Our party of 12 (six adults and six teenagers) dined at Jubilee on steak night. We expected a wait,…read moreand 45 minutes for a group our size seemed reasonable.
Once seated, we were greeted promptly with water and our server took our initial drink, appetizer, and dinner orders without issue. The appetizers arrived in a reasonable amount of time, but after that, the service began to decline. We had to ask twice just to order a second round of drinks.
When the entrees arrived, everyone at the table received their meal except me. The server asked if everyone had their food, and I told her that I was still waiting for my Steak Frites special. She checked her order book, said something, and walked away. Unfortunately, no one returned to update us.
After waiting another 10 minutes, I encouraged the rest of my family and friends to begin eating so their meals wouldn't get cold. When there was still no update, I flagged down another server, who said they would check with the kitchen. A few minutes later, they returned and said they weren't sure what had happened but that my meal was being prepared.
After another 10 minutes passed, I asked to speak with a manager. I was told there wasn't a manager available and that they understood my frustration. By this point, it was nearly 9:30 p.m., my entire table had nearly finished eating, and I still hadn't received my dinner.
When my steak finally arrived, it wasn't what I had ordered. I had ordered the NY Strip Steak Frites special but instead received a 10-ounce sirloin. Again, the explanation was simply that they weren't sure what had happened--perhaps another guest had received my order or there had been a mistake in the kitchen.
To the restaurant's credit, they removed my steak from the bill. However, what disappointed me most wasn't the mistake itself--it was the lack of communication and customer service. Throughout the entire situation, no one came back to provide updates, apologize directly, or offer a meaningful resolution. In fact, my server never spoke to me directly about the issue after realizing there had been a problem; I learned my meal had been removed from the bill through another member of our party.
Mistakes happen in every restaurant, especially on a busy night. What leaves a lasting impression is how those mistakes are handled. Unfortunately, while the food we did receive was good, the customer service fell well short of what I expected.
