Second time dining here; first was for a mediocre pizza, so we thought we would try some Italian dishes. The manicotti was average with a bland meat sauce, the cheese bread dippers were very tasty with another bland dipping sauce, this time, marinara, and the white fish in white wine and garlic butter sauce had an outstanding flavor but was served lukewarm. It gets worse from here.
We waited for over five minutes to be recognized by the hostess/server/bartender and be seated, and although there were several open and set tables, she had to take the time to set another one before we could sit down. It then took 17 minutes to be approached by a second server after the first stated three times while walking by the table that she would be with us in a minute. Okay, maybe it was a busier than average evening for them and they were understaffed. But it gets worse.
It took ten minutes for the server to bring us our iced teas, not something that had to be mixed or specially prepared. A minute later, we were presented with our appetizer, which was very good. Five minutes later, we were brought our entrees. I took two bites of the fish and although I found the taste and flavor to be excellent, the food temp was nowhere close to the proper temperature. I asked the server if he would be kind enough to take back everything, warm up the fish and bring us our salads first, as should have been done previously. He said he could either take back the food and let it sit and get cold, or bring us our salads and we could eat them along with the entrees. Since my entree was already on the cold side, we opted for the latter. He brought out two salads with the wrong dressing. A couple of minutes later, the owner/chef came by to do table touches and when I was asked if everything was all right, I inquired into the different dressings they carried. When I was told they had ranch, I explained to him that we had both ordered ranch but was brought O&V instead. He told us he would make two new salads, which he did, and delivered them within five minutes. Upon his return, I asked if we were supposed to receive bread with the salads and/or meal and within another five minutes, the bread arrived, unfortunately after the entrees were already more than half eaten. I told him that he was giving us better service than the server, to which he offered his apology. Since we had a Restaurantdotcom gift certificate which allows the dining establishment to add an 18% gratuity to the check prior to the discount, I told the owner that I could not justify an 18% tip for the service we had received tonight. His only comment was, ""Sorry about that.""
Then, to make matters worse, the server added the gratuity to the bill before calculating the tax, so we paid tax on the tip.
Both my wife and I are in the restaurant business and are very understanding of things that can go wrong during hectic, busy times. We usually have more patience with situations such as this than the average customer. This was not the case during this visit. The service was simply unacceptable and upon complaint, the owner did nothing about it to either rectify the problem or compensate for it. If the owner was schooled in any amount of public relations and interested in return business, he would have, at the very least, taken the gratuity off the bill and many restaurants would have offered a discounted meal and told the patron to keep the gift certificate to be used on another visit. This would have assured the establishment of return business and made the patron feel as though the owner was attempting to appease the patron for the poor service that had been given. This owner, however, seemed unconcerned if we were ever to return again, even though we stated the food tasted delicious.
Bottom line - we won't be going back, regardless of how good the food may be. If the owner doesn't want to show interest in our business, we will take it elsewhere.