I’ve been a customer for years, even back when the service was slower than you’d ever expect, never complained.

I have frequently recommended them to my guests from my place of employment, as I love the atmosphere and menu/drinks. (Won’t be doing so any longer).

The customer service leaves much to be desired, and to be honest is down right poor.

A group of locals, myself included who all patron Brickroom often were enjoying time there Saturday night. Our plans were 8-10pm, and our group accounted of about 15/20 throughout that time. My sweetie and I joined the group at 8:45pm. After us all ordering various drinks at the bar we were told at 9:15 that there was a band about to begin and that we had to all pay $5 each. We told the gentleman (who seemed rushed and stressed) that we would discuss our plans as a group and let him know, as we were only staying until 10pm anyway. He returned at 9:30 and asked us our plans and we said we would not be staying and would close out and leave. About half of us had just ordered drinks, the other half closed our tabs and waited for the rest of the group to wrap up. With a group this size it takes time to get everyone moving, so when reinforcements were stressed by a bouncer who came to stand guard near us, staring us down while we (tried) to enjoy our time together, we felt really put off. The front house man came back to tell us “I don’t mean to be rude but....” and I told him firmly how disrespectful he was being with everything, that we were on our way out, and that now rather than having patrons continue to purchase from the bar now half our group were simply sitting there waiting for the other half to finish so we could leave, and if he would please leave us alone until we could just do so in peace. His manager came out after he ran away, with her bit about “we don’t make anything from the band so you have to pay the cover.” Here are my notes as a manager:

Inform your guests there will be a cover. ***When we arrived at 8:45 the hostess greeted us. Never said a word about a band or cover at 9:30. Am I opposed to paying $5? Not if I am made aware of it and want to partake.

Don’t bully customers who are already spending money. *** Our group was enjoying the bar and drinks; they lost 2nd rounds on about half our group because of their lack of patience.

Always think from the guest perspective. *** We had just arrived and felt kicked out. The timing was ridiculous; they wanted their nearly full bar to pay a cover while we were already customers inside? It was comical, really.

Don’t most places waive cover if you’re already dining? *** I work at a resort and actually heard from two guests that dinned there that same night how they thought it was so rude to request $5 per person after they had spent $100 on drinks and dinner! (They left as well, I add).

Will not be recommending this place any longer. Truly disappointed in the lack of customer awareness, and hope they can better manage their events.