My husband and I brought my son and his girlfriend here on Friday 2/18 for dinner to celebrate my sons “30th”. I couldn’t have been more disappointed, after all of the rave reviews I heard about this restaurant and was so excited to try. My husband and son had steaks that were $56 and $42, BOTH of which had to be sent back to be cooked because they were so raw that they couldn’t even be cut. They were also very thin and visually unimpressive. They were very good the “second” time around which shouldn’t have happened. I had the pork chop which was over cooked and dry 😕. The mashed potatoes had a nice flavor but arrived room temp and quickly firmed up into hardened lumps. To be gentle…what the heck?!!! Everything else was pretty good as well as our waiter. But this is supposed to be a prime steakhouse and at the price point should come out nothing less than AMAZING! We had a good time and made the best of it because it because we didn’t want the occasion to be completely spoiled. The worst part of it all was when I decided to call and speak with the manager. When I explained about the steaks, his reply was, “But they ate them, right?” I said that wasn’t the point. They shouldn’t have been sent back in the first place. They should know what they’re doing. He said they do and that they “cook 800-900 steaks per week and that there are bound to be a couple that don’t come out right.” I said that they just happen to be both at our table? He said, “I guess so.” Somehow, this manager tried to me feel like this was our fault and that this was acceptable. It is NOT! I am very upset about the way he handled my legitimate complaints. His “I’m sorry’s we’re empty. He didn’t care. A great manager would have said, “ I am so sorry about your experience. We don’t want to lose you as a customer. We’d like to offer you a gift certificate so that you will return and give us another try”( or something to that affect). The fact is that our dinner cost us $344 and was very upsetting when it could have been resolved with a mere gift card to make your customer feel like you care but you don’t. Nothing…how sad.

Hmmm.

I’m the manager she speaks of.

So. My side of the story.

Yes they sent two of their steaks back. Both bone in steaks. A ribeye. A porterhouse.

Fun fact.

Meat near the bone is always rarer than the rest. It impossible to get the meat near the bone cooked as well done as they like it. Until. They cut into the steak and let us cook it in pieces.

I delivered both steaks back to the table. They were not thin. They were normal steaks. I apologized. Then moved on.

I also checked back in and they said they were perfect now.

I also checked in when the left. I was standing at the door.

I also fielded the phone call two days later.

I did say we cook a lot of steaks.

I did say, but they ate them.

This woman called looking for a refund.

This is not ot going to happen.

Or a gift card.

Not going to happen.

Also our pork chops are cooked using a sous vide method. They are not dry. They can’t be dry. They are on the grill long enough to seer the outside. I’ve had three or four. The are never dry.

The steaks were cooked perfectly after. Not worthy of free stuff.

It really is about the cost. She mentioned the cost over and over when talking to me. I’m sorry she spent so much. But if you keep the jeans at Macy’s you still have to pay for them.

I’m not giving you free stuff. Or gift cards. Or rewarding your behavior.

Thoughts?

Last week I answered the phone.

It was a man asking about a reservation later that night. I tell him we have availability and to call back when he knows what time.

I go back to work.

45 minutes later the phone rings it’s him he proceeds to tell me that he called 45 minutes earlier and a young lady had told me we had availability.

Seriously.

A young lady? I’m the only person to answer the phone in days.

He insists he spoke to a young lady.

I don’t take it personally. There’s far worse I could have been called.

But is my voice that high?