1 /5 Tracy Knapik: The food is consistently fantastic—the kitchen absolutely rocks. Unfortunately, the front-of-house service has gone downhill with every single visit, and this last one sealed it.
There were three employees working the front: one bartender, Thomas, and two female servers assigned to tables. Our initial waitress started strong, then disappeared for over an hour. No check-ins. No refills. Nothing.
We eventually flagged down the older waitress and asked for drink refills and a glass of water. An entire hour later, the water never came.
Later, all three employees were standing at the bar. The two female servers were on their phones instead of working. We had to get Thomas’s attention just to be acknowledged. He told the older waitress twice that we were calling for her, and she ignored him both times, staying glued to her phone.
Thomas was the only person actually working. He took our to-go orders, brought the long-overdue water, and later returned with our checks. Even then, my bill was wrong—I was overcharged.
When I went to have it corrected, the older waitress intercepted me and tried to argue that sweet potato fries were an upcharge. I had to show her the menu, which clearly states the Philly sandwich is $11.99 and that making it a basket costs $2.50 and includes sweet potato fries. She fixed it, but not without attitude.
I asked Thomas how tips are handled, and he confirmed they’re pooled. That explains everything.
Tip pooling rewards the bare minimum. The people who ignore customers, stay on their phones, and argue over their own menu get paid the same as the one person actually hustling. Meanwhile, the good employees get burned out carrying the load and then have to hand over their hard-earned tips to coworkers who didn’t earn them.
That system doesn’t create teamwork—it creates laziness and resentment. And it shows.
The kitchen deserves better. Thomas deserves better. Until management fixes the front-of-house and rethinks tip pooling, the service will keep getting worse—and customers will keep leaving.