The Grill Room & Bar

We went to The Grill Room to celebrate our son's birthday last night. it was the worst service I have had in a long time. And the food was only average..

To recap the service:
*We ordered sparkling water, brought still
*Ordered salads, the waitress never brought them, and acted like she had no idea what we were talking about
*Our server was spacey and not available throughout the entire meal
*Brought steaks with no steak knives - had to ask a staff member for steak knives
*Did not even acknowledge when we told her the creme brule was burnt

To Recap the food:
*The creme brule was burnt to a crisp on the top - tasted burnt
*Have had better food at many restaturants

With all the great choices of restaurants in Portland - I will bot be back.

Our experience started out a little rough but was pleased by the final outcome.

Called earlier in the day to get a reservation for (4) that evening at 7. Pretty much prime time in this neck of the woods but figured it was a Wednesday so we should be good to go.  I was greeted on the phone by an answering machine that wanted me to leave my info and time I wanted to reserve and then they would call back to confirm.  Several hours went by and I got caught up with work and didn't realize it was close to 5.  Called in and was greeted by a hostess who couldn't explain why I never got a call back.  Explained what I would like and as you can imagine the open times were not even close, 5:15 or 8:45. I pushed a little harder and she was able to work 7:45 in.  Pretty great full at this point but disappointed wondering if I could have received better if I would have had a return call.

Anyways, got in and seated.  We had two vouchers and our friends had a voucher as well.  Waitress kindly indicated we can only use one per table even if we have two checks going.  I wasn't so happy as the main reason we were here and bought the vouchers was to be able to treat our friends.  

Manager arrives and gives me the low down on the owners take and offers a free round of drinks to make up for it.  Pleased with the results, the rest of the night went very well.  Great food as always, and the atmosphere is top notch.  Applause to the waitress and manager making things right. We will return.

With so many other great restaurant choices in Portland, why choose Grill Room?  

We chose Grill Room for a celebratory meal with my family based on their high ratings-- many of which they surely deserve.  But unfortunately our evening was marred by our mistreatment by restaurant ownership/management which deserves the lowest of ratings and why we will never return.

And apparently we're not alone as just read this article about the ownership of this restaurant and seems many others, customers and staff alike, have had to endure the same: <a href="/redir?url=http%3A%2F%2Fthebollard.com%2F2013%2F07%2F01%2Fsatans-sous-chef%2F&s=f5f1988f6f55da3d25dc4994145c23437a43ba76f2a7247ef84c2167115421f6" target="_blank" rel="nofollow">http://thebollard.com/20…</a>  A must read if you're considering dining here.

My entree was the source of contention as the kitchen had botched my order-- no two ways about it as everyone around me and even the server (who was great!) agreed.  I sent it back as anyone would.  Around 20-25 minutes later, my new entree came out and it was great.  By the point, of course the whole evening was thrown off as everyone else had finished their food by the time my order came back out.  To compensate, one would surely expect SOMETHING would be done to compensate: complimentary dessert, removing the entree charge, a round of drinks-- heck, even a drink.  Alas, nothing.  Even the waiter was surprised.  I asked if there was something that could be done-- the waiter asked and returned and I was told there was nothing.

Here's where it got interesting: I seldom escalate something like this, but felt it was necessary here especially when you're paying for such a pricey meal at an esteemed restaurant.  I asked to speak the manager, which took a number of people to get to her (apparently she's well-guarded).  I ended up getting the owners' wife, who was running point for the evening.  And she came out steaming in an expletive-ridden tirade directed at me. "I'm not going to f---ing comp anything!" were her first words.  Keep in mind, I had not met her or had any interaction with her at this point and this was her greeting. I tried to introduce myself and greet her, but she wanted none of that.  After some back and forth, I continued to keep my cool but neither of us were budging, she eventually walked off on me as I was mid-sentence.  Never had that happen to me, let alone at a restaurant like this.  Eventually I was offered $5 off-- felt like a slap in the face.

As I was walking away, at least three different servers, including our own, came up to me and thanked me for standing up to her-- or at least at my failed attempt.  They apologized and seemed to have experienced this behavior before.  So hard for me to understand how and why they would want to work for someone like that-- though I give them all the credit in the world for their fortitude.

Again, I ask: with so many other great choices in Portland, why support Grill Room and their ownership?