State & Main — Restaurant in Kitchener

My friend and I visited this location this evening for dinner. Service was a little slower than usual however it was a busy night on the patio so this was understandable. We both ordered the butter chicken. When the food arrived at our table, only one butter chicken meal arrived. I believe it was a Manager who brought the food and asked if we were expecting another entree. I explained that we both ordered the same meal. It was explained to us that only one was made and that they placed an order for the second which would be made high priority in the kitchen. It took approximately 10 minutes for the second entree to arrive at our table. By this time, my friend was already half done her meal. The butter chicken was great once it arrived. Once we were ready for our bills, we asked for separate bills. When mine arrived I noticed that nothing had been done to adjust the bill given the circumstance earlier. I politely and awkwardly asked our server if any sort of discount could be applied to my bill given what happened. She apologized multiple times and said she had thought her manager had already applied a discount. She went away to speak with a manager. Upon her return, she notes that she spoke with the Kitchen manager and that he stated the best he could do was a 20% staff discount and the reason for this is because I ate my meal. Our server apologized again and asked if this was ok. I said yes and thanked her.

Being a loyal patron to this establishment I expected this to be handled way better than it was. I would like to note that this is not a reflection on our server and the poor rating for "service" is directly related to how the Kitchen manager handled this situation. I'm not looking for any handouts but want to provide feedback so that similar situations might be handled better...

We visited State & Main last night for my sisters birthday and it was a disaster. We got there and it was busy so we ordered appetizers right away with our drinks. Drinks took a while, and waiter came back and informed us that the drink I ordered hasn’t been in stock for a while (waste of time, servers should know). Then after our drinks came we ordered our mains. Waited approximately 40 minutes and then our mains showed up, waitress forgot to enter in our appetizers. Waitress apologized and rushed the apps and said they were on the house which was nice at least. My mother order a soup dish that was suppose to come with chicken and shrimp, didn’t have either. That was sent back and didn’t come back until everyone was done eating and she ended up packing it up to take home. My sisters friend ordered a salad and the salad was missing the almonds, feta cheese and cranberries?! Was sent back, and she ended up just ordering a side salad. Food was actually pretty good once it was figured out. Then my sister ordered her dessert (chocolate brownie) then the manager came out at this point and said “I’m so sorry, I know we have made major mistakes tonight, and we had one chocolate brownie left and our head chef just dropped it on the floor, we are going to bring you out our dirt pie instead” we were all laughing at this point. Asked server for our bills, she brought out half of our bills and forget two of the girls bills. Had to ask again. Super disappointed with the service & execution of meals. Food is great, they have really good potential to be an awesome restaurant but it needs some serious work. Not the first time we had a bad experience at S&M but food was good so we came back only to be disappointed again. Safe to say we probably won’t be returning next time....

My wife and I went here last night for a date night, and it was honestly one of the worst dining experiences we've had together in our 4.5 years of marriage. I ordered The Sirloin, my wife ordered the pistachio crusted salmon - we waited 40 minutes without a peep from our waiter, he just ghosted us. When our food finally arrived, my mashed potatoes were FROZEN in the middle - Yes, frozen!! (I guess they pipe out frozen mash?) - I'm sure many franchises have similar tricks of the trade, but I don't want to know about it.

My steak was room temperature, it had obviously sat under some heat lamp for a while, but not long enough to DEFROST MY POTATOES. We got the manager to come over, and she gave me a new plate of freshly microwaved mashed potatoes, without taking away my original plate - staring at a pile of half-frozen mashed potatoes fairly destroyed my appetite. She could tell we were displeased and asked if she could replace my steak, and I happily agreed and had to ask her to take my plate away.

By then my wife had finished her plate, and we waited 15 minutes for my new plate, the steak was a better temperature, but more grisly, and now my asparagus was undercooked. I couldn't touch the mash. The manager was gracious enough to not charge us for any part of our meal - and that felt more than appropriate, so we were happy about that.

The atmosphere of the restaurant is awesome - great decor and vibes, but the service and food was half-baked (literally). We will not...