It's difficult for me to leave any business a 1-star review knowing that most strive to please their customers with their product and service. Sadly the Stone Arch Brewpub failed on both accounts and their subsequent non-follow up (at least on this occasion). The situation was that we hosted friends from Australia this past July. Australians, we have found, at least our friends, are super kind, proper, and generous to a fault. Near the end of their stay, they offered to treat us to a night out on the town, and they chose the Stone Arch Brewpub for dinner and drinks. Our server, Andy, was a polite enough, however, after delivering our drinks and appetizers - - crickets. 1.5 hours later, our food arrived, provided by unfamiliar waitstaff. I was mortified, mostly because our overly polite friends acted as if nothing was wrong. We all had ignored the elephants in the room; super late overcooked tasteless food and 90 minutes of strained conversation. Now, I understand the above may sound harsh; however, it's because the feelings of disappointment have only multiplied. Those negative feelings have increased by the fact that the Stone Arch Brewpub has ignored our friend's letter of concern. Soon after, and before they left for home, they wrote a letter to the Stone Arch Brewpub management "politely," describing their feelings - - crickets. Twenty days later, our friends recently wrote from Australia and asked if we've heard from the pub, and I answered negatively. At his request, I then called the pub and spoke with a manager. He was pleasant and said he vaguely recalled seeing the email in question (which was forward to him from the owner) but wanted to re-read it, and then respond to me. He then asked me if that sounded reasonable, and I answered, "Very reasonable, thank you." Crickets. Now, after waiting several days without a return phone call, I've decided to leave a review. Too bad too, everyone seemed so helpful and pleasant.