Burntwood Tavern — Restaurant in Florida

As per my review submitted directly to your site:

My family & I dined at your Bell Tower location last night for my mother-in-law's birthday & I must say our experience fell EXTREMELY short of your company's statement to "offer a warm & inviting atmosphere perfect for any occasion." It's safe to say we were all VERY disappointed with our visit & will not be returning to your overall unprofessional establishment.

As an employee, with multiple roles, at a high traffic restaurant, I did my best to fairly assess our experience. I took into consideration our reservation was for 20 ppl, 30 mins after Happy Hour with a good amount of our guests trailing in late. Our head count was off by one, 21 guests, & we were told accommodations could not be made for more seating, so several of our guests actually left. Our reservation was for 6:30PM & our group did not leave until close at 10PM. Not because we were enjoying our time, but because that's actually how long it took start to finish to be taken care of. Those of us who arrived on time waited over an hour and a half, close to two hours, for the mention of any orders, besides drinks, to be taken. It honestly seemed like the location was in fact unprepared for, or perhaps the team for that shift was inexperienced with, a large party.

Kien, our pregnant, female server was spread thin during rush expected to keep up with prior guests & our party. I genuinely have no complaints about her as she not only did her job, but picked up her team mate's slack as well. Thank you Kien for being THE only positive part of our experience! Our male server, Jose, started off what seemed to be friendly, but ultimately turned out to be very rude, inattentive & unprofessional. I stepped outside at the end of our visit & overhead him very loudly complaining about our party to the bartender.

Worst of all, this location is in violation of proper documentation of incidents & auto gratuity protocol. My mother-in-law fell on your premises, was witnessed by what I assume to be the female manager or supervisor & was told by her, "It's the floors, I've fallen too. That's why I don't wear heels anymore." We even gave management an opportunity to correctly address the incident at the end of the night by requesting a manager come to our table; no one came. Additionally, your staff unlawfully manually calculated, & wrote in pen on each check, a 20% "gratuity" that was printed on our final checks as the tip. At no point were we informed of this "auto gratuity". Not when the reservation was made, when the reservation was confirmed three times, not plainly written on your menu or your site, as law requires, nor at the beginning of our dining experience.

Naturally, we are requesting you properly investigate & handle our unpleasant experience as quickly...

I wanted to go to a decent dinner while I was in town visiting my girlfriend. Ratings of the Burntwood Tavern looked good, so we thought to give it a try. We were sat in the dining room after walking in without reservations. No waters were brought out. We noticed a party of 15+ celebrating a birthday nearby. We both ordered drinks, lobster bisque. Drinks and lobster bisque eventually came out after about 10-15mins. Drinks were okay but the lobster bisque was too thick compared to any other bisque I had before. It was closer to a consistency of cheese sauce. Possibly pre prepped, then warmed incorrectly. I ordered fish and chips, my girlfriend ordered the Grilled California Chicken Sandwich. Fish and chips came out soggy, breading was falling away from the fish. The Fish and chips was also a fully fried filet instead of strips/smaller filets. Coleslaw on the side only tasted of horseradish. Fries were cold. The grilled California sandwich was mediocre at best. Got another round of drinks and a key lime pie then asked for the bill. Bill total on the bill read 106 dollars, I put my card down then the card and bill were taken away. A 599 dollar receipt showing my card number was ran showed back up at the table with my card in one side of the leather billfold and the original bill of 106 dollars on the other side. When brought to the attention of manager, Scott, he stated "these things happen" and did not void the bill but edited the amount which left the charge pending on my account for 4 days before reflecting the 106 dollar charge. When i asked for proof that the amount would change or a copy of a voided 599 dollar bill, Scott (the manager) said it wasnt possible. This could have been resolved with voiding the check and creating a new one. Scott didn't apologize until I asked him point blank that he charged me for someone else's bill then didn't void it. Kinda felt like I was left in the dark with an almost 600 dollar charge in my account with no explanation or sincere apology. Overall the experience left a nasty taste in my mouth in a couple...

On Saturday my 5 year old and 7 year old were subjected to the rudeness of a server or bartender on the outside patio on not only our way into the mall but also on the way out. I’ve contacted the store twice and the manager I spoke to on Saturday told me the store manager would be contacting me on Monday. Today(Wednesday) I called and asked for the district managers phone number. Karen told me she’d get it and be right back. 7 minutes later she got on the phone and told me she wasn’t gonna give me his number that she had an email address for me. I said, you told me 7 minutes ago you were getting the number. There’s a number. Be honest you’re just not giving it to me. She said you’re right I’m not giving it to you. I said did someone give you those instructions and she told me the store manager had told her that. She also told me he has been off since Saturday and that’s why he hasn’t called me even though she told me Saturday he’d call Monday. I asked her again for her name and for the managers name. When she told me her name was Karen I told her she sounded like a Karen, she became very combative and eventually hung up on me. Imagine being so angry about your own name. At any rate, I guess at this point after speaking with another store manager, today, I’m relying on a google review before I start reaching out to the management company that manages bell tower shops. I certainly won’t shop there while they have employees that accost me and my children while we walk by especially with the vile...