Let's begin my review on a positive note: I love the Aviary, my husband and I go here weekly sometimes more, meet many friends over the years as our 'go to' place. The selection of food, service and atmosphere is always spot on
However, on this particular visit, it was a busy Saturday night we were seated outside in the front of the restaurant facing the street. At first we were impressed, never sat here in the years we've come to Aviary. We always get seated in the interior patio. We liked the new scenery, the space felt intimate and out of the way, romantic. From the moment we sat down it began..I should have known when I sat on water left on my chair, soaking my right leg.. I said to myself "ok, we'll let this go, water dries, I'll just enjoy the experience" so I kept my mouth shut, not our waitstaff's fault.
Now the slow burn begins ...we waited longer than expected for our server to come over to take our drink order. Strike 1: I am always a stickler for prompt service, usually get it at the Aviary, but this was a busy night. I can let that go too, I'm patient, wanting to enjoy my time with my husband....then our drinks came. Strike 2: I had to send my wine back as their was no prosecco added which I always ask for and have never had an issue in past visits.
We ordered the Tuna Poke for an appetizer, it came out pretty fast, as we started eating the Poke we started smelling this really bad sewer smell..every few minutes we could smell this odor, thought it was timed with flushing of toilets, it was so strong it overcame my desire to finish my food.
However, by the time my meal came I took a few bites and couldn't continue. My husband finished his meal, kept my mouth shut, speak up or suffer, right?
I waited a few days to make management aware of our experience so today I calmed down enough to make the call. When I got Jen on the phone she admitted right away this was an issue, in fact without hesitation, but with a VERY high degree of defensiveness. She told me that the sewer company has been out NINE times with no resolution to the problem, my question to her is REALLY? Couldn't have been since I was their a week ago, this has to be a known and persistent issue, why keep seating patrons in that section?
What bothered me the most is her defensiveness with me about this. Isn't the customer always right? when I suggested to her to not put other patrons in that spot, she said yes, thanks for letting me know, but "we're good." Their was no overture to offer something to make it right, perhaps a free drink next time we're in or an appetizer, no willingness to find out who we are to make us feel welcome back, I just got a 'thank's, we're good'.
So I suggest to anyone who has an issue at any restaurant to address it at the time it happens. I am kicking myself because this is what I usually do on those rare occasions that I need to speak up and now regret in this situation.
If you go to the Aviary, make sure you ask for Rhonda to be your server, she is the BEST and will make sure you are happy, but if you go and don't get her and have an issue make sure you strike while iron hot and address at that time. The waitstaff are wonderful and will make it right, just don't go to management.
One final note, being more than a regular here, I was disgusted by managements handling of this situation, When making reservation ask not to be seated street side, it will ruin your meal, if you don't mind smelling poop, have at it! read more