Burntwood Tavern — Restaurant in Brecksville

Go to a different location!!! Have been to several Burntwood locations and have always enjoyed our visits EXCEPT for this location! Brecksville happens to be closest to our house, but I don't think we will be back to this location. This is the third time we have left dissatisfied. The food has always been wonderful, however, the staff at this location needs some extra training in customer service! Go to Solon, Fairlawn or Chagrin Falls if you want to be treated decently. First time at this location there was six of us for dinner. 4 of us ordered the prime rib special. 3 out of 4 were perfect. The 4th was way overcooked (even though it was ordered med rare) and had so much fat and grissel that there was barely enough meat to warrant the $32 or so that was being charged. When a complaint was made to the manager, we were told that the fat is what gives it the flavor and that is how prime rib is. When we pointed out the 3 other beautiful prime rib entree's he just shrugged his shoulders and said that's how it is. The next time we were there it was just my husband and I. The place was busy and there was a party upstairs. We were seated along the walkway to the stairs. The staff was way more focused on the party than the rest of the guests. Apparently more guests than expected showed up, because the staff started carrying chairs up to the party, at which time someone bumped my entire shoulder and side with one of the chairs being carried, hard enough that it hurt. The guy looked back at me and kept going! Didn't come back to see if I was ok, applogize, nothing. My husband mentioned this to our server, her response was "oh he did?" She didn't even look at me, and carried on with her work. My husband waved down the manager who did apologize...."oh, I'm sorry, but we are extremely busy and have this big party going on". Are you kidding me?!?!?!? Last night, we tried one more time, it was a Saturday night, but we were going pretty early so we didn't think reservations were needed. 4 of us arrived just before 5pm. We were told there was a 20 to 30 minute wait, which was no big deal. We mentioned to them that one of our party members was handicapped and couldn't dine upstairs or at a high top. About 10 minutes later, they tried to seat us in the bar, 4 or 5 steps down, which our friend managed. All of the tables were high tops, which he cannot comfortably sit at for any length of time, so back upstairs we went to wait again. The bar had several empty tables. We sat and watched three teenagers at the host station as the 2 girls played with their hair and flirted with their male counterpart. We sat there for a good 45 minutes as we watched them seat several "walk-in" couples in the dinning room while we waited for a table for 4. Logic would tell most, that if you have 4 waiting for a table in the dinning room and several couples walking in, that you could seat some couples in the bar at the high tops and push two smaller tables together in order to seat those who had been waiting for quite some time. It was odd that they asked some people if they wanted to sit in the bar and others they just sat wherever. We were the only people waiting the entire time we were there. When we asked if there might be a table open soon the two young women looked at each other as if we were speaking Greek and the young man shrugged his shoulders and mumbled something as he walked to the dinning room, just to come back to say he didn't know. All three teenagers looked horrified as I called another nearby restaurant, asked for them to put our names on the list and we left. We ended up having a delicious steak dinner at another local restaurant, Harry's in...

Was unable to write a follow up review, so editing my previous 1 star review. Shane, who responded to the original review, addressed our concerns and gave us vouchers. We did return recently, and our server was friendly, attentive, and just wonderful! The food was fantastic! I was advised there had been a changeover of staff, and I think this has really helped. We will all return!

What was meant to be a new years eve celebration with friends, ended up a complete disaster. We made a reservation, and arrived in time to be seated. We were told they didn't have my reservation. They then magically found it when I offered to pull up the reservation on my phone. We were seated and told food would take a while as it was very busy. That would be fine with us, and expected, except the place was not busy at all. We then sat, ignored for 25 minutes. People arrived after us and were offered menus and drinks. Eventually, someone came over to us and said, "you can't sit there, you have to see the host". We told her the host is who sat us there. She of course did not believe us and went to check. 40 minutes after arriving we were finally offered and brought drinks. People who arrived after us were almost done eating their food at this point. Once we actually managed to order food and the appetizers came, we opened up our cutlery from the napkins and all 5 sets were dirty. Not just a little, but they all had food stuck to them. So, we requested new cutlery, which we waited for whilst our apps got cold. The wrong drink was brought over for one of our party, and the manager came over, and we showed him the two drinks that were meant to be the same, and one was clearly not this particular drink that was ordered, and for some bizarre reason, he took away both drinks... and returned with just one. So now one of our party is without their drink, and the other finally had the correct drink. When our meals came out, one of our party ordered the beef dip. No dip (gravy) came out. It was just a beef roll. So, again we waited on that to be corrected. We spoke to the manager to find out why so much was going wrong but he wasn't interested and sent the waitress over instead who just apologized and said it was because they were so busy. Again, they were not busy at all. Which did surprise us, being NYE. She then told us three chefs had walked out that day. Unsure how that affected the cutlery and the drinks but here we are. Another of the meals was inedible as the vegetables had been covered with chilli flakes. And I mean COVERED. No idea if accident or deliberate at this point. Someone else in the party shared his meal with her instead. We explained the issue with the vegetables, but after waiting 20 minutes for new ones, we gave up. We also requested mayonnaise for one of the dishes, that never came. The waitress explained this one by saying "oh yeah, I asked for that and they didn't give me any soooo".

We have eaten at the Solon and Cuyahoga locations and have nothing but good things to say, however, avoid this location. Everyone from the host to the manager (Kevin) were very rude and unprofessional at this Brecksville...

I visited this establishment on 03/09 with my co workers. I was excited to have a ladies night! We went for happy hour and I was impressed. The drink and food options were good quality and priced just right. I also enjoyed the atmosphere at the Brecksville location, Its very cozy and quant. The reason for the 1 star is the customer service. A few days after I was there I checked my bank account and noticed that I was charged $5 more than I tipped. I found my receipt and confirmed I was correct. I called the restaurant on 03/15 and spoke with Chris who said he was a manager. He said he would look into it and would get back to me. He also mentioned that the General Manager, Nick would be there that day for a meeting so he would inform him of the situation. I never heard from anyone so I called back on 03/21 and spoke with Nick the General Manager. I told him I was checking on my refund and he stated he was not informed of this situation. He informed me he would look into it and call me back. Again I never heard from anyone so I called back on 03/23 and spoke with the Manager, Chris. Chris said, " Well let me talk to the General Manager and we will see if we can refund your money". I replied, "What do you mean SEE IF you can refund my money, you will refund my money". I explained to him that this was my third time calling and that its been over a week now. Chris did not seem to care and brushed me off. I never heard from anyone after that so I called back on 03/24 and spoke with the General Manager, Nick again. He told me the refund was processed that morning. I thanked him and expressed how frustrated I was with this whole situation. I first told him that throughout all my phone calls that I made( no one ever called me) no one ever apologized to me. Wouldn't you think that would be the first thing to say to a customer. I told him I loved the restaurant but after the way I was treated through out this process it makes me not want to come back. At the point I finally got an "I'm Sorry". Nick also told me he would mail me a gift certificate for my troubles. He took my information and I thanked him. When 04/24 came around and no gift certificate ever came I called back. I got The General Manager, Nick on the phone. I explained my story and asked if he remembered. He said that he did and that he didn't know why I never got the gift card. He said he would mail it out again. Well here it is 05/21 and NO GIFT CARD!!!!! I really hope that Nick's manager sees this post because this is not customer service!!!! And I would really appreciate the gift card I was promised.

I would like to update my review to say that I responded to Nick's message and called him on 5/24. He sincerely apologized and took my contact info again so he could mail me a gift certificate and a days later I received it. Thank you Nick! I look forward to returning to your restaurant and trying...