Pinetop Brewing Company — Restaurant in Arizona

If I could give a no stars I would.

I order online through the Pinetop Brewery website. I ordered at 5:36 based on the photos provided. My order was the wagyu beef. I received confirmations and even a text and email that my “order” was being prepared. My order was to be ready between 6:30 and 6:40 when I ordered, but it got switched to 6:40 to 6:50.

I arrived at 6:35. I give my name to the hostess. She goes in the back and checks. She returns and says there is no order with my name on it. (mind you I pre-paid) I go to my emails and pull up the order. She looks at me like what is she supposed to do with that and I said, “Please check again”

She goes in, and meanwhile two people with online orders come in and get their food.

Then she returns, doesn’t acknowledge me standing there and asks a group of people how many. I interrupted her and asked Did you find my food. She said it was being prepared.

Then another server came out and brought a receipt and said, here is your order but that it said wagyu beef and that they did not have any, so my order was not prepared. (So no phone call, no follow-up, just waited until I showed up). He then tells me he will give me a “gift card” for the amount. I looked at him and said well just make it with regular beef. He pauses but then says, well it will be 20 to 30 minutes. I said why can you not put my order in right away. He looks at the restraint and says he cannot put me in front of other people. I reminded him I ordered at 5:30 so I was here long before everyone else. He literally just walks away, and no one addresses if they are going to make my food.

There was zero effort to “make it right”. When the male server approached with the receipt and pointed out that I order wagyu, he said you did this through Door Dash, and he can not control their mistakes. I was flabbergasted and pulled my phone out and showed him that the very website I ordered from was Pinetop Brewing.

(That was the only reason he was offering me a gift card by the way because he could not blame it on Door Dash at that point) At this point he should have had my dinner made right away on the house and offered a gift card for the hassle and problems that were not created by me. But no. I asked for a manager, and he said no one was there and he could do nothing.

So I reported this to my credit card company and will attempt to call manager. However, I will not return after...

I was at PBC a year ago and everything went great, which is why I decided to return today. This time though, customer service was severely lacking. When I arrived, they have a host stand which says “please wait to be seated.” There was no one at the host stand. Took a while but someone finally came out from the kitchen, I believe she was a server. She asked if I wanted to sit at the bar, which I agreed to. She then handed me a menu and my silverware, said “here you go,” and pointed me in the direction of the bar. That was not what I was expecting. I made my way to the bar and the bartender took quite a while to take my drink order even though he noticed when I sat down. It took twice as long for him to take my food order. I ended up having to flag him down to ask him to take my order. I ordered an appetizer and an entree salad. They both came out at the same time which was also off. The brewery was less than half full and the bartender seemed to be all over the place except the bar. The Pinetop area isn’t know for good cell phone service regardless of carrier and every restaurant in the area offers guest wifi. I asked the bartender for the wifi password and he told me they didn’t give it out anymore because too many people were on it. The brewery has a network called BEERGuest but he claimed they didn’t give out the password. I thought this was odd. He later came back to tell me he did have a password after all. The password is BEERGuest, same as the network. Sadly, the wifi was not good. A customer came in and sat at the bar but the bartender was nowhere to be found. The customer sat there for ten minutes before getting up and leaving. Not one person in the restaurant acknowledged him. I felt really bad for him. There was one person in the entire restaurant who was pulling his weight and that was one of the bussers. He’s a tall, skinny guy who wore a hat. He brought me my food and asked if I needed anything else. I asked for extra dressing and he promptly brought it back. This kid was on top of it. I watched him do the same with all the tables. He also jumped behind the bar and washed glasses. I did not get his name but kudos to him. Seems like he was the only person working. The only good thing I can say about PBC is that the food and the beer were good, however the lack of customer service on a Wednesday afternoon...

We went here based on the selection of beer and some word of mouth on food. And we happen to hit happy hour, awesome!

I went to the restroom first... This should have told me how this trip would go.... As I'm using the facilities (already at the urinal) a waitress kicks the door open and says loudly into the bathroom "You can't go in there, nothings flushing since yesterday!" Well, too late... After I came out I checked in case I missed a sign to this effect. Nope, no sign!!! Strike one.

My wife had been sent next door to the Taco Bell to use the facilities. Well, stuff happens....

We are seated in the bar. I decide to order a flight of beer. We review all of the tasty options, yum! Then find out that the flights are only for the four beers they brew there!!! Quite the letdown as I don't like light beers or blondes.... So I get a Grand Cru. Wonderful!! Great beer, well done!!

We ordered the Brussels and Bacon. It came out quickly and was very nice even though I'm not a fan of Brussel Sprouts. Wifey loved it, but I agree with her that they should have broken the sprouts down and then fried them so that they would be more crispy.

We ordered the Chef's Choice hamburger, medium rare. We split the burger. It had two onion rings (red onion, good choice), avocado and pepper jack cheese. We were very specific on medium rare. It came out well done.... Such a good way to ruin an otherwise great burger!

I pointed this out to the server, she offered to have it remade, I declined as I hate to let food go to waste.

French fries.... Horrible. Overcooked, too small. They were golden brown but hard as a rock.

Honestly the plates must have sat in the kitchen as the fries and burger were both lukewarm when we got them.

We get the bill and the beer is priced properly but the wine has no discount for happy hour. We ask the server, who is also the manager I discover by the reciept, about this and she states that the only happy hour items are the beer they brew!!! The menu did not mention this nor did any signage. She commented that this is their slow season so only the beer is discounted..... Odd to this person to not offer some incentive to people that would help you stay in business.

All in all, not impressed.

I may go back but for...