Our recent visit to this restaurant was an utter disappointment. I would give it zero stars if I could. Specific incidents where the restaurant fell short are:

-- When we were served our drinks, the server placed a drink on my side plate (yes on the ceramic itself). I do not expect a drink to be placed on a plate I'm going to eat off, as I don't know what was in contact with the bottom of the glass. -- Our server was scarcely around. Another server needed to bring us more salsa and chips (which lets you know that we were waiting for a long while for our food to arrive). Our server was also not there to refill our water. I had a difficult time finding him to flag him down for anything. -- The pen I was given to sign my bill was broken -- not cracked but broken (there were pieces of the plastic casing that were missing). Where I would hold the pen, a sharp piece of plastic would have poked my hand. I do not expect fancy pens, but I do expect those that are provided to sign bills are in good working condition that will not cause injury if reasonably used -- not the case here. -- A charge listed as "non-cash charge" was added to my bill. I wanted the server to explain the additional charge, but he was no where to be seen. In the end I just paid and left as we had been there for so long.

I usually don't post a negative review if the establishment does take measures to correct the issue. I wanted to email the restaurant, but their website did not provide an email address. I found an email address in response to customer reviews here, and reached out to customer relations outlining my issues. It is one thing to get poor service, but quite another when communications with the restaurant customer relations are just as indifferent. Below is the response I got:

"Good Evening Sr. I appreciate your taking the time to leave us a review on private directly instead of online. Your feed back is the best tool we have to improve and I personally appreciate it. I read you whole email and I will be working personally today with the GM for this location to solve every item you mentioned. I don’t want to make excuses for your bad service only do my best to fix it. We had to hire new people at that location and it was probably our lack of training what lead to this result. Please come back in the future to see that we take everything to hearth and try to fix it. Thank you"

Usually when a restaurant admits to falling short of their standards, they try to make amends by either providing discounts on future visits or reimbursing a portion of the bill. Neither of that happened here (and seems unlikely that it will since it has been a few days). I can only conclude that they REALLY don't care. I'm glad there are other restaurants in Beachwood as I will not be visiting this one again.