Mugshots Grill and Bar - Fultondale, AL — Restaurant in Fultondale

We came in yesterday with the family. 5 of us. Place was fairly slow, after 5pm. Our first visit to this Mugshots. I have had a visit to the Uptown location in BHM. Our bill was about 85.00. I typically don't have any issue with spending that much for food. I do have several issues with this location.

The place is just too loud. Multiple TVs on at increased volumes. Wait staff is friendly, but the gentleman cleaning the floors decided the sweeping next to me while I was eating was a good idea. The building is like a warehouse. Everything is loud. They use metal chairs. Either they weight 300lbs each and employees cant lift them to move them. So instead they drag them across the floor. It literally sounds like chewbacca was being tortured. The menu selection was good. I like the options. Sadly, the actual product was not good. All 5 of us had a different burger. All 5 of us had a dry burger. The kind that was cooked ahead of time and stored in a tray. Heated up when ordered on a griddle. Then served as fresh. If that is not the case, then your cooks may need a class on how to prepare a burger properly. Sadly they were barely warm, cheese wasn't even melted on a few of the burgers. The waitress was great, timely and friendly. Never had to ask for anything. The fries and onion rings, you got those perfect. I enjoyed those.

For the time of day, capacity and customer count. We should have had a better food experience. I can spend 85 dollars at literally any other place around this location and get a better value. Your location occupies the old Wentzel's location. That place suffered the same issues. If you take some time to train your staff, manage your food prep process and add some sound dampening decor. You have the potential for a great location that can...

Informed wait time would be 25 minutes, next guest was informed wait time be 20 minutes, and the guest after them was informed the wait time would be 35 minutes. Seems communication between host staff is lacking. Did inquire if wait time was due to kitchen staffing being undermanned or due to insufficient table availability. Response was kitchen staffing. Asked, informed host of possibility of hosts informing waiting guests about this, rather than letting them see multiple empty tables not being seated. Host just shrugged and remained silent. Reason for the suggestion was, and host was informed this, to minimize walk outs by those waiting. I do feel for anyone working food service during this time, and hope the situation improves for all concerned. Yes the situation is tense and unsure right now, yet there is no need to slack off on performing cordial, friendly courtesy acts as has been the usual customer experience at Mugshots.

Additional comment, 11 May 2021: Revisited the comments made two weeks ago to discover no comment from anyone at Mugshots management. Therefore I should conclude no member of management is concerned about the input from any client not involved with food critique? Interesting. The one visit to Mugshots where the service and attitude was subpar, and realistically commented about, is ignored by those best able to address and rectify the situation. Hopefully the situation stated above will be corrected by time another visit is conducted. Pandemic or not there no need for any client to be subjected to subpar service. And yes, the is a great deal of empathy for those staff members doing their best to serve those who dine...

When you are a hostess, you need to remember that you are the first and last face people see when they enter and how you treat them will affect their night. Called ahead to put our name in and was answered with a tone full of attitude and almost like we were bothering them for calling. Was told 20-25 minutes which was perfectly fine. Waited the 25 minutes in the car and walked in to greet them and let them know we were already on the list and were just going to finish waiting there. We were met with four teenagers (the two with the most attitude were both blonde) just chatting and looking at us like we were the most annoying things on the earth for walking into the restaurant. One blonde asked us in a very condescending tone if they had accidentally notified us or not and then was told it was going to be another 20-25 minutes. Sat down and waited, and waited, and waited. Almost an full hour passes from the time we got there as we watch tables empty and people walk in and be sat. My husband finally got up to ask what was going on and was met with a huff as they scrolled further and further down their screen to find our name that they had forgotten. No apology or anything. The other blonde just grabbed two menus and started towards a table without a word as he tried to notify me they were finally sitting us. She slammed our menus down and stormed off without a word. Thank goodness our waitress Tabitha (name on our receipt) was so kind or the rest of the night wouldn’t have been a fun one. We made sure to ask that her tip went solely to her (and the bartender) because the hostesses did not deserve any of her...