**updated** total turn-around!. after i wrote my initial review (below), i received a call from the manager, apologizing and asking us to call ahead next time, so he could guarantee us a fantastic experience. my husband and i decided to go in tonight on a whim, and it was a night-and-day experience! excellent service, outstanding food (i had the chicken melt and my husband had the smoked duck), climate control issues fixed. we were seated within the promised wait time, and offered drinks while we waited. darnell, our server, was very attentive. overall, it was a great experience -- no call-ahead to the manager necessary! i guarantee we'll be back!
**********************************************************************************
we went with some family members -- party was 9 people total. the restaurant was freezing cold, and our server told us the thermostat was not working properly and they couldn't adjust the temperature up. a member of our party ordered a mixed drink, the rest of us ordered "standard" beverages. our beverages came fairly quickly (with the exception of the drink), but we sat for 20 minutes before our server took our order.
after another 20 minutes, the kids' meals came out. when the member of our party who had ordered the drink asked about it, our server told her she "would have to check on it" with the bartender. when our party member said she'd rather cancel it, the story instantly changed to "oh, the bartender is mixing it now. it'll be right out". fascinating, since you never left our table -- but suddenly you know exactly where the drink is in the bartender's queue. the drink then arrived in 5 minutes (it's magic!).
15 minutes after the kids' meals were served, most of the rest of the table's food arrived -- in stages. different members of the three tickets received their food at different times, and three items were left off entirely. the food was very good, but frankly overpriced. after another 15 minutes, when our server reappeared, we asked about the items missing (2 salads and a side of green beans). we were told (again) that she would check on it. we asked to cancel the items, since we were done eating and beyond ready to go. our server left our table -- 5 minutes later, a runner with a salad appeared at our table and was insistent that we take it. we told him "no, we asked our server to cancel it." after we argued with him and repeatedly refused the salad, he left. our server came back -- we reiterated to her that we no longer wanted the items, we just wanted our checks. another 10 minutes went by -- and another runner showed up with a salad, insisting it was ours. we declined it, but he set it down on the table next to one of the kids (who isn't going to argue with him about it because she's 7!) and walked away without a word. closer inspection of the salad revealed it wasn't even one of the salads we had ordered.
it took another 30 minutes to wrap up the checks and get out. we were offed free dessert (no thanks, we don't want to wait another 45 minutes), and we were not charged for the items the kitchen left off our order (i don't even want to think about how long that would have taken to sort out). our server was very attentive, when she was present. but she was mia for some fairly long stretches, and we never saw anyone who resembled a manager on the floor, checking on service or guests.
while the food is tasty, the service is abysmal. the kitchen seems to have some serious organization issues, and i have to assume that servers have been instructed to do whatever it takes to prevent guests from cancelling items because they're tired of waiting -- which is sad in and of itself. i lost count of the number of times i saw kitchen runners go to a table with hot food, have the table tell them that's not what we ordered, and then wander until they found a server who could point them in the right direction -- as the food rapidly cools in the frigid restaurant.
for the price ($15-25 per entree), it's just not worth it. the food is very good, no question -- but the restaurant is incredibly loud, compounding the ridiculously slow service.