Urban Cookhouse — Restaurant in Cullman

We have eaten here countless times and never had an issue. I have previously rated them at 5 stars across the board. Today's visit was SO bad my husband demanded I write this. The woman who waited on him for a to-go order seemed dazed and confused. After 30 minutes, and seeing multiple orders go out for people who came in after him, he asked where his order was. She said they were working on it. They were very busy, so he continued to wait. 10 minutes later, he saw her put a sheet of paper up for the cooks, and she called in our order (our order was easy to recognize). He said "ma'am. Are you telling me you are just placing my order?" She turned her back to him and ignored him. Because they were slammed and he could see the guys in the kitchen busting their butts, he waited another 10 minutes and said "If my order isn't done shortly, I'm going to need a refund. I've got places to be" Mind you, we are now up to 50 minutes standing. Shortly after that, the order was called and was sitting to be picked up. Dazed & confused did not pick it up and give it to him; she chose to instead get a dine-in order ready for 4 people who had been there about 15 minutes. My husband finally said, very loudly, "please get my order; its ready. And I want my tip back." Dazed and confused totally ignored him, and another lady came and got his order and gave it to him. She was very nice and apologized for his wait. He said he would never leave a tip BEFORE service at this restaurant again. Their food isn't cheap to begin with, but we have always found it to be fresh and the order correct, so we always leave a 30% tip. That won't be left in advance any longer, that's for sure. Really, restaurants need to pay attention when 1 quesadilla is over $20 (Over $30 with the tip) and this happens. It's understandable when restaurants are crowded, but staff rudeness is...

The place was overall clean and looked nice.

The service is warm and swift. When we visited the staff was visibly uneasy with something or preoccupied by some personal issues but it only affected the atmosphere, not the quality of service itself.

The food was decent and overall good. Loved the soup of the day (tomato and basil cream soup, AFAIK), it was thick and tasty.

Fresh vegetables in the salad were a bit too watery and lacking their natural taste: a higher quality grocery store or a lower quality farmers market kind. The dressing helped, but couldn't fix the issue completely.

The grilled chicken was good. The ham was also nicely finished.

The penne pasta in the variation of mac and cheese was overcooked or was cooked hours in advance, and the cheese tasted wrong to me.

Overall a good food, all the complaints are to show the room for...

First time trying this place. It was decent but a little pricey. Presentation was lovely. I got the veggie quesadilla and added grilled chicken. It was good, but I didn't like the carrots or broccoli on it. I like carrots and broccoli but not on a quesadilla lol. It was quite different, but it was good, just wasn't for me. The customer service was really good, she was very friendly and professional, however I stood there for a minute before I finally had to say "excuse me" to get her attention. She was turned around chatting with her coworker in the kitchen and didn't see me. He saw me though and didn't even bother to say "hey you have a customer". Not a huge deal though, just need to be more mindful. Other than that it was overall a good experience and I will be back to try...