Heron Rock Bistro — Restaurant in Victoria

Living around the corner, I’d been here quite a few times, usually during the week, and had even recommended this place to people I know. This weekend, though, our visit at 2 in the afternoon was nothing short of a “kitchen nightmare.”

What is the minimum any customer would want? I’d say a server who knows the menu, gets your order right, and, ultimately, good food. Our visit started badly when we were given water that reeked (and tasted) of chlorine. Of course, that could just be the water out of the tap, but when we told our server, she answered with annoyance, “No one else complained,” as though we were making it up or, more likely, trying to get our water comped. She didn’t know the soup of the day, the fish of the day, or very little else on the menu.

When we ordered, I specifically repeated twice that I did not want mushrooms on my steak sandwich (I’m extremely allergic). My mother, (who’s 81 by the way), asked for the vinaigrette on the side of her salad. Thirty minutes later when our food arrived, you guessed it: the steak sandwich was smothered in mushrooms and the vinaigrette was all over the salad. (Given that there were only 2 other people in the entire restaurant, how difficult was it to get our orders right, especially since the server seemed to write it down.)

I immediately told the server about my sandwich, which she acknowledged was covered in mushrooms. She said she’d take it back and they’d “scrape them off.” Really? I could do that myself. Doesn’t help the allergy situation, though. I told her to forget it. That’s when she persisted on asking me if I wanted another one, something else, to look at the menu again, etc. I repeated that I didn’t want anything else. What was the point? The two people I was with had their food--none of use wanted to wait another 30 minutes. I had to watch them eat, as if I wanted to wait around so they could watch me eat.

Well, the chef/owner raced over and demanded I order something else. Again I repeated I didn’t want anything else. He persisted, actually arguing with me that “these things happen” and I “should calm down and get over it.” As bad as his customer service is, his ability to read a situation was worse. I didn’t want someone to be arguing with me as the other 2 people I was with were trying to eat. So I asked to “please” be left alone in peace.

He went ballistic. He insisted we leave immediately. (Imagine kicking an 81-year-old woman out?)

So we left.

As far as the food goes, let’s be honest. It’s above average by Victoria’s standards, but that isn’t saying much. It would be just mediocre in Vancouver, Toronto, and especially Montreal.

But the service is abysmal. All this server and owner had to do in this situation is apologize, ask if there’s anything they can do to correct the situation, and listen to what the customer wants. If he says “no,” respect that. Arguing with a customer unrelentingly just loses you a customer, their family, friends, and co-workers. Where I actively brought people to this restaurant, I’m now going to passionately dissuade them from going here.

If only to...

Anniversary DUD

Went for our 8th.

Bald head Waiter was professional and seated us within 1 min.

He was great.

Our waitress came and gave menus. She was coughing and had frog in her throat, which was brutal. She should be using a sick day. After she was done hugging her friend who just came back to Canada, on a plane, she took our order. ( People notice these things )

Ordered burger and soup.

Saw people come to the front saying they were ready and asking to pay. They didn't wait for their check. That was my first obersvation pre- meal.

After 23 minutes.....food came.

Burger was an inch thick and when you cook burgers like that it never goes well. The soup, cream of parsley and callifower was nasty. I am still burping. I have never had campbell soup taste gross but this did. The water was great, and she kept us topped up. Fresh ground pepper was nice that I didn't have to ask for it.

Wife had Corn Beefed Hash. Presentation great, taste terrible. Not crispy, no flavor, no salt.

One of the new wait staff was being trained on the spot, and none of the staff had uniforms. They just wore whatever. Bald head had a nice outfit on though and looked pro. Our waitress looked like she was going clubbing?

The new waitress who was being trained had cute cow print high top shoes on. They were converse style high-tops with a cow print. Not professional more like a high school looking design. They should all wear similar clothes, with name tags and introduce themselves when they seat you. I am not against cows. I love beef. It was kind of werid. I also so a dish washer come out of the back wearing dirty clothes and very dirty shoes. Just not looking sanitary.

I felt cold half way though. I asked wife. she said yes cold too. ( it was -1 outside, not brutal , but after reading the reviews it makes sense to see that it was cold )

( electric plug in heaters work great and are cheap)

I was impressed with the drink menu, but disapointed with the food menu. No real hearty meal choices, mostly breakfast options.

Tried to use gift card, ( master card, $50 prepaid gift card ) and the waitress said they had never seen one. ( ya ok) Had to pay with credit card. Which was super annoying.

Wanted to go to cactus club but it was closed. I should of checked first.

If this was gasoline alley red deer, or in a small town, I am sure it would be satisfactory, but in James Bay, in a prime tourist area, it needs some TLC. I hope this review is helpful to the owner, and the clientel on what to expect.

I write this in complete honesty. I went in fasted and still feel hungry, but now I feel a little rough.

Have a good one

-A

Automation...

Best Benny's in Victoria falls short but deserves a second visit.

Maybe that I chose to visit on a Wednesday after the lunch crowd had departed was my mistake and maybe the kitchen was recovering from the lunch rush and trying to take a break but I was really anticipating greatness here. We were greeted immediately by a lovely server and there were plenty of tables and choose a window seat. There wasn't much to see except our car parked on Croft St and the lo-rise across the street. I imagine it'll be nicer on their little patio in the spring and summer. Nice short menu. I like that. Fewer choices, better quality. I asked for the Stilton & Bacon Benny. On English muffin and eggs soft, naturally. pan fries. Latte. It took longer than usual but the latte was pretty good and my company distracting. ( She had the Classic Breakfast and problems with that later) The presentation was fair, looked and smelled good but the disappointment started when I cut into my egg and found it barely runny. You can see in my picture. Okay. No problem but I could not distinguish the Stilton cheese over the Hollandaise sauce - but I love Hollandaise so I kept eating (without feedback to my server when she inquired.) If the pan fries were adequate, I would have been satisfied with my meal, but they tasted stale and not just same day reheated, but more like yesterday's reheated potatoes. My partner agreed but then raised her eyebrows and asked if I'd like her bacon. She's not a big meat eater but usually enjoys nibbling on bacon so naturally I accepted her offer. She passed me these thick planks of hard bacon that cracked under my teeth and crumbled when I chewed them. She stared and joked, "RIGHT?" They were definitely a cheek cutter. It was my first disappointing Benny's meal. Maybe my expectations were really high. So again, I'm going to give the Heron Rock another visit to atone for the average lunch despite the street parking, apartment building view, 70's top 40 playlist and confusing choice of decor for a bistro, I WILL be back. BTW, the service was great. They all seemed genuinely happy to be working and that's always a plus and gave it...