Black Iron Grille - Kent, OH — Restaurant in Franklin Township

So, I have been coming her for the past 4+ years, maybe once every couple months, I don't know why I haven't written a review yet. Maybe every 4th visit or so, I say "Ok, I'll give them one more chance" due to lackluster food, poor service, or other various issues - but then on that 5th visit, they knock it out of the park. It's nearly comedic, this cycle, and how predictable it's become, lol. When they're on, they're ON. The best way I can describe this is a proper steakhouse kitchen devoid of reliance on Sysco products - Steaks are perfect, sides are hot and fresh, portions are large, drinks are generous, bread comes out hot with room-temp butter without us asking for it, dishes are appropriately spaced time-wise, and the server is attentive. It's on those evenings that the expense is totally worth it. Other times - we usually wind up wishing we hadn't spent the money, and I'll try to be helpful vs. just complain. And honestly, it's not like I can quit your white french dressing anyway. This comes from someone with 20 yrs in the industry - from dive bars to fine dining: -You all know the interior is a hot mess - but I love it. It's an absolute vibe - it's so outdated that honestly it's amazing - but please, please, please - replace your dining room light bulbs all with the SAME color/temp/brightness in every socket - don't mix/match, please god never cool white or daylight, and please dim them all to a nice cozy level as soon as the sun sets. -I don't know why the dining room smells funky - it always has. Sewer issues I can only imagine..but anything you can do to eliminate that issue will go a looong way. Whatever cleaning product you're using (table spray? mopping solution? not sure - smells vaguely like pine sol or something in a mop bucket) is not helping, and just layers over the sewer/musty smell so both are distinct rather than only dealing with just one. -Please ask servers not to spray cleaning solutions on tables while others are dining nearby. The same cleaning is achieved by applying the solution to the rag in the back of the house, then using the rag to wipe the table down. -A filet, ordered medium, is always going to be a challenge - so after a few undercooked experiences, I started ordering it butterflied to make it easier. Yet still 75% of the time, I still have to send it back for more heat because I don't want raw red in the middle. And every time, it then comes back a perfect medium throughout. Again, it's comical how predictable this experience is, but it is what it is. -I really wish you would go back to the old brussels hash. It was a decently healthy option with a ton of flavor, and the new version is oilier with undercooked potatoes, and I gave up ordering it (but still miss it)! -I don't think I need to mention the restrooms. -A huge request - please don't ever change/get rid of your white french dressing. It's honestly one of the main reasons I keep coming back - it's the old school kind with the right amount of garlic/onion, not runny or mayonnaise-y...you all don't understand how hard it is to find these days and how so few places ever get it right. I don't know if you make it there or have a supplier, but protect that recipe. :) -Personally I love the huge booths and tables - with lights dimmed, even the ones that can seat 6-8 people can still feel cozy with two people. -I love the cat and his little house out front. Never formally met him/her, but love being able to see it occasionally. -Hostess or someone else is always immediately there as soon as we walk in, that is very much appreciated. -Server and kitchen are always accommodating to my many requests to edit a dish - add this vegetable, do not use oil, add cheese, etc. You all don't have to do that, but you always do, and I am always so grateful.

Consistency is hard with a smaller place, but improving it along with the atmosphere isn't expensive, and would go a long way to a better experience for those who aren't regularly drawn back because of a salad...

I feel like I need to start off by saying that as someone who has worked many years in the food service industry, I always try to give grace. I am the last one who complains to a server in the weeds. Especially if it's the fault of the kitchen or staff called out and ESPECIALLY on a busy holiday. On Valentine's day my husband, friend and her husband came to the restaurant on a reservation we made for the Valentine's menu advertised. We made it later because a couple of us had to work. We had all been here before and food and service was always great. When we walked in, a lady walked out upset saying she had been there forever and got no drinks or bread. I figured she was being dramatic. She was not. My $48 med filet that I had purchased premium sides with (probably a $60 plate) was almost inedible. The filet was well done, burned on the top, lobster tail looked like a jumbo butterfly shrimp and was overcooked. I didn't want to complain but before I knew it my husband had said something to our server Emily while I was in mid bite and her response was "I'll let the chef know." My lobster mac didn't come until the end of my meal because she rang it in as a baked potato then told me she took the potato off my meal as if she was doing me a favor but I boxed up the mac cause at that point I was done with my meal, my friend went to pick up her B.I.G. steak topper bowl to put it on her steak and the bowl was so greasy that it slipped and spilled all over the table. The server looked directly at it 3 times and didn't offer a napkin a towel, nothing. Just let it continue to spread all over the table. If that wasn't enough, we couldn't get a straw for drinks, regardless of asking numerous times, and the manager was going to half the tables asking how their steaks and dinners were but never came to ours. I understand getting in the weeds, but there were 4 tables in the half of the restaurant during the last third of our meal. At that point there was no excuse for excessive wait times. Even the table that showed up next to us at the end of our meal got up to go to the bar to order their own drinks. I just got the impression at the end the server wanted to go home. But, Emily was sweet and knowledgeable about the menu. So I'll give her that. Also, the Brussels hash was delicious. Probably the saving grace of the meal. Also...

Not family friendly, even as early as 5:30 on a Saturday. There were other patrons, very drunk and loud being served alcohol rapidly, over and over until we left and took our 4 kids and our food to go. The other customers were given the patio seat by the fire that we called to reserve. When we called to reserve we were told they could put us by the fire since we needed to sit outside due to covid risk. The hostess said she had no record of our phone call when we asked for our table. Upon our arrival to the outdoor patio, the patrons sitting by the fire actually laughed and loudly exclaimed they had taken our seats. As we waited to place our order, the drunk patrons continued to swear loudly, yell, almost fall over on their way to the restroom and make comments about our family and how our kids should get used to people like them "because this is the real world". The manager came out at one point to smoke a cigarette around the corner and observe the scene. We got the feeling these patrons were "regulars" and this behavior was normal. Takeout was mediocre and not worth the cost of the meal. Spoke with the manager who was apologetic in an unapologetic way, making excuses and offering me no reason to ever return and saying "I said we would do our best to seat you by the fire, not that we would definitely seat you by the fire". It was our first time out with our kids in a very long time and we were excited to splurge for a nice meal. I am not one to complain and I've never written a negative review publicly before this experience. I usually say nothing and simply don't return. Also, I want to note we still spent well over $100 and tipped our server (who was very nice- none of this was her fault or doing). I'm sure the regulars spent more and we got the message loud and clear that our patronage was not valued by this manager. I understand the restaurant is not responsible for the other patrons' behavior. I think the restaurant handled this incident poorly with little regard for customer service toward our family.

EDIT: Thank you to the owner for handling the situation after the fact and providing us a full refund. An explanation goes a long way. I have edited the star rating accordingly. I wish...