Cleveland Draft House of Fuquay — Restaurant in Fuquay-Varina

Hate that I'm having to write this because I've had decent experience at this restaurant, but one grouchy lady had to ruin it for at least 3 families. And it was barely "busy". Maybe short staffed? But hardly busy.

Came in today for dinner with my wife and 3 boys, and had friends on the way with their 2 children. Having been here before, and knowing that the kids love to play pool, I brought their pool sticks with us. We sat in the bar area (seat yourself side) like we have done in the past. Lady came over and we let her know we were gonna want pool balls and handed her our credit card. When she asked what we wanted to drink, my wife's looking at the menu and says "ohh umm..", and the waitress abruptly said "ok I'll come back!" and walked off. I thought that was a little abrasive but didn't pay further attention to that.

She eventually came back, got our drinks ordered, and as she was walking off my wife said "oh can we get the pool balls?", she replied a little snarky "yup!"

She brought the pool balls over, but not before dropping them all over the floor behind the bar and making a huge commotion. We all headed over to the pool tables and shortly after that our drinks were walked over for all 5 of us. Maybe a couple minutes later, our friends showed up.

Bear in mind, we have been away from our tables/booth for maybe 5-10 minutes. I walk over and show our friend where our table is, but to my surprise the tables have been cleared out. Kids menus taken away, crayons put away, menus gone, and my phone was so kindly sat on the booth wall.

Confused, I ask her "did our table get cleared?..." she replies "yes, we need it for other customers", as I look around and see several empty tables and no one waiting to seat. I'm a little baffled, and I tell her "we are going to be eating.. we were sitting here" and she continues to tell me that because we walked off to the pool tables, that our tables were then given up.

I'm bewildered at this point and said "you didn't want to communicate anything to us? Ask us? You just emptied our seats?.. and then put my phone down somewhere off the table?" and her reply "I'm busy I don't have time for this".

So I asked for my credit card back, had to gather my kids and explain to them they we're not eating here because the lady is being rude to us, and headed out with our friends.

As we were leaving, she apparently was rude to another group that was there and they ended up leaving as well. I don't know about "busy", cause it was hardly that, but that was 11 bodies that they lost in business.

That waitress, who I haven't had serve us before, is either always like that or she was having a bad day.. either way, it doesn't excuse how...

My family and I had the worst experience with Tom (hopefully that was his name bc he decided not to wear a name badge/tag on this particular day) in management. Most disappointing interaction we have ever had at any establishment that we decided to dine at for lunch. It wasn't overly packed maybe 3 tables on the dine side .I mean it was not a lunch rush whatsoever. 1st item We had to send back was our philly cheese steak w/only steak& cheese it tasted like metal. So the cheese fries sat on the side getting cold waiting on some fresh tenders to be made instead . The 2nd item we had sent back was the grilled shrimp which had black pieces of flat top on them .Ribeye steak which was the 3rd item sent back due to the wrong temp. We were not overly upset at them just confused at what was going on. Understanding that the kitchen cooks could have possibly been new or maybe the just cooks did not work well together? We simply reordered easier items for them to prepare. No way at all was it the servers fault as she couldn't taste our food before it got to us. This is how she makes her living she was totally professional but irritated at the cooks herself. The manager put worse taste in our mouths than the food did. This manager decides to walk to our table. Now without asking what seems to be the problem or how we can even be helped. He says "this food costs money" and our response was of course could my daughter just receive fresh fries to come back with the tenders that are replacing the philly cheese steak. Still all while willing to stay eat and dine UNTIL The manager tells us "No he's not gonna do that!! We have done all we can do for you today& that it's not his fault" ...Save them words and explain all that to his Kitchen cooks about inventory and food cost! Not me the customer! That was the icing on the cake! We stood up since we hadn't eaten or gotten food nor proper service from management. We Calmly explained how long we sat waiting on simple things & we didn't want to wait any longer for our meals they could keep them reorders his attitude had ruined the appetite completely. We paid the server tip for all her troubles bc it wasn't her fault. Nothing worse than when you go dine and management has gotten so comfortable that the class of customer service and hospitality is extinct. I know as a consumer I will not look twice...

I have eaten here several times but this time is was AWFUL.. I ordered a cooked well cheeseburger and fries. When my food came the first thing I smelt was “burnt” meat. My cheeseburger had 2 pieces of cheese on it, it was to cover up the BURNT burger. I scraped the cheese to one side of the burger and it was burnt. My fries were loaded with salt. I showed the waitress and she didn’t care at all. I told her I was not eatting a burnt burger. I left I called back and asked for the manager I got the bar manager I asked her how many slices of cheese is suppose to be on a burger,, she said 1. I told her that explains why I got 2 to cover up the burnt burger. She told me that a well done burger Is going to be burnt. I have cooked burgers on grill and I know a burnt burger. Oh wait to speak to a manager you would think you were calling for the president , they want your name and why your calling before even speaking.to someone. The bar manager got really crappy with me and said you didn’t pay for it. So since I didn’t eat it why would I pay for a burnt burger that I didn’t touch? I have been cooking since I was 13,,no way is a burger supposed to served smelling and looking like a burnt burger. They keep this up , I can see them closing. Do yourself a favor go to Wendy’s get a burger and fries it will be better than what they tried to serve me. I have pictures to prove I was served a burnt burger. The server didn’t try to take it back redo or offer me something else. This is by far the worse draft house ever.. I can see this location closing. The owners needs to get involved with their employees on customer service and cooking. If they want to keep the place open. Bar manager was rude!! Had I ordered 2 pieces of cheese I would have gotten charged for it, but it’s ok to put 2 slices on a burnt burger to cover it up. The inside of my bun was burnt too. Tell me would you have eaten a burnt and smelled burnt burger and fries that was full of salt? I wish I had taken more and better pictures. This is just one picture and it was burnt worse on...