Fleming’s Prime Steakhouse & Wine Bar — Restaurant in Brookfield

Me and a friend of mine decided to treat ourselves to some delicious steak and went there for a dinner, knowing that it's a rather expensive place, yet expecting the food to be worth it. When we walked in, place was very nice and the atmosphere was just what one would expect from a nicer restaurant like this one. However, unfortunately, we walked out with mostly negative thoughts and are likely to not come back and to not recommend it to others. For starters (no pun intended), when we ordered an old fashioned cocktail, it was way too strong and not sweet enough, so we had to get a new one. The one the server brought the second time tasted much more like an old fashioned. This would have been just a minor issue had it been the only one, but it was unfortunately one of a few things that went wrong when we visited. After ordering prime rib steak with lobster tail side (something that my friend ordered also), they brought two different portions of lobster meat. The portion that I received had quite significantly more meat in it than the one my friend received, and it was very visible. In fact, when we brought it to the attention of our server, he smirked and found it almost funny that my friend's portion was visibly much less than the portion I had. He told us that he will go and get a manager. I manage in the food industry, and knowing how important the customer's opinion is, I was almost certain that the manager would apologize for kitchen's (very visible) mistake and bring my friend a new portion of lobster tail. I regret to report that it was quite the opposite of what the manager decided to do. She instead began telling us, almost sounding like a politician, that all lobster tails have the same amount of meat in them and that it couldn't be that we had two different portions. My friend pointed at his plate and made a confused gesture, as to tell her "well where is it then?" And she again just repeated the same line and made no attempt to make sure we are satisfied with the rather expensive meal we decided to order. We both were kind of shocked at that response but decided not to make a scene and just took the high road and told her 'thanks' and proceeded to eating our food. Steak tasted very delicious and so did the lobster meat, however when I told my friend about how good it tasted, his reply was "I wouldn't know since I didn't get much of it." He had a point. Lastly, when we got our check, we told the server to take the cash and then cover the rest of the amount with the credit card. When he brought back the card with the receipt to sign, I noticed that he took the cash and also charged the full amount to the credit card, essentially charging us almost double of what we had to pay. Then it took us about 8-10 min of waiting there before anyone came up and asked if everything was ok. When we told about the mistake, sever started blaming the "stupid computers" and told us that he will be right back. He did fix the issue, but the damage had already been done. Now, majority of the crowd that was eating there when we visited was an older crowd, dressed in suits and nice dresses. Me and my friend are in our 20s and we were dressed much more casually, and it would be naive of me not to think that it played a part in why we were treated the way we were. We left there not even discussing how amazing the steak tasted (and it was great by the way!) but discussing the borderline pathetic service we received for paying as much as we did. Again, as a manager in the food industry, I was shocked at how our concerns were handled, and we definitely will be going to other places from now on instead. Hopefully this will help the restaurant address these mistakes and help anyone who considers going there realize what they may be getting themselves into. Thanks...

I have been to Flemings many times and the last few dining experiences have made our visits less frequent. The prices have gone up significantly, especially for steak. And the steak is usually good but not outstanding and for the price, probably not worth it. Our last dining experience left a very sour taste in my mouth. We were seated immediately after arriving and our server took our drink orders. When she arrived with our bottle of sparkling water, I asked if we could get some bread and butter on the table. The server explained that Flemings has a new policy where they do not serve bread and butter prior to the food order being placed. Not that this should matter, but we were dressed very nice and we had made reservations to dine. I wanted to enjoy a non-rushed dining experience but we were both quite hungry and then felt rushed to select an entree and place an order. We were promised that the bread and butter would be brought to our table immediately after we ordered our entrees. We waited for about 15 minutes prior to our server coming back to our table to take our order. We were one of 3 small (3 or 4 person) tables in the restaurant at that time and there were many staff standing around the kitchen area. We finally got our order in and were expecting the bread and butter. We waited for over 15 minutes before my husband went to the hostess to request our server at our table. When she did come back, we asked about the bread and she said that someone else was supposed to bring it and she would ask him about it and have it brought out immediately. That turned us off even more. She took no accountability for it and chose to throw another server under the bus for the error. Honestly, I have never cared so much about bread and butter and don't often eat it, but we were both hungry for that instead of an appetizer and looking forward to that as part of our experience. The bread was brought out more than 20 minutes after we ordered our entrees. Our food was brough out about 4 minutes after the bread and butter- not real good timing. I had the lobster which was good but tough and somewhat small. My husband had steak which was good but very unusually fatty. While we were trying to eat, the manager came to our table regarding the bread and our needing to ask for our server. She explained the policy about no longer serving bread before food was ordered. I told her that many restaurants, of what could be considered lower quality, bring bread or chips and salsa to the tables almost immediately after seating. I did not understand why a restaurant that charges such high prices for a la cart dining would have to withhold the bread and butter until an order is placed and to do so specifically when a guest has asked for the bread and butter and put in a drink order. She apologized and offered us a free desert. It really did not make up for anything because this seemed really really cheap to me and we thought it was very strange and it degraded what was to be a high quality dining experience. Flemings has a nice atmosphere but service and menu prices are too high for the service and quality of food. I believe this to be the case from the last few experiences we have had at this restaurant. It's really a shame because I used to absolutely...

My dining experience at Fleming's in Brookfield this past Saturday was a mix of excellent service and extremely disappointing execution on the main course.

The Positive (Service): The one shining aspect of our evening was the customer service. Our server and the entire staff were attentive, professional, and genuinely pleasant. They created a welcoming atmosphere, which is what we expect from a high-end establishment.

The Major Disappointment (Food Quality): The primary reason for our visit was the steak, and unfortunately, this is where the evening fell apart. I ordered the Cowboy Steak (at a price point of $118), and it arrived noticeably burnt and heavily overcooked. For a prime steakhouse, especially given the significant cost of the cut, receiving a ruined steak is simply unacceptable. The quality of the cooking did not match the premium price tag.

Management Resolution: We brought the issue to management’s attention, and they were very polite and apologetic, offering a complimentary slice of cheesecake. While we appreciated the gesture and the staff's desire to make things right, a complimentary dessert does not compensate for the extreme disappointment of having the centerpiece of an expensive meal completely ruined. We left feeling very frustrated that our high-cost dinner ended with such a major culinary failure.

Conclusion: While Fleming’s delivers on top-tier service, the most critical element, the cowboy steak was severely lacking in quality control. When a signature $118 steak is served burnt, it significantly undermines the value and the reputation of a fine dining steakhouse. I was very disappointed and would hesitate to return given this experience.

Updated Review: Excellent Service Recovery! The Definition of Professionalism

I am updating my previous review to reflect the outstanding service recovery provided by Fleming's management team.

The Initial Issue: My wife and I recently visited for a date night, following a great experience there for my son’s birthday. Unfortunately, our Tomahawk Steak was severely overcooked/burnt, which was highly disappointing given the cost. I left an honest, detailed review online.

The Swift Recovery: Within two hours of posting my initial feedback, management reached out via email to address the issue. They called me the following day to personally apologize for the ruined steak and stated that the quality was simply unacceptable. To make things right, they invited us back for a complimentary Tomahawk Steak.

Special Shout-out to Cheng Xae, Operating Partner:

I want to give a special shout-out to Cheng Xae, the Operating Partner, who personally handled this issue with exceptional professionalism and care. In a time when customer service can often feel lacking, his swift, decisive action and commitment to customer satisfaction were truly commendable.

This is the definition of high-end service. Mistakes happen, but it’s how you recover that defines your business. Cheng Xae and the Fleming's team turned a major disappointment into a success story. They’ve earned back my trust and my loyalty.

Moral of the Story: Customer Service and Professionalism are everything. I will absolutely be coming back and spending my money here. Thank you for...