Mad Hatter used to be our go to spot. Either you call in and order pick up or you sit down for a lovely meal. There was outside seating at their old location - perfect for a warm day.
Now? Everything's changed, and not for the better. Since their move, my husband and I have been back exactly three times. The first weekend, we were told it would be a 90+ minute wait and that they didn't have staff to seat in the front. Ok, so only being open at the new place for about a week, fine. I will give you that...
Second time sitting in we actually got a seat. Only a 30min wait so hope was high that things had settled down. Nope. Food took forever to come out, the table next to us had a little girl that was clearly hungry, and then another pair was sat to our right. Filling seats doesn't mean a good restaurant.
Fast forward a couple of weeks. Call in to place a pick up order, they aren't taking those kinds of orders yet but you can walk-in and takeout. Ok, sure. I'll drive down, stand waiting, and leave with my sandwiches. Minor inconvenience except when I got there the place is only half-full (still) and apparently they're still short staffed?
Today (12/27) is the last straw. Three strikes and you're out. We will not be going back. I ordered two sandwiches to go (again because they can't take orders over the phone). The young lady behind the counter was never really that attentive and over the course of my standing there for 35 minutes, never really moved with any kind of urgency. Indeed, most of the employees I saw were just going through the motions.
A thing to note: corned beef hash takes longer to make than sandwiches. The patron that ordered that AFTER me (by quite some time) was served BEFORE me.
When I finally got my sandwiches, I went out to the car. Lo and behold, both sandwiches were incorrect. Thankfully, my husband's was fine except for the bread. He was fine eating it. Mine, not at all. So back inside I went.
Side note: When handling a complaint, that complaint should become your first priority. Apologize and get the information to the chef to fix it. You don't stand there talking to another guest, you don't take an entire other order, you don't refill coffees. Clearly this young lady doesn't understand food-service prioritization.
By the time she got around to going back into the kitchen I had to stop her. It had been 45min at this point and I didn't even have a correct meal. Refunded my money and I got out of there.
Another side note: another guest at the counter ordered 2 over easy eggs on two slices of buttered toast. Not complicated. What he got was not even close.
I also witnessed the owner either firing or dismissing the chef while standing there. So...good luck to everyone else?
Questions for the owner:
1. Why are you trying to run a buffet AND the full regular menu at the same time?
2. What are you doing to train your staff??
3. Why did you move?!?! You had such a great thing going. It was small, yes, but I cannot believe you're happier here. I don't see any systems in place (waitstaff has no sidework?!), it looked like there were only a couple of food runners but why have runners if you don't have the restaurant full? Servers should be able to handle this task.
4. Why have you given up on your takeout services?! Your hostess today was useless. Inappropriately dressed in an oversized sweater, she looked ready for a day with the girls not the person handling your arriving guests. She could be taking those orders, processing payments and phone calls, and streamlining that entire portion of the program.
Final word: We aren't going back. We gave you chances, you blew it. The new residents at your old location, Skillet, are fantastic. Got my sandwich from them, correctly made, in under 15min. read more