IVY Kitchen + Cocktails — Restaurant in Detroit

My family and I attended Ivys for Mother’s Day yesterday and it was by far the worst customer service ive ever had. Ive been a server myself for 8+ years with experience in hospitality so hopefully you guys can learn something from this post. We had reservations for 4pm and our table was not ready when we arrived, they had us wait outside for 15 minutes which was the first red flag… didn’t give us the option to stand at the bar. We got sat at our table with no menus, no silverware or linen or coasters like the table next to us..managers and even a hostess came to us asking if we had been helped in which we told them no and nothing changed still.. we waited 15 minutes before a server came to our table in which she started with “what can I get you guys to drink” didn’t introduce herself, didn’t ask us if we had been here before and was not socially aware at all, we had to literally tell the girl we had no menus she wasn’t even looking at our table, didn’t come over with waters, nothing. But it made sense later because they put auto gratuity of 20% on all the bills then she proceeds to say “did they tell you about how we are doing the menu today” like girl YOU are the server! YOU are supposed to inform your guest!! First impression is everything and it just gave she did not care about her service because she was still getting that 20%.. She then tells us it’s automatically $55 per person that comes with an appetizer, main course, and dessert. So they’re making you pay $55 on top of putting 20% on the bill. Just ridiculous. They could have at least included a complimentary drink with that price. After she came back with waters she never even came back to the table besides when she brought us dessert…. With no silverware… we waited a good 5 minutes for silverware and then just asked someone else for some… We asked her for linen napkins she said she would be right back with them and never came back with them we had to go to the bar who handed us two bar napkins !!!! Never even refilled our drinks…Looking around everyone in the restaurant was pissed and disappointed in the service, one table got up and left early because their dessert was taking almost an hour…one of the guests at the table next to us is a manager at another restaurant and was pointing out how the managers and staff were sitting at the bar eating and on their phones not even socially aware about the fact that everyone in that room was unhappy.. then we overheard the same table next to us telling a manager that they never got 3 appetizers that they tried charging them for… and we heard them ask their waitress for them during their meal and they still never got them… not once did we see a manager walking around asking guest how their food was, getting feed back, or making sure things were being ran accordingly. Everyone was just there for a check. We later found out on the receipt that Mikaila was the one who served us and we will never be back again. Food was great. But service makes or breaks a place. The turnover rate was absolutely horrible and it felt like this was opening day and everyone’s first day working there. The place isn’t even that big. There was no communication what so ever between the staff I never heard anybody communicating with each other to make things run effectively. I could run that whole floor by myself and give excellent customer service to each of my tables, because I’ve done it before, and it’s what I love to do. I was reading some of the other reviews and even the way you guys respond to the bad reviews is disgusting and arrogant. Like they’re ready to argue and defend their terrible service. Without paying customers you guys would not even have a restaurant and you should treat your guest as such. For a black owned restaurant this was very...

Edit:

After 2 years passed and receiving a message from the management team to give it another try, I did so tonight, 3/18/24, and I'm so glad I did. All of my prior concerns have been addressed completely. My server Erica offered me 3 options of water (spring, sparkling or tap) as soon as she greeted me and had the water to me in less than 5 minutes of my arrival. She gave me recommendations of entree options with great descriptions of the food. She and the bar staff were attentive and checked in with me often. The food was delicious, the cocktail was stiff (my preferred way!), and the service was really good. When the bill came, it stated that gratuity is included which was also verbally expressed to me by my server. I am sooooo happy to see the improvements they have made and update my review from 1 star to 5 stars to reflect that. I look forward to my next visit.

Old review: Despite reading the reviews and having a poor first experience, I decided to give this Black owned business another try. The very first time, it took over an hour to get a glass of water, even longer for our food (a burger with fries, and chicken wings), and our bill for a party of 2 was charged gratuity without being informed. We paid the amount and added gratuity on top of the bill that already had gratuity included. The owner, who collected our bill after our incredibly inattentive server disappeared and never returned informed us that gratuity was included and returned our cash tip to us. I appreciated her honesty and her openness to feedback, which she asked for, and said we would come back again. I did so alone months later tonight. I came in, was seated quickly as there were plenty of tables, and was attended to by the bartender, who was also the host who greeted and seated me, made and delivered my drink, and served me my food. The drink was good, and while I thought the plate was quite light for a $26 plate compared to what's on Instagram (see the attached pic), it was decent (the broccoli was a bit overcooked and under seasoned), and I finished my entire plate. I received my bill, and didn't think to check if gratuity had already been added, and added another 15% on top, spending $53 for what you see pictured below. It wasn't until I got home that I realized the gratuity had to be added on before I tipped because with tax, my bill should've been a little over $40. I called the restaurant and spoke with someone who claimed he couldn't find my bill, but said that the bill said on the bottom that gratuity was included, and then put me on hold. He came back and said he needed to put me back on hold again, and then hung up on me. I immediately called back 3 times in a row and each time, my calls were forwarded to a voice mailbox. I left a message requesting that I be contacted and will be contacting the Better Business Bureau. At this point, I have not received a return call. I will not be returning to this place and will strongly discourage it for...

Dined in on Mother’s Day with my mother and sister. I have never left a restaurant so disappointed.

We were 5mins early to our reservation and had to wait for our table. Perfectly fine, however, we were told to wait outside. The establishment is small, so this I understand, but as someone who has hosted in the restaurant industry for many years, I would’ve gave guests the option to wait at the bar or outside until I can seat them when their table is ready. Not, “Go wait outside”…

Shortly after, we were seated and waited 15mins for a server to meet with us. Other coworkers were aware of how we hadn’t been helped with - no menus, no silver ware, no napkins, no water… yet nothing was done for us still. We also noticed the table next to us had nice coasters for their drinks, yet we were never given any for ours.

When our server, Mikaila, finally came to our table, the first thing she asked was what we wanted, then realized we had no menus. As someone who has also served, not once would I ever approach a table without welcoming guests to the establishment and introducing myself.

When our food arrived, we still had no silverware. My mother got up and brought it to a gentleman’s attention, who then brought us over 3 forks. My mother also had to grab us napkins from the bar. We never received the black linen ones.

After our main course, dessert came out-silverware did not. I guess fine dining to them means licking your entire fork clean and reusing it. Classy.

Mother’s Day brunch was $55 per person, which included an appetizer, entree, and dessert. We didn’t order drinks beyond water yet for the three of us, the bill came to $226 with a 20% auto-gratuity. The auto-gratuity made sense on why we received such poor service, I honestly should’ve argued for them to take it off. The price might have been easier to swallow if the experience had matched it. I only know our server’s name from the receipt.

This restaurant aspires to be considered fine-dining, but unfortunately falls short. I regretted taking my mother here on such a special day. I expected more, especially from a place tied to the Black community and Detroit's growth. The space itself is beautiful and the location offers a strong connection to the city-even if not directly downtown. With staff training and attention to detail, this place could really shine. One star - only for the food.

I don’t ever plan on returning, but I pray they choose to change for the better, instead of trying to rebuttal every bad review. It’s obvious these workers are just here for a check. May God...