First, let me state that I hate writing negative reviews. I always try to find positive elements, to provide some balance to the negative. In the visit to Artisan's Grill, we could find none.
When we arrived, we had to wait, even though tables were available. Then, a couple behind us in line was seated, even though there was just two of us, and we were obviously at the front.
That was the first sign that the restaurant was disorganized. As we patiently waited by the grill, the kitchen staff argued about how the food was prepared. One suggested that the food was not cooked correctly, and another replied "it will have to do."
After waiting for several minutes, we were finally escorted to our table, then re-seated at a larger table by the front window.
Twenty minutes went by, and there was still no sign of our waitress. After flagging down the hostess, the waitress finally appeared, and took our drink orders. While were waiting for our soft drinks, another staff member very abruptly and ungraciously told us that they needed us to move to yet another table.
We had now been in the restaurant over a half hour, and nobody seemed the least bit interested in taking our food order.
After waiting at the third table for some time, the two soft drinks finally arrived.
It is worth noting that the staff does not scan the room for diners trying to make eye contact. In fact, they seem to avoid making eye contact altogether, Unless one practically gets out of their chair, and flags them down, plan on doing a lot of waiting.
While wondering when our oblivious waitress would arrive to take our food order, another family was seated at the large table where we had just been seated. As they were being held captive for fifteen minutes, another staff member approached them, not to provide water or drinks or take an order, but to demand that they move to another table.
When placing our food order, the waitress did not know the ingredients of the offerings, nor did she ever say "Let me check on that." In fact, we had to repeat the order several times, as she kept getting confused by instructions like "hold the cheese and mayo.".
We waited for another hour, for our simple order of two sandwiches to appear, to no avail. During this time, a table of six that was departing advised the our waitress that she had brought them someone else's check for two. These customers had luckily caught the server's mistake. However, if they had paid it, presumably the table for two would have gotten the bill for the table of six. While this seem comical now, it would have been a pain sorting out, when the table for two was ready to leave, especially given the inefficient execution by all staff.
At no time did the staff ever say: "Sorry it is taking so long for your order to come out. May I get you something (like dinner rolls, appetizer, salad, etc.) while you wait?"
When we asked if they would check on our order, we watched the staff for the next ten minutes, meander around the dining room. At no time did anyone check on our order. When we flagged them down again, they replied that "It would be right up," which is completely ridiculous, as nobody had checked with the kitchen. An HOUR after the order for two sandwiches was placed, we still had no food. Again (fifteen minutes later!) they promised "it would be right up," which was not based on reality, but just to placate us.
In short, it was as if the management took COMPLETELY INEXPERIENCED staff (at all levels) gave them the keys to the restaurant and then went away for the weekend. At best, the staff was trained by other staff who did not know what they were doing and did not care.
We fully expect that a reply from the merchant will be "It was the July 4th weekend. We were very busy."
The root of our dissatisfaction is that they were disorganized, unprofessional, discourteous, and incapable of working under the slightest amount of pressure. The basic customer skills of checking in with your patrons, scanning the room, providing an appetizer to offset the long wait - we were there to eat, not guess as to how long it would take to get service - cannot be excused by the July 4th weekend. In fact, there were three empty tables, as we waited.
The only person who appeared to be working was the boy cleaning tables, wiping them down with the same unsanitary rag he used on the previous table, just spreading the germs and bacteria around.
After promises that our food "would be right up" spanning over a half hour, it was abundantly clear that our order was never placed at all..
We got up and walked out (AT 2PM - long after the lunch hour), and not one person even noticed!
The solution for better service would be to fire the entire staff, and bring in more professional personnel at all levels. The fact that the staff was rude, inefficient, unprofessional and completely unapologetic speaks volumes about the standards and example management has set.
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