BrewDog Cleveland Outpost — Restaurant in Cleveland

I had a really disappointing experience here on 5/3/2025. I made a large reservation for 19 people for my 30th birthday over a month ago. I showed up a few minutes before the reservation and the host brought us to over to 3 booths that were back to back. He asked if this was okay and I disappointed because I have been here for large reservations before and those accommodations have been either two of the long high tops in a row or one of the long high tops and one of the lounge areas. Having 3 booths with tall separators between them doesn’t seem like a group of 19, it seems like 3 individual parties. So I asked the host if there were any other options and he said no, they are booked. By now my friends started showing up and I explained the seating situation and they weren’t happy with it either. My friend went back up to the host and she was able to have us moved into two of the three empty lounges that they said had reservations coming. Shortly after, the group at the high top across from one of our lounge areas left. I asked if we could use that space and give up the 2nd lounge area and was told no, there is another reservation coming. The other reservation didn’t show up for over an hour after the first group left. I asked the server if we could get some extra chairs because there wasn’t enough seating for all of us and he said he would ask the manager where he could pull them from. So the manager comes over and asks what is going on. I explained we didn’t have enough seating and wanted some extra chairs. He immediately says, well that is why we sat you over in the booths but you didn’t want that. I calmly explained that having 3 separate booths didn’t seem like one large reservation, to which he responds, well you didn’t specify in the notes that you wanted to be seated together. I said I didn’t know asking to be seated together was a requirement, it seems like you guys should have called to me ask me that. I mean who makes a reservation and doesn’t care if the group sits together???? So I said, well regardless, could we get a couple extra chairs and he eventually pulled over two more chairs from the third empty lounge and said we could have them until the other reservation showed up. I was extremely disappointed with the entire situation and how difficult it was get some extra chairs. I made the reservation over a month in advance, if they couldn’t accommodate it, that would have been fine, but they shouldn’t have let me book it. Or they shouldn’t have let the other large reservations that came after me book theirs! I don’t understand why one reservation is more important than another. They also had a wedding they were serving in the lower area so I know they were busy, but again, then just say you can’t accommodate the large reservation that night. Also, an apology from the manager would have gone a long way. It’s not like I was being a ‘Karen’ and making a scene and being rude to the staff.

As a side note, our server was excellent and handled all the orders for...

I waited at the stand for what seemed like for ever when a young man appeared we wasn’t sure if he worked their or not because he came from the kitchen another woman with black hair and tattoos seemed to refuse to help us a tall man with colored hair and tattoos helped get us seated and with the exception to that he was extremely warm hearted more than anything I mean overly nice we tried to tip him for seating us he refused to take our money which was a hundred dollar bill this young man was stating he wanted to become manager and with that after asking him I told him I wished he were with him amazingly nice this young man man was he finished up talking to us and then stated he probably should get back to washing the dishes this was one of the most positivities within the atmosphere and even though he ended up up stating that he doesn’t believe they would raise him to management I COMPLETELY BELIEVE HE DESERVES IT his willingness to help us overly amazing as been coming a few times were seem this young man never interacted with him but he was always on the go speaking to him yesterday he seemed down after hearing what seemed like someone doesn’t want him advancing to management I don’t think I’ll come back after yesterday it actually spoiled our entire mood to hear that because well we’d only came back to have seen him working I mean he’s done it all I have photos of him working but by complete accident I mean the guy can move trash dishes cooking sweeping serving he’s a awesome young man to whom ever he was I can’t remember his name it’s kind of hard to pronounce but his VIBR WAS THE BEDT EXPERIENCE about the place especially after our very first time we came we weren’t greeted until that young man walked from out the swinging doors and with that being said he came out swinging with happiness and joy dude you rock personally your hard work was noticed by me and my family buddy never stop striving towards your goals!!!!! Only rated a few stars because of the young man telling us yesterday he doesn’t believe he’ll be promoted at when we spoke days ago he had a light yesterday it was as if someone put it over the young man and shame on who’s ever responsible he’s a SUPERSTAR IN MY FAMILY EYES!!! You...

Remarkably terrible customer service. Manager (working Sunday brunch shift) was weirdly confrontational and made us really uncomfortable. We had bought tickets for a ticketed event at BrewDog and the hostess informed us that it did not come with a table reservation (lol?). She acted completely inconvenienced when we asked for a table and told us we would "need to be out by 1:00".

We sat down and the manager came over and demanded to see the tickets we had bought. I have no idea why he came over, I had not asked to speak to a manager and we were just sitting down looking at the menu. He proceeded to tell me that what we had paid for was a "good deal" and that I was obviously wrong about the tickets. Again, I had not asked to speak to a manager, this was purely him coming over to be confrontational with a seated customer - he did not apologize for any confusion, or attempt to understand what I had asked the hostess about (which was just why a ticketed event would not come with a table reservation).

Our entire table was confused and uncomfortable by the confrontational behavior from the manager. From that point, we proceeded to have a subpar meal experience. The server told us coffee was really inconvenient to make (... it was brunch?). One of us ordered a dish with eggs and the eggs came out a full 15 minutes after the rest of his meal (which had come out 15 minutes after the rest of our meals).

The lack of basic service training or any semblance of concern for the customer experience was mind blowing enough to me that I felt compelled to write a restaurant review for the first time in my life. Hostess and manager were rude, acted inconvenienced by a basic question, aggressively defensive, and never once offered a simple apology for any miscommunication or misunderstanding. Will never step foot in this...