Went here on a Friday night. Had heard great things and had always seen a crowd when walking by so we decided to try it.
Downtown was busy as it usually is. We were seated right away, outside on their patio. The server showed up relatively quickly, which was nice. She took our drink order. When she returned, she had brought my Chimay in a bottle but without a glass. If it was a Bud light, not a problem, but when I pay 7 bucks for a beer, I want it in a glass. I eventually got the glass but it took another five minutes.
When we ordered our burgers and sides, we had asked for mayo and ranch dressing. We eventually got the mayo (maybe another 10 minutes), but never got the ranch. I think two other people had come by, including a trainee and another server and had asked us if we needed anything. We told them both "ranch". No luck.
When the haystack onions and fries were delivered, they come in a little basket that looks like the type you'd use to cook them in a deep fryer. Not a problem until you take the basket and put it in the middle of the table for all to share - the oil starts to drip through the table onto the legs of those sitting (since it was a slatted table, as you would find outside) - a bit of a mess - so I asked for some napkins. We never got them. A manager came by to ask how things were. I told him we needed some napkins. But when we left half an hour later, without napkins, he was still flitting around asking people how things were. Why bother if you aren't going to do anything?
Would be a great place if it was self serve at a reduced rate. I might go back, but at a less busy time like Sunday night.
These may seem nitpicky things but there are so many choices. And this place is a bit pricey for a burger joint. Lets face it, these are burgers. I know it is owned or operated by the Larkins crew, so they should know something about service. Please look into this. It's really a shame that such good food gets lost in such bad service.