Firebirds Wood Fired Grill — Restaurant in Bartlett

This is how I experienced Firebirds. My second time visiting the restaurant since we moved here (2018).

We had a reservation for dinner on Sunday night and were excited to visit. Although there were plenty of open tables, we were seated right next to a large 17-top birthday party. While we were open to the lively atmosphere, it quickly became uncomfortable as the party grew (to beyond the table size) and more and more guests gathered around our table.

I said something to the Hostess (who may have been a FOTH team leader). To the restaurant’s credit, the hostess was responsive when we offered to move, and we were relocated to a more comfortable spot. However, the service did not improve much after that. We experienced a delay in drink refills and in receiving our initial bread service (it came well after the food when it was requested during the drink order).

It was noticeable that several servers (about 8 plus the manager) were congregated at the expo window, seemingly without a clear plan to manage the flow of service (they were not communicating a plan rather it appeared they were staring at the restaurant waiting for a table in their section). This lack of coordination affected both our table and others nearby.

Our salads, while decent, were similar to what you might find at a chain restaurant like Panera, and did not stand out as exceptional. On a positive note, our server was friendly and attentive despite being (likely) overwhelmed by the busy service to the big top.

Recommendations for Improvement: Table Management: It would be helpful if the restaurant had a plan for seating large parties and ensuring that all tables are adequately prepared with essentials like bread and water, especially during busy times.

Staff Coordination: Improving coordination among servers and management will prevent delays in service. Ensuring that all staff are actively engaged in serving guests rather than congregating at one spot would enhance the dining experience. Have the team blitz the dining room and fill drinks, refresh bread, and pre-bus tables.

Food Quality: While the salads were fine, offering more distinctive and high-quality options could elevate the dining experience and set the restaurant apart from chain establishments.

Customer Experience: Proactively checking in with guests, especially when a table is moved or if there are delays, can help mitigate any discomfort and improve overall satisfaction. We did not see the manager actively moving through the dining room. The front of the house managers should be "visible."

We appreciate the effort of the hostess and our server but hope these suggestions can help improve the experience for...

[Review from December 2021 that never got posted for some reason] Our experience was so bad we laugh about it whenever we drive by. Because I used to work in restaurants I feel like I can never complain because I know how hard serving is. If something is wrong here, though, say something or you'll be slid to the bottom of your server's priority list or straight-up ignored/forgotten.

The hostess was SO MEAN, we were a 3-top at 2:00pm on a Friday, she rolled her eyes at us before we'd spoken, it was instant.

I guess you have to ask for bread? Looked like everyone got it but we never did, didn't see it on the menu. Mystery bread. Or maybe I just can't read, idk.

We were seated next to a table full of dirty dishes and it was there when we left 2 hours later. Yummy. I guess the servers don't bus their own tables here.

Our drinks were wrong (which happens) and not once refilled (girl). Server commented that our glasses were empty, we said yes refills would be lovely. Never happened.

We had 2 utensil rolls for a 3-top. When our steaks were served we asked for a 3rd roll of utensils because steak is not finger food y'know. Fries had clearly been made first and died under the heat lamp (dry on top, oily on bottom, super limp and stale-tasting, but technically hot!). Server took 13 minutes to get utensils. We had to ask twice. Two of us ended up sharing one fork so I could get to my steak while it was warm.

When we got the cheque, there was no pen to sign and leave a tip. We tried to flag someone down, but two separate servers made eye contact with us and immediately averted their eyes and turned around to pretend they hadn't seen us. We were literally trying to leave a tip after all of that but nobody would help us, so we paid in cash with exact change and left. Hands down the wooooorst service any of us have experienced before or since, which is weird because 1) we'd all heard good things, 2) we came in with a friendly attitude and never once complained, it was just 3 of us with no special requests.

But yeah, I got stale fries, ate steak with my friend's fork, and had nothing to drink and could not get a pen to tip/pay with.

3 stars because BOH nailed the steak, it...

Yesterday was my birthday so I made a reservation at 715 but I wanted to go earlier so I called and added my name to the waitlist as well. I also recieved a text at 630pm that said my table was ready so I arrived about 640pm. When I arrived I explained everything and they said I received the text by mistake and they called for the manager (black female, short with long eyelashes) who came out with a rude disposition on her face and we had to wait an additional 20 minutes.

After sitting down, I explained to the waiter that it was my birthday because he asked the occasion. I explained what I wanted and he said he would tell the chef (well done steak). My food was wrong and I ended up sending it back twice (rare and medium rare). I was told the manager would bring my food but she did not bring it either time. I finally order something different to go because everyone else had finished their food. While waiting I ordered a desert to share for my birthday. The desert came and we finished it but still no togo food. Finally at 30 minutes, my party got up and complained to the waiter, then 10 minutes later the same female manager brought me a togo bag and said nothing. I asked her for the ticket and she brought it back without apologizing and took off the appetizer but not the mea and told me to pay the waiter, because I was going to pay her. This was insulting. I checked my Togo food and found that it was not good either (medium rare and mostly fat) so I had to tell her to take it off and keep the food. My party then complained to her that it was my birthday and she had no empathy for their mistakes. She then brought the ticket back and removed the meal and provided a gift card.

The manager needs to learn good customer service and understand that we are PAYING customers. Her rude behavior was tasteless and ruined my birthday but WHY?? We should've had to tell her how to be nice and...