Heroes Bar & Grill — Restaurant in Fullerton

I don’t know what’s happened to your restaurant, but the last two experiences I’ve had there will preclude me from going back. The long drive use to be worth it as the whole family enjoyed the stellar service and food we used to get there. I’m not alone in my experiences as I have discussed this with two other friends of mine only to learn that they will never go back to your restaurant either because of similar disappointments.

Being a business owner myself, I’d thought I’d give you a chance to rectify my grievances before I write a public review on Google Maps berating my last experiences.

Granted, it was the day before Thanksgiving, as I’m sure your “A” team was not working or on shift. But the restaurant was not even half full and the service and wait times we had to endure was beyond excuse. I don’t blame the kitchen, because all of our food was served to us stone cold which told me that it had been put up a long time ago. I also don’t blame the poor bus boy as he seemed to be the only one working hard. No, I lay all blame squarely on the waitresses/servers who seemed to be more interested in chatting with the bar keep then helping any of us customers.

So here is the experience in a nut shell.

We came for lunch at noon time and my family of four did not charge out till 2:04pm. We sat for 45min before our order arrived and like I said, stone cold. Everything was cold including the soup my wife ordered. We did not want to send anything back as we needed to eat and leave since we had already been there far longer than we had anticipated. Every other table around me was getting the same non-service from the female servers. I could sense everyone’s frustration mounting as there didn’t seem to be any reason for the delays.

My wife and daughter had to get up and leave before I got the bill. They had a separate car. My son and I waited around for the bill. We were clocking close to two hours at this point. I’m not even going to go into all of the things we asked for that never came until we had to repeat our request to the overworked bus boy. He finally brought us (or had the waitress bring us, I can’t remember) the extras that we needed, but this was towards the end of our meal. Too little too late.

When I finally got our bill and I noticed that my wife was charged and extra $5.00 for a Soup Bread Bowl when all that she had ordered was the Side Salad and Soup Du Jur in a cup. Oddly it came in a white bowl, not a cup, but it definitely was not a bread bowl to which she was charged $8.95 instead of the $3.95 she should have been charged.

Since my son and I needed to go, I let it go and only tipped the waitress $5.00 for a bill that totaled $49.95. I thought she should know I was not happy with her lack of service and attention. But apparently, this was not a worry to her as my wife has indicated that she ran the charge through my credit card for more than what I had signed for. Now if I wanted to go to my bank and fill out a form to retract this overcharge, I could do that. But I’m not going to spend that kind of time to chase down pennies.

I’ve attached to this email both of my receipts for that day so you can deal with this problem accordingly.

This saddens me to see this happening to your restaurant as it used to be one of the shining examples of what a properly managed and run restaurant should look like. It grieves me to have my last two experiences be poor, but when I hear the same stories from my friends, I know you’re dealing with a systemic problem in management.

I would expect a response from you within a week. I figure this is the least I can do before I publicly share my experiences on the internet.

I will post both of these receipts along with a copy of the charge to my bank so everyone can see my experience is real.

I hope you can deal with this matter as I would rather enjoy seeing your restaurant return to its former glory than to go the way of most other...

Bummer-This place used to be my favorite spot in Downtown Fullerton. Hadn’t been in a while and excitedly came back tonight for a chill night of beer and appetizers. Bouncers at the front were super friendly but then I got inside. There was another couple waiting to be seated so we waited too. There was a server literally 2 feet away who saw us waiting and said nothing. 10 minutes go by, same server came back to the table right next to us, looked at both of us couples waiting- still said nothing. Finally a couple of minutes later, a different server walks over and says “it’s first come first served tonight” then walked off. Both of us couples looked at each other confused (because when have you ever been at a restaurant where is wasn’t on a first come first served basis? Perhaps she meant we were free to seat ourselves? So we all went and just grabbed one of the open tables and figured she would tell us something if that wasn’t what she meant. We guessed correctly because we then were given menus. We ordered our beer first then had to wait nearly another 20 min to flag down our server so we could place our meal order. As usual, the food was great, was brought out quickly once we were able to order, and the beers selection was on point. Then we got to the end of our meal and the server came and told us she needed my card to open a tab. I gave it to her but told her we could just pay right then since we would be finished in the next 10-15 min anyway but she insisted it needed to be an open tab. “Ooooook?,” I thought, and shrugged it off. Then we didn’t see her again for another 30 min so I told another server we wanted to be closed out. She brought over our check without the card (I assumed it was under the receipt and she had quickly walked off by the time I could grab the clip board and saw it wasn’t there ) so that cost us another 10 minutes.... finally the original server brought over the card and our bill with the card already ran. Between the time we actually finished our meal and got the check, it took 30 minutes.... I understand they were busy but 30 minutes is a long time to have to wait in order to simply be able to leave. The vibe I got was that we (as well as the other smaller tables) were an after thought. The servers were nice enough in our interactions with them and I would assume our experience was unintentional but perhaps they are spread too thin here? I don’t know. I’m just bummed because I tell everyone who is new to the area to go to Heroes and check out the beer list and cool vibe but didn’t realize it was nothing like I remembered. Unfortunately I won’t be doing...

I completely agree, this place is good, ambient and vibes, I came with my friends, we took dinner and a couple beers, however, when asked the account, it was a big surprise, prices were totally different. We asked to the waitress why? and she said doesnt know and sent us (manager), who doesnt know how to give us an explain, except be rude, put excuses without no sense and until say he can to charge whatever he wants and, of course this become a big discussion without any solution. Security guards came around us to create intimidation but we explained them that, we want to be charged according prices listed on menu. Manager said prices on Saturday are different and, we asked for weekend menu and, he said they doesnt have, then we asked him how customer can know if they doesnt say nothing and, doesnt have others menus, so, he said "you never asked us" WTH?. Is this manager a good conflict solver? He deserve to be in that place? Actually, I dont think he was a manager. Finally we doesnt receive any solution and we had to pay (it was 1:30 a.m.), place was closing. I cannot imagine how this place overcharge to everyone, most of the people are young and, never put attention to review what are they paying (they are drunk). My only intention is put red flags in this place and advice to anybody who came here to make sure they pay the right price. Also, owner need to have a better manager, educate with customer service and overall to have the knowledge to manage this kind of business, be clear with prices (if they are different on weekend) otherwise they must to respect what the menus say. Waitress came to us to apology and, she said we are completely right but unfortunately she couldn't do nothing and recommend us to put a complain next day, call to the place and, try to talk...