I would like to voice my concerns of the quality of service and care that your restaurant provides.
My family and I had reserved a table at your establishment for 8:30pm for Friday night, after arriving at the restaurant we were told that the table wasn't ready yet and we would have to wait - I would assume that under "normal" conditions you would have your front of house accommodate for the time it takes to sit and enjoy a meal - so why were we offered this time slot when it clearly wasn't a possibility to be sat? We would have been just fine with a later reservation - but were told to wait, and wait we did. It was 9:15 pm before we were offered a table - through the 45 minutes of waiting, thankfully my grandfather was offered a chair.
Drinks and appetizers were offered, compliments of the front of house and we were actually starting to overlook the long wait. Our server was courteous and aware of our misfortunes - we know she did her best in keeping us happy.
However, your restaurant knows no limits of dissatisfying a patron. I ordered a steak - your bacon wrapped filet 7oz at 30 some odd dollars - expecting a damn good steak, cooked to my liking of Medium Rare... After all, while I am not a Chef - I had spent my teenage years apprenticing and my brother who sat to my right is a Red Seal Chef, needless to say - we have standards; we don't feel your kitchen has any...
My steak was delivered undercooked - blue rare to be exact - still cold in the middle... If any self respecting Chef had an opinion of himself they would call it raw and lash the incompetent idiot who did it wrong - I however, trying not to lash out advised my server it was underdone - she agreed and swiftly took the dish back to the kitchen to be fixed.
No more than a few minutes passed and my plate had come back - steak still raw. I refused to eat the plate and sent it back - I had told the server I would prefer not to order anything as the rest of the table was nearly finished eating. I was encouraged to order at least something; I finally agreed to a soup - why I bothered entertaining this idea I'll never know...
The soup was delivered by a floor manager - an incompetent one no less, he offered the soup and advised that my meal would be at no charge and left. I had a few spoon fulls of the soup and decided this could be the only saving grace to my evening... Until I pulled the spoon from my soup to find a strand of hair - not some eye lash, but rather a strand which seemed to continue for more than I wanted to entertain.
You can imagine that this was the final straw - I summoned the manager from the bar where he was more concerned with socializing with the waitresses than checking to see if I was satisfied with the soup...
I cannot believe how a restaurant that operates under your management could do so poorly in executing on our experience. I am positive you have a firm grasp of how impressions are formed and how this experience will make me seriously think before I return to a Charcoal group restaurant... I used to regard your establishments quite highly - now, I have no remorse telling every person I know, of my experience last night.
The manager offered for us to come back and eat at the restaurant's compliments - I can't imagine how we would EVER entertain this idea.
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