Bastion Brewing Company — Restaurant in Anacortes

I would normally give Bastian a 5 star but tonight was not a good representation. I recognized that it was not. My fiancé and I placed our food orders, 15piece wings, onion rings, and a spicy crispy chicken burger, around 550pm, our friends we were with who were waiting for parents were gonna Be there around 630, they put in an of 10 piece wings order but waited on dinner. My fiancé had to be up early so we told them we couldn’t wait. At 630 our friends got their order of wings they put in after our order. Around 645, we still hadn’t gotten our three plate order the waitress came over and informed my fiancé they ran out of wings and asked what they could substitute? He ordered a burger. Totally fine, weird that our friends who ordered after us got their wings, but we thought well maybe they just had ten left and that’s how it worked out. Then my fiancé’s burger came out at about 710, which didn’t have bacon as it was on the menu,!the kind waitress let me know that there was a mix up and his burger was not suppose to come out until my burger was done. Finally at around 720 I made a complaint that I had been waiting over an hour now for one spicy crispy chicken burger. It was not too busy, I saw three tables who got there after us get their food before me. The kind waitress said she was sorry and understood my frustration, unfortunately there had been an incident where someone dropped all the ticket numbers and tried to put them back together. There were two new chefs that were suppose to be getting trained but no one to train them... she told me she would talk to her manager about what she can do to make it right for me, I did not say this but I am a Customer Service Manager for Fred Meyer, and I understand these situations happen. I do not like to make complaints or confrontation. When we got to the manager on duty, she explained the situation and asked him if there was any way to refund me. The guy, he was wearing a red and black flannel he wore glasses and a ball cap, in front of me claimed that we couldn’t do anything and that the owner could call me tomorrow. That is poor management or management representation. I would never say that to a Customer and I would hope that none of my associates would say that to a customer. I was so embarrassed, I told the kind girl who was just trying to help my situation who I could tell was on a lot of pressure, and I hate adding to someone’s stress/pressure.... she did not deserve that type of response from someone who should be helping her resolve situations like this. We had paid and tipped our food bill at 545pm, it was now 725pm. Almost 2 hours since I ordered my three plate meal. My order should have been pushed through the moment my fiancé got his food. I finally got my burger at around 740pm. Sarah the very kind woman who had been helping us deserves a raise and a promotion, she is the kind of customer service representative you want representing your business, the gentleman who blew me off does not deserve any representation.. thank you sarah and the other waitresses for making tonight a better night. I’m sorry for the circumstances beyond your control, but you handled it well and...

Do not eat here if you have a food allergy. The rest of my family said the food was great. I have a gluten allergy/celiac, if I eat out I take enzymes to help because I realistically know accidental cross contamination takes place, but this was not an accident. I order my burger with a GF bun, asked about designated fryer, and opted for a salad, no croutons because it seemed the safest and least trouble for the staff. I always feel bad eating out at new places, because I have seen how so many food service people often look down on people that ask for GF. But, they offered GF buns so I thought they might be accommodating. My food came out significantly after my families. The server apologized and said the cook put the wrong bun on it so she had them remake it. But there was croutons on the salad which I politely pointed out to our server. She took it onto the back and came out a couple minutes later and gave me the meal back. I was a bit surprised that my food was remade so fast since it took us over a half hour to get our food the first time. I picked up the burger and there were croutons under it and crouton crumbs on the salad. I was just going to skip eating but my husband took it back and asked them to remake it. By this point, I was not comfortable eating the food after I had explained how big of a deal it was when I ordered that I could not have gluten and they chose to just pick off the croutons they could see and re-serve me the same meal in all its contaminated glory. My meal did not come up until long after my family was done so as we were leaving they brought over my meal. I just explained I was uncomfortable eating there after how they handled it the first time I sent it back. I was super uncomfortable so we just left. On a positive note to them, I was so flustered that I forgot my handbag and did not notice for like a half hour, upon return they had my bag safely in the back and all cash and cards were there and safe, so they are kind and honest, it’s just the food prep people do not seem to have respect for food modification requests. I get it a lot of places don’t validate the medical request because many people are gluten free because it’s trendy, I wish so much that was the case for me, but it's not so I just have to deal when we are on a road trip. It is just people like me get the short end of the stick and end up paying $15-$20 bucks ( plus my standard 20 percent tip) and don’t get to eat...

Bastion needs to work on take out orders...

My first experience was over a month ago. Ordered two different types of boneless wings. Was told that my order would take 35-40 minutes. I arrive about 42 minutes later. The girls at the counter look at each other and then proceed to scramble. Eventually one of the young girls tells me “we didn’t want to put your order in because we didn’t want it to be sitting out and get cold before you got here”(clearly they just forgot about the order). I decided on purpose to show up on the ladder end of the time expectation so that the food would be ready upon arrival and that I WOULD’NT have to wait. 10 silent minutes of waiting later the wings were made. Second experience was tonight. Again I ordered the same two types of boneless wings (I’m a fan). A young guy answers my call and takes my order. He says it will be ready in 10-20 minutes. Again I show up after 20 minutes. This time when I tell the counter that I’m picking up a to-go order and my name, the crew (again there was an odd amount of staff compared to the number of diners) looked at each other. One girl at the counter said that “blah took your order, we’ll let him tell you what happened”. (I know the name of the guy but I’ll spare the humiliation). He turns to me and said that he didn’t check with the kitchen and found out after taking my order that they didn’t have boneless wings. I asked why they didn’t call me back to let me know and his reply was “I don’t take orders here”. I couldn’t believe what I just heard... I agreed to order the bone-in wings and stood there in silence until they were made. The food was rung up and the girl working the counter offered a 10% discount (basically knocking off the sales tax). Not one apology either time... Forgotten orders, not knowing the 86 menu items, not being able to reach out to customers when something goes wrong with an order are all areas for improvement. As someone who spent my early working life committed to customer service at the highest level, the worst impression that I take away from my experiences is the lack of pride and professionalism and major lack of taking care of customers when mistakes are made. I like the beer and wings at Bastion but I have zero confidence if I were to ever call in an order here that it would be executed correctly or that I would feel like a...