Browns Bay Brewing Company — Restaurant in Hibiscus and Bays

On this Friday afternoon, as per our usual routine, we visited and ordered a medium-rare steak. Unfortunately, the steak we received was almost well-done, dry without any juices. We were extremely disappointed as we are very fond of your restaurant, especially your selection of beers. We brought this issue to the attention of our server, who took away the steak after we had taken only a few bites. However, we were not provided with a replacement steak. To our surprise, when the bill came, we were still charged half the price of the steak. This was clearly a mistake from your kitchen, and I do not understand why I should pay half the price for a steak that was not cooked to our specifications and of which we ate less than a third.

Following your response to my previous complaint, I feel compelled to provide further feedback, as you seem to imply that I am being dishonest.

Firstly, regarding the medium-rare steak we ordered, we consumed only about a third of it. Please check your camera; you will see that when we cut into the center, it was overcooked and very disappointing. Secondly, you mentioned that the steak was still pink inside. Once again, I urge you to check the camera and observe that my mashed potatoes had no juices from the steak whatsoever. Thirdly, we asked for the remaining steak to be redone, which is why your server took it away. We specifically told the server that we did not need any other replacement; we just wanted the steak to be prepared correctly. We emphasised “redo it”, but we waited more than 30 minutes, you did not redo the steak for us. Fourthly, when we were settling the bill, no one mentioned anything about the price of the steak. They only apologized for the bad experience. Please be truthful—it is not me who is being dishonest here.

We have been loyal customers, dining from Deep Creek Brewing years ago to Browns Bay Brewing now, and we visit almost every month. It is extremely disappointing that you would think I am lying just because $20. I hope this clarifies the situation and that you will handle this matter...

Excited to come here for a Vday dinner with family and friends. Made a booking for 7 people at 5 pm. We came just to find out we were placed on a table for 2 and the supposed host told us we don’t have a booking even my name was clearly written on the reserve sign (funny as it was for 2 at 5:30 pm! All details were wring to begin with!)! The host was vey unaccommodating straight away. We were seated inside (I requested an outside table when I rang Thursday) which is fine, didn’t make a fuss out of it as we were tired and hungry that we just wanna have a good time. Our server took our orders. Food came fast, which is good. My friend ordered a beef burger but was served a vegetarian burger. My other friend ordered a sirloin steak with mushroom sauce but was given a sirloin steak with blue cheese! It was so awkward that it was obvious that yes they changed the sauce but took 2 mins to serve a Medium Steak???? Seriously? Did you just wash the steak and served the same one rather than serving us with a new one after all the confusions and hassle on our table?? It was a special day for us as we haven’t seen each other for a wee while so we wanna have a photo to remember, we asked the host if he could take us one as he was just there standing with his reservation book and doing nothing! Which is so frustrating that he said I’ll ask somebody to do it as this is not my job!! Wow! Seriously??? I’ve never seen such a rude person! And that rude guy shouldn’t be a host at all!!!! Our experience was a big joke! Food and service wise! And I swear will never ever be back or recommend this place EVER again! The worst experience for me for a...

It was not a great service. The digital menu is confusing. We ordered a dish for my daughter and latter added a platter so we decided to cancel my daughter dish. I used their app to tell the staff to cancel order. Nobody came to check with me about which dish I wanted to cancel, they just assumed. I had to walk to the counter to confirm, and they ended up canceling the wrong dish. The manager told me she had canceled the platter, so I said that was fine. I returned to my table and ordered another dish. Later, the manager came back and said she had put the platter back in, and the kitchen made it. We told her we no longer wanted it because I thought it had already been canceled.

This quickly escalated into a big argument as the manager insisted it was our fault and that we could have checked their “bill enquire” to see that the platter was reordered. Honestly, I came to the restaurant expecting good hospitality, not to be lectured on how to use a digital menu. As a user experience designer, I found the UI very confusing—there was absolutely no feedback on what you ordered, and no way to cancel what you had selected.

The manager kept insisting they wouldn’t charge us, but we were wasting food. She then went to talk to the owner, who was sitting at the next table, and they all stared at us with unwelcoming looks. In the end, we felt really harassed, so we packed our food and left. This was the worst experience I’ve ever had; this is not what hospitality is about. We will...