"We chose this restaurant for a family meal on Christmas based partly on their great reviews. This experience was unfortunately abysmal. We arrived and were seated pretty much on time although they had to drag a table and chairs from the back to complete our reserved 8 top. The restaurant was busy but had a lot of wait staff. All seemed to go well until after we placed our food orders. It was a fairly long wait, which we were initially OK with as they were busy. Finally 2 meals arrived, a few minutes later 2 more, than the 5th one came. The five at first waited politely for the other 3 before starting to eat. However the other three didn’t arrive in the next 15 minutes, so those with a meal began eating before their food was completely cold. We kept being told “two minutes.” Two minutes turned into nearly 30!! During which the waiter asked one person: “What did you order?” Two of the 3 meals were from the Kids Menu: Pancakes for one and a waffle for the other! The third meal was Avocado Toast with a hard boiled egg. Finally the kid’s meals arrived, by now everyone one else had finished eating! A few minutes later the Avocado Toast arrived with two fried eggs instead of the one hard boiled egg. Adding insult to injury, during the long wait we observed that several people who arrived long after we did were being served their meals! The only thing that came quickly was the check with a 20% gratuity added nary a word of apology for the unconscionable wait. I went to discuss the situation with a manager, explained the above and was told that “we always add the gratuity, we are open on Christmas (as he they were doing us a favor) and we’re doing the best we can!” Again no apology, just totally tone deaf. At this point I just told him I was NOT going to pay the 20% for such totally unacceptable service. After some further grumbling he told the waiter to remove the gratuity, we paid the bill and left. Of hundreds of restaurants this was worst ever!"
