. Each time my server, James, brought oysters to those guests, he told me he would check on mine. After approximately 45 minutes, he finally informed me that something had happened with my order in the kitchen and that it was not his fault. He assured me they were making my oysters "STAT."
"STAT" ended up feeling like another 20+ minute wait, all while other guests were receiving their entrees and I was still waiting on an appetizer.
At that point, I should have trusted my gut and told them to forget the order. Instead, because I was told they were pushing it out STAT, I decided to wait and hoped the oysters would at least make up for the experience in the taste, flavor, or presentation category.
Unfortunately, they did not.
The Etouffee oysters arrived cold, while the Rockefellers were at least an edible temperature. If an order is being rushed out "STAT" after an hour-long wait and I'm specifically told it will be hot, I expect exactly that.
I came in looking for a comfort meal after having a difficult day, and instead I left even more disappointed.
When I finally asked for my check, I still had to wait. James eventually explained that he had intentionally held off on bringing it because he was trying to figure out what he could do given the ridiculous wait. I told him not to worry about it because, at that point, I was simply ready to leave.
My second biggest pet peeve is having to tell someone how to do their job or how to handle an issue within their own establishment.
A gentleman who appeared to be a manager came over and asked how the oysters were. I told him I just wanted my check so I could leave. When he asked again, I explained that I had waited over an hour for cold oysters, had already had a horrible day, and was looking forward to a comfort meal that I ultimately did not receive.
He continued asking me what he could do. I finally told him that it should not be on the customer to tell management how to resolve a situation like this. I shouldn't have to suggest that something be comped because of an hour-plus wait and food arriving cold. I informed you of the problem; the solution should come from you.
I will say that despite being a new establishment, it was apparent that regular customers were being taken care of differently. As a first-time guest, that was disappointing to experience.
I also have a couple of other grievances, but the excessive wait time, cold food, and lack of effective management response were enough to overshadow everything else.
I understand that this establishment is new, and I genuinely wanted to give it the benefit of the doubt. New restaurants have growing pains, and I'm usually very understanding of that. But there is a difference between being patient with a new business and overlooking poor communication, an excessive wait, cold food, and an inadequate response to a legitimate service failure.
I hope they take this feedback seriously because I would have loved to leave a 5-star review. Unfortunately, the experience simply did not warrant it.
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I do want to specifically acknowledge James (and give an extra star rating) because he was great throughout the experience. He was communicative, checked on my order, kept me updated, and maintained a great personality despite the circumstances. His other guests clearly had no complaints, and he seemed to be doing his best to take care of everyone. Please go see James on Mondays or Tuesdays and show him some love, because while I won't be back, he still deserves it. Regardless of what some of the bystanders may have been saying, my experience with James was positive. I actually tipped him separately because I felt he deserved recognition for his service, even though the overall experience fell short. read more