A three year and counting family tradition around the holidays, I was excited to go back to The Orchard again this year. Previously, the food and the service had been excellent, so I of course expected more of the same upon our return. I'm not sure what happened, but our experience was so awful, I felt like it was a completely different restaurant. Upon entering and being seated upstairs, proceeded to open our wine and offer us water. All fine although she wasn't exceptionally friendly. Bringing our menus, she was uneducated on the offerings, couldn't answer any of our questions or even pronounce some of the items. Upon asking her the portion sizes of one of the appetizers, she said there was enough there to make you full, but we certainly didn't want to "stuff our faces and ruin the rest of the meal", did we? She also proceeded to explain that this was fine dining, in case we weren't aware, and the portion sizes were therefore not huge. Ok, thanks lady. The room we were in filled up with two other tables, and I'm not sure if this frazzled her or if she just didn't care, because she proceeded to forget to fill our wine and water glasses (to the point that we and the other tables had to get up and fill them ourselves), she disappeared for 20-30 minutes at a time and was no where to be found. We started to hear the buzz in distaste with the rest of the disgruntled tables as well. When our appetizers and salads arrived 45 minutes later, she got the placement all wrong and practically flung them at us, rushing away. Our appetizer and salad plates then remained uncleared for another half hour until a bus boy came to remove them, and we waited... and waited.. and waited... for dinner. We got up to make sure our meal was indeed coming, and when we did find her she forgot what table we were sitting at (among only 3) and told us our first courses were on their way. We had to inform her we already had our first courses and had been waiting for close to an hour for our entrees. In that hour, we had drank all of our wine, so we had none left to even enjoy with our meal, and our water glasses had yet to be filled. Once our entrees arrived the food was average at best. All were lukewarm (surprising they weren't completely cold actually, with how long we had been waiting), and the duck was so chewy it was barely edible. After finishing our entrees, we decided we had enough waiting and actually went downstairs to ask for our check. The manager sensing that it was strange for a table to come downstairs for their bill asked if everything was alright. When we told her that no, it actually wasn't, she barely apologized and did not even try to make anything right. She told us since we didn't actually send anything back to the kitchen, it was probably good enough and our complaints with the service could be reflected in our tip. Then, she practically threw our "complimentary dessert cookies" at us and turned to walk away. No apologies, no trying to make anything right after a bad experience = no return customers. We were appalled. If a service provider tries to fix a bad experience and is genuinely sorry I am the first person to give them a second chance but no, not The Orchard. It's a shame because it had previously been one of the best dining experiences I have had.