The owners spent a lot of time and money renovating this location for this restaurant, and it looks really good for a sports bar. My personal taste would be to remove the sports posters from the walls and to reduce the number of big screen TVs in the dining area, but these personal preferences are not big deterrents.
I have been to the restaurant three times since it opened, and I'm pretty sure each time the menu was different. The prices have come down and the portions seem to have gotten larger. Overall, the menu choices are fine. Except for the first time, I enjoyed my food and didn't mind the price point.
Where the restaurant is really going wrong is with the staff. Every time I have been there, the service has been really awful. After the first experience, I wouldn't have gone back except that I was taken there by a client for a dinner meeting - the food was really good the second time but the service was still poor. Then recently I heard from another client that they thought the place had improved a lot because of their recent lunch experience,which sounded great. My husband and I decided to give the place another shot last night, but unfortunately, the service is still killing what could be a decent restaurant.
The staff I have dealt with over my three visits were all "friendly" in a polite but brisk way. I have not experienced the staff to be personable, outgoing, or particularly interested in establishing a rapport with customers. Simple things, like asking how your day is going, are missing. It's just straight to business fact finding on how many people and where we would like to sit, and this attitude carries right through the meal.
This "straight to business" serving attitude is not a deal-breaker for me when service is actually efficient and effective. However, coupled with poor service, this becomes a disappointment. I just feel like the staff I have dealt with really don't care. Here's a recap of last night's service:
The server didn't ask if we'd like to get started with drinks while we were looking at our menus. Instead, she just handed us our menus, listed the specials and then simply walked away.
She came back a long while later and collected our orders. The food took a long time to arrive, but to the server's credit, she did pass by and say that our food would be another three minutes. After dropping off our dinner plates, the server came back once about two minutes later to see how we were doing so far. Great, but then she didn't come near our table again until we were clearly finished eating for some time (despite my empty glass in plain sight and our attempts to gesture her over).
The server walked by three or four times while we were eating, and looked directly at my empty glass at least twice, without stopping to check on us (even though she wasn't carrying food or drinks to another table or otherwise busy). I had placed my empty glass at the side of the table so the server would be able to easily see it. I tried very hard to make eye contact and get her attention, but she just kept walking.
When the server finally came back to our table, rather than checking in on us or asking if we wanted anything else, she simply put our bill on the table and started to pick up our plates. I was finally able to ask for my new drink, and my husband ordered a tea as well. The server then picked up the bill she had just set down and looked annoyed that she would have to update and reprint it.
My husband's tea was dropped off without sugar and cream. After trying desperately to get the server's attention (again) for several minutes while the tea was getting cold, I finally went over to another table that had not yet been cleaned off (there were a few choices), and I grabbed some sugar packets that had been left there. My husband didn't get a spoon either, so he used my straw to stir the sugar into his tea.
I could see the disappointment on my husband's face and I knew he wanted cream for his tea. I really don't like to be dramatic, but I decided to walk over to the bar to ask for some cream. The bartender looked surprised and I will give him credit for springing into action. The cream came quite quickly and only then did the server, seeing someone else serving our table, RUSH over to ask us how we were doing.
After that, we waited quite awhile before the server made her way back to our table again. The drinks were long gone by the time the server came back. By that point, my husband and I were getting anxious to leave and my credit card had been out on the table for quite some time (another hint that was not picked up on).
The server came with the machine, and limply apologized for the service by telling us that "one of the other girls had gone home sick." Even if this level of service had been a one time event, that does not excuse the sub-standard attention. There were only a few other tables of customers in the restaurant and another server was on the floor working a different, equally empty section. We were there for almost two hours, and we only had a main course and tea after the meal.
I hope the owners read this review, because it's clear this location is struggling to get its bearings. I'm sure success will come if you can just hire some personable, efficient, caring and attentive staff who are able to establish a good rapport with your customers. Please stop worrying about the menu and just get better at delivery!!