I've visited MVK on several occasions and this most recent one was definitely unlike the others. A group of friends and I arrived on a somewhat busy weekday evening and were promptly seated for our reservation time. The five guests of our small party came at slightly different times so the waitress came to take our drink orders all in a couple of phases. Drink orders were fairly prompt, within about 5 minutes of ordering. We also ordered flatbread apps, which came within a reasonable amount of time and tasted good (warm, but not hot).
When the entrees arrived, they were brought out by several team members. The entrees were not initially placed in front of the correct people. After entree delivery (but before taking a bite) one of our guests noticed a thick, curly, black hair intertwined in her risotto popping up under her 'young hen.' She tugged at the hair and it was so intertwined in the risotto that it shifted the hen atop. We all gagged. It took about five minutes to flag down our waitress, who had tables both in and outside. The waitress finally arrived and took away the hairy dish and said she would bring back a new one (the replacement hen took 15+ minutes, so the rest of the guests were nearly done with our dishes before she received her replacement). Two of us had the Grilled Arctic Char, which tasted good but it was cold- like just pulled from the refrigerator cold. Unsure of if this was supposed to be this way (not noted on the menu, but perhaps it was supposed to be a chilled dish?), and considering the lengthy amount of time it was taking to bring back a non-hairy dish for our other guest, we opted to eat it and not complain. The other guests enjoyed their dishes, but again, warm and not hot.
More drinks were ordered as we ate and during one of the refill runs, we were brought the same wine order by two different waiters; it appeared that they made the same order twice. This was only an additional two wines and the server left their mistake at our table.
When the check came, we were surprised to see that we were not only charged for the two mistake wines but also for the hairy dish. Yes, we drank the additional two wines, and yes, we may have ordered another two anyway, but isn't it a bit tacky to charge customers for items they did not actually order?
In any case, my main complaint is about the fact that they charged us for the hairy hen. We discussed as a group about this and all agreed that it is quite peculiar that we were charged for something so out of our control (not to mention absolutely disgusting and ruined the appetites/overall dining experience of the 4 other guests) that first arrived with a major issue and then the replacement took 15 additional minutes, which left that guest eating her entree by herself. We decided to ask the waitress about their comping protocol so I inquired about how they usually handle issues as this and she said that they "don't usually comp a dish that is replaced." I understand this if it's a situation where the guest does not like their first dish and would like to order something else, but not for a situation that is out of the guest's control. The waitress talked to the manager and removed the one hen from the check, but not the 'oops' wines. So, MVK had attempted to charge us nearly $50 more than what we should have been charged, but kept their wine mistake on the check at our cost.
To me, this is a completely tasteless way to handle multiple kitchen mess-ups and really made us feel like dollar signs rather than customers. read more