Panino Brothers — Restaurant in Apple Valley

If I could give 0 stars I would, but it isn't possible so they receive one...

On Sunday, July 28th, 2019 I was with a larger group that decided to stop by Panino Brother's around 5:45 pm to catch their happy hour and some food. When we arrived, there may have been 15-20 other people in the bar, mostly sitting at the bar or at the far end by the pull tabs and dartboards. As we had some children with us, we knew it would be best to sit at regular tables. We were promptly greeted by Briana who was going to be taking care of our table and quickly mentioned we would have about 12-15 people, with 3 being kids and asked the best way to set up a table, she gave us a few guidelines and we assembled a few tables and chairs for our group.

Briana quickly took orders for drinks and appetizers (7 total appetizers were ordered) for most of the group because we had a few members still strolling into the restaurant (arrived around 5:50 pm). A few minutes later she was back with drinks and waters for individuals who had ordered and then took additional orders for those who arrived after her initial stop. The second round of orders was comprised of three kid's meals, and four adult meals with drinks to accompany their meals. After gathering her second round of orders (around 6:00 pm)

Unfortunately, this is where things took a turn....

Around 6:30 pm our initial round of appetizers started coming out in a few different waves (about a 40-minute wait). No complaints from our group, we knew it was a Sunday afternoon/evening and we came in with a larger group and were unannounced. The food was good from what people said and it arrived in a timely fashion given the situation. Shortly thereafter, about 6:45 pm, the two adults who ordered their food last received their meals prior to the kid's meals and the four adult orders that were placed before theirs (45-minutes and counting for the order). Briana said the rest of the food should be out shortly.

7:05 pm: a few members of our group ask the male bartender who was close by if there was an update on our missing food items, Mr. Bartender blows them off and walks to the other side of the bar.

7:08 pm: a different lady (not Briana) is upfront and is asked for an update, she pulls up their system and looks at the tickets and said it should be right up. She was asked if she was the Manager on duty, "No, the manager is in the back".

7:19 pm: finally, Briana appears from the kitchen with two kid's meals and two adult meals. I ask Briana if those are going to be taken care of due to the wait time and she said yes, I will get these taken care of. Come to find out, two of four meals are incorrect. Family asks for boxes so they can leave to get their kids home.

7:22 pm: still waiting on a kid's meal (mac & cheese) and two adult meals. The family that is still without their food pays for their drinks and decides to leave to go get food for their hungry daughter because they have no update or timeframe on their food.

7:40 pm: Briana comes to our table (visibly upset) and drops off adjusted checks for all the groups. We thanked her for her efforts in trying to rectify the situation to the best of her abilities. Everyone promptly paid and tipped her for HER efforts. I feel terrible for Briana because she had no support and felt it was all her fault, which it clearly was not, she just happens to be working at a poorly ran establishment. As we are walking out, the group in the booth behind us was just getting their plate of nachos (waited an hour and a half).

This is by far the worst experience I've ever had at any restaurant. I'm not entirely sure who dropped the ball or what happened, but it is clear there is zero leadership, communication, or any sense of urgency to service the patrons and make them the top priority. The lack of communication, on the clock employees playing pull tabs, no manager on duty, excuses, rudeness of the staff, horrible wait times for food, and off-clock employees insulting patrons are all reasons our group will never be back to...

My boyfriend and I LOVE Panino Brothers. We used to frequent the old Apple Valley location, as well as Eden Prarie. Great stuff. HOWEVER - we decided to try the new Apple Valley location for old time's sake, and were given some of the worst service of my LIFE. I normally never write poor reviews, or give bad ratings, but this was horrendous. I've been a waitress ten years, so I know a thing or two about the bizz.

I believe Marissa was her name - I was a little put off by how robotic, and unenthusiastic she sounded when she first greeted our table, but I shrugged it off.

My boyfriend and I ordered an extremely simple order - two beers, two Paninos. Boom. No changes. Easy. Well...over ten minutes go by and we don't have our beers. That's fine..no big deal. We eventually get them after seeing them at the bar ready for her to bring them to us , and then eventually wait another 15 minutes for water. ( I regret even asking. ) All of this is fine, and happens to the best of us. This was my thought BEFORE it hit the thirty minute mark...I started getting slightly annoyed, since this was already unusual service. Apparently my server dropped my Panino, so they had to make a new one. Once again, I even shrugged THIS off as the server having a really bad day. ( It clearly was not her being too busy, as she had about four tables, and like I mentioned before, being a server for ten years, this was NOT a busy day at the restaurant on Sunday at 1pm. )

After shrugging all of this off....Marissa comes and drops the food off...not saying. a. WORD. Literally my mouth hung open, as she dropped the food off. No apology, no "may I get you anything else?" Nothing. Not a WORD. After eating the ( Delicious...absolutely delicious ) Panino, I am flabbergasted she has not come to even CHECK on us. I cannot believe someone who has clearly been given an easy two-top with a simple order, horrendous service, but to not even acknowledge her doing so and apologize. I was just disgusted.

Thankfully the FANTASTIC bartender/management at the time was there to give us a wonderful apologize, and was quite sincere. She was the only reason I didn't leave more upset, and I am so glad she was able to give us an apology. I wish I knew her name, but she was ROCKING it on Sunday. She had a handful of tables, as well as the bar.

While the burger patties are always flavorful, they are way undercooked in the center. The bun comes out with a soaking wet bottom, which is a major texture discomfort as well as takes the appeal away nearly completely. They have the bar seating shut down completely and we had to sit on a pretty grody looking low top table. No paper menus even, they just pin a couple to the wall where you have to walk up and read them away from your table. There is absolutely no sense to that when they couple photo copy and print some paper menus for about $0.15 a sheet. I'd highly suggest searing the patty and then cooking at a lower temp longer with the thickness of the patty, as it will help seal in the juices and keep it from drenching the bun. I gave 3* because I know they make a phenomenal burger. I would also season the fries at very least while they are hot with a little salt. They were cooked perfectly, but had that starchy bland taste without it. I will give them another shot in a couple weeks. I dont normally, but this place goes way back for me and I believe if they step back they will see they could be absolutely astounding with the flavors and something so basic as fries being cooked very well. Make a few minor adjustments and I see this place taking it to...