Bonefish Grill — Restaurant in Brookfield

Extremely disappointed by the service.

Our recent visit to Bonefish Grill in Brookfield began on a disappointing note and, unfortunately, was marked by inconsistent service throughout the evening.

Upon arriving at the restaurant, we informed the hostess that we were meeting someone who was already seated. Rather than offering to help locate our party, she replied, “I don’t know where they sat down, but you can go and find them.” This lack of effort and professionalism was surprising and felt incredibly dismissive, especially considering it is a basic part of the hostess role to assist guests in finding their table. It immediately set a sour tone for the evening.

Our server, Nicholas B., did little to improve the experience. While taking our order, he abruptly grabbed the menus from our hands before we had even finished speaking. After placing our order, Nicholas never returned to inform us of any wait times or to check on us at all. When we asked for items or had questions, he would quickly walk off, leaving us feeling rushed and dismissed. His demeanor came off as condescending and inattentive.

What made the experience more frustrating was the fact that the restaurant was nearly empty, with only about four tables occupied, yet it still took over an hour for our food to arrive. There was no explanation, no apology, and no update at any point during that wait.

When we finally addressed our concerns with Nicholas directly, he scoffed and behaved as though we were in the wrong for saying anything. Thankfully, after this conversation, he did become more attentive. We appreciated the improvement, although it felt a bit too late.

Oddly enough, another server who wasn’t even assigned to our table showed far more initiative, checking on us and offering support when Nicholas did not. His professionalism and kindness were the highlight of an otherwise underwhelming evening.

The food itself was good, and the ambiance was pleasant, but the service left much to be desired. With such a light crowd, there was no reason for the delays or the dismissive behavior. I hope management takes this feedback seriously, as the customer experience should never feel like an afterthought, especially when it could be so easily improved with basic attentiveness and courtesy.

Unfortunately, due to the overall poor experience, we will not be returning to this...

The food was outstanding- who ever is running it is doing it right, 5 stars. Sadly the service was absolutely terrible. We had a reservation for 2 at 6:30 tonight. We waited 15 minutes after checking in before we were seated. We were sat, table was clean, the waitress came about 10 minutes after, said hi I'll be right with you and came back 10 minutes later. We gave our drink, app, and dinner order all at once. She said she'll be right back with the drinks, water, and some bread. 45 minutes pass and she comes back to say "I'm so sorry I'll check on your drinks and bread." At this point we still don't even have water!!! Mean while every table around us was getting their food and drinks. What the heck. We waited an hour to get our drinks and water. My husband got the smoke old fashioned, she brought it to the table and the glass holding the smoke tipped over and left it there. Finally our appetizer and drinks came. While we're eating our appetizer, the waiter to the table next to us comes and takes 2 of our appetizer plates and puts them on the table for his guests who's eyes I thought were going to pop out of their heads. Who where sat at a dirty table because the host thought a table was ready that was still occupied. Our food comes and is delivered by a food runner who was incredibly nice. Our waitress comes back saying she is sorry For the wait, goes on to tell us how she completely forgot about us and that she had 9 other tables and that the restaurant is understaffed. It was incredibly apparent that all of her other tables were having the same experience. Then said she'd comp dessert For us. She was completely frazzled, took our card for payment and came back asking if we paid......15 minutes earlier she had taken the card and now had no idea where it went. Mean while, the older couple next to us has a young man- short blonde hair with glasses, who made the old lady cocktail sauce even though it wasn't on the menu.....she was so touched, he really made their night. I didn't mean for this to get so long, but good god was it a terrbile experience. This was my and my husbands first date since our wedding and not at all how we thought our special night was going to go. We should have gotten...

The food was not what I expected. I ordered the steak and crab cake pairing. I asked for a medium well steak which was well done and tough. The crab cake was over cooked, falling apart and crumbled When i asked the waitress about the steak, she replied that a medium well steak had no pink. And a well done steak was cooked hard. She did not offer to have it re-cooked nor an apology. Several times throughout the duration, our party noticed when she did something we didn't like or inquired about, she went to the manager to plead her case in the event we asked for the manager. The service was horrible!!!! We had a reservation for a party of 6 on July 10th under Cobb to celebrate her birthday. Our waitress was informed that it was a birthday celebration in which she dryly replied "ok". She very rude when talking to her she was short, unattractive and whipped off mid sentence. When ordering drinks (aside from happy hour) we were told we had to drink all of our current drink before putting in an order for another round. Before orders were put in ,she was informed that we would only have 5 attending and would like separate checks and when We asked for the separate checks at the end, she told us that she had already put our order in as one and the action could not be undone. So we obliged. At the end of our meal, we were not asked if we wanted dessert nor did she acknowledge the birthday individual with a birthday treat w/candle. When we tried to speak to her about it, before writing a review or speaking with the Manger, she gave an excuse for her bad behavior. Finally we asked for the manager (around 815p) we noticed she talked to the manager once again pleading her case in which the manager did not come to talk to us so we left. We went outside the establishment for about 20 minutes and the manager still did not come. This was the worse experience ever and our time spent celebrating our friends birthday was ruined. On July 11, I called the restaurant to speak with the manager and was put on hold.

Review update as of 7/23. My concerns were met by the manager and DA manager. Both were very sincere in words and actions that exceeded our...