BrickHouse Craft Burger — Restaurant in Peterborough

Beautiful building, great location, and maybe the only craft burger place in town. Upon arrival the patio was less than half full with plenty of empty tables. After waiting a couple of minutes we took a seat. When our server arrived she greeted us with a (fake) smile and a (rude) scolding, informing us that we should have went inside first, to be seated outside. The service got worse from there. We waited 35 minutes for a pint of beer, and eventually had to go inside to get it! No cutlery or napkins when the food arrived (we had to ask)!! Even after asking we were given one knife to share between the two of us. The condiment bottles were dirty, and consisted of only ketchup and mustard. No vinegar, malt vinegar, hot sauce, relish or anything "crafty" to be found. The food itself took 45 minutes (for 2 signature burgers). The french fries were simultaneously soggy and burnt - really bad taste. And the "She's a Brickhouse" burger I ordered consisted of paper thin slices of bacon that didn't taste smoked (the menu says smoked), soggy onions (the menu says crispy onions), and cheese that did not taste like cheddar .. more like jack. Unfortunately these were average burgers at best. Certainly not "craft" quality. Please take this as constructive criticism and fix things. Because we really want to love the BrickHouse, and Peterborough does need a quality burger establishment downtown.

Edit to reply to Owner: Saturday late evening. We weren't the only ones on the patio receiving slow, poor quality service. It didn't seem that busy ... but even if it was ... I've been to many busy restaurants that thrive on being busy. Food needs to get out quicker, servers need to be more attentive, "burnt" french fries need to be discarded (not served), burger toppings need some "love", condiments need cleaning and more selection ... and customers should never have to get their own beer. No excuses. Please fix....

I typically love The BrickHouse everything is usually great. However this time I was extremely disappointed in the service that I received this time around. I placed an order online through the website at 5:38pm with an expected delivery of 6:18pm. That time came and went and I gave it some more time thinking maybe they busy with orders. I called the store at 6:55pm at ask what was taking so long. There seemed to be some confusion about my order with the lady on the other end asking how exactly I placed my order. I proceeded I placed it online through the brickhouse website. The lady then found my order saying that it just left. When the order arrived at 7:12pm I took it out to find most of the items were lukewarm to cold. The only thing that was piping hot was the gravy for the poutine. Overall I do enjoy coming to eat in at the BrickHouse however there may be some issues with orders placed online as the experience was extremely disappointing considering I tipped when I placed my order online.

Edit - I genuinely appreciate the generous offer that Steve gave. Second time around everything was delicious and hot. Happy that you are busy enough to be able to keep people employed as I know it is hard for folks out there in these times. Thank you for providing a break to those who just want some good food but are getting tired of cooking it themselves!...

I feel bad leaving a poor review, it's not something I normally do. Tonight was a really rough experience and I wanna let folks know about it so they don't repeat my mistake.

I'm gluten intolerant, so for context, I can have mild cross contamination in fryers but I can't consume any gluten or I get really sick. One step back from celiacs disease.

Anyway, before we went in, I called over and asked if they had gluten free options, they said yes. When we arrived, I mentioned my allergy. We ordered wings and spicy fries, specifically asked for them to be "naked" and if the fries were flour coated to swap them for regular fries. The server was friendly and said it would be no problem.

4/5 orders of wings came out breaded. I didn't make a fuss because as I said, I'm not one to make a scene. She even dropped them off and said "oh sorry, does that matter?"

I ate the one remaining order of unbreaded wings and the fries until I realized that the fries were, in fact, flour coated. I told her, she brought a regular order of fries but didn't apologize.

The bill came with no discount and no apology. I didn't ask for compensation either - but I really felt at that point that the server or kitchen should have acknowledged the mistake. Pretty brutal experience. Their outside signage even advertised gluten...