I have been going to Pier W for a decade and the main reason is that it was always consistent. Over the weekend we celebrated an Anniversary at Pier W as we have been doing for a couple years now and had such a disappointing experience that we will not return. The meal started off great - we ordered oysters, shrimp cocktail, and lobster bisque to start. All were great as they typically are. For our entrée we ordered the Delmonico with a Lobster Tail to share. The steak was ordered medium rare and definitely arrived well done. When our server came over to ask us how everything was we were a bit miffed since the steak was way overcooked. She took a look at the steak and agreed there was no pink and it did not look medium rare. She was nice enough to suggest they remake it which was a nice gesture and we took her up on it considering the price we are paying. After taking our plates back to the kitchen, a cook comes to our table with our same plates almost immediately and sets them down in front of us. He then felt prompted to bring out a FLASHLIGHT to shine on the steaks to "prove" it was cooked to our liking... which it was not. Not only was it overcooked but now it was cold. He then said that it's protocol that they shine a flashlight on all steaks to show their doneness because the restaurant lighting tends to mislead this. After years of going here NEVER have we seen someone shine a flashlight on the food. This was obviously a lie to get us to cave so they didn't have to remake the steak. For us this tactic worked, it was not only embarrassing but also we felt extremely insulted and uncomfortable that there was no point in arguing with the chef. We instead had lost our appetite and were ready to leave. When our server returned she agreed with the chef and said they are starting to use flashlights more because of the lighting and steaks being sent back... RED FLAG. The audacity this restaurant had to shame the customer instead of remaking a steak, which was the original offer from our server. This is not the same Pier W I grew to love so much. We ended up not eating our meal at all and told our server we would like the check. She tried to rectify the scenario by offering a Anniversary dessert on the house to which I declined. When our server returned with our bill it was to our surprise that they still charged us for our entrée that we didn't end up eating. The lack of customer service we experienced was so off-putting that it's ruined what was once a special place for us. Instead of making things right they doubled down and made us feel insulted. We spent $300 here on what was supposed to be a celebratory dinner. I'm still so upset and disappointed by how we were treated.