Merchants Grill — Restaurant in City of Rochester

Lack of organization would be my biggest complaint. Upon entering and seating myself at a booth I and my companion patiently waited for our waitress Karen to make her way over which never happened. So I decided to go on up to the bar and order the boneless wing platter. He quickly tells me to go back to my table and wait for Karen. Ok??? Now I'm back at the table still no service. So I finally flag down Karen who is totally oblivious to the fact that we haven't been helped. She says oh well I saw you go to the bar so I thought you were being helped. Whatever... So I ask for the boneless platter and before I can finish my sentence she cut me off and says we don't have platters. At this point I'm feeling like twilight zone. I had to show her on her own menu the boneless platter. I'm ready to just say forget it and leave at this point. She tried to patch it up by being super nice but the damage was done. To top it all off they charge extra two dollars for garlic parm wing sauce that the wings are tossed in and it doesn't say it on the online menu. The catch is when you look at the physical menu it says otherwise. I stopped coming here awhile ago because of the bad energy coming from staff and I see things haven't changed much. The wings were overcooked and the only good thing I can say is they have I good variety of sport events on the different screens throughout the...

There is a guy that cooks there and has been there for almost 15 years. I think. He is fantastic! So much more than a cook/chef. I had a terrible experience with the female manager and he totally took care of it for me. I ordered a margarita and for some reason... it was sweet. I told the manager that I wanted to leave and told her about the drink and asked her if she still wanted me to pay for it. The manager said "yes or don't ever come back here again"...like I would just walk out or something. I could not believe it! She was incredibly rude!! I was trying to be courteous and give her an opportunity to make it right...remake the drink OR SOMETHING. Maybe something like...sorry...but yeah, you have to pay for it. I even approached her a second time, trying to pay and she told me I was being rude. I do not know what this woman was on, but she was a total B. I couldn't even get cashed out. I waited and waited to pay and then, finally, I approached the cook/chef since I had talked to him socially on other visits. I told him what happened and he totally took care of it. I didn't even want a refund and he gave me a drink chip anyway. Good guy. That manager needs some serious customer service training. I've never been treated like...

Love Merchants BUT the past 3x we have been there the food has been not the best. We have been regulars at Merchants for many years, but have noticed in the past few months that the food and kitchen have gone downhill. The service is still the bomb.....AWESOME bartenders and waitstaff!!!!.but our normal go to menu items have seemed to "change" and seem frozen, cheap, and just NOT the standard that Merchants used to be. Not sure what is going on....but hope they can fix it or figure it out. We were visiting on a Friday night, and normally in the past the place would be PACKED....it was QUIET and almost seemed like a week day crowd. Makes me wonder if regular customers have been figuring out the food has gone DOWNHILL. Love my Merchants but probs won't return...