The General Muir — Restaurant in Decatur

I am astonished at my experience with The General Muir restaurant, and I felt compelled to write a review to share my poor experience. Brief Background: I live in Los Angeles. My brother lives in Atlanta. He has been very sick for about a week and I wanted to do something for him, from afar, so I decided to order dinner to be delivered to his home in Atlanta. I used The General Muir website, set up an account and initiated and completed my food delivery order through their website. They fulfill orders through Door Dash on the backend (I learned later).

I was notified through a text that Door Dash had picked up my order and was enroute to my brother’s house. A few invites later I received a call from the Door Dash driver who had arrived and upon picking up the bag with my order from his car realized that the food had leaked and the bag fell apart. He was understandably upset that the food was in no condition to eat. He explained that the packaging was green, paper-based packaging and the food had so much liquid in it that it all fell apart once it left the restaurant. He wanted to know what I wanted him to do (I had to explain that he was at my brother’s house and that I was in California). He stayed on the phone and did his best to get the food to the door apologizing profusely.

I couldn’t go through Door Dash because I did not initiate the order there, so I called the restaurant. I was connected with their manager, and I explained the situation. Basically, I said I was calling for two reasons: 1. To give them feedback that, while admirable that they use green packaging, that it is not appropriate for the way they package their food, and 2. I asked for a refund. I was told by the manager that they could not help me because they were unable to offer refunds since the orders are fulfilled through Door Dash. I asked how I was supposed to get a refund with Door Dash when the order doesn’t even show up in my app. The manager said frankly he did not know and this is rally an issue with Door Dash. That the restaurant is not responsible for what the driver does with the food once it leaves the restaurant. I disagreed that this was an issue with Door Dash, I said If you open to the feedback, I believe this issue is about the packaging, and why do you offer delivery through your website when you can’t handle a credit or refund? It makes no sense. At this point, he hung up on me. I was astonished. So, I called back, thinking perhaps it was an accident. Someone else answered the phone and I explained that I was talking to the manager and was accidentally disconnected. She apologized and put me on hold. After a very long wait, the manager answered. I said “hi, I think we were disconnected …” And, he hung up again.

I used Yelp to find this restaurant, and was considering ordering from The General Muir or from Reuben’s Deli. When I connected with The General Muir website I was impressed the “Our Story” on the first page, about the inspiration for the restaurant and the history with its namesake relating back to the refugee transport ship that carried the grandparents of one of the co-owners. And, the story about the partners and their desire to create a great local restaurant experience. I am saddened that my experience was quite the opposite of what I expected based on the story.

Overall, I am very sad that my simple desire to do something for my brother went down the tubes. But, things happen. What infuriates me is the way I was treated by...

Just left. Never going back. They allow students to preorder dine in meals. We arrived at 8:30pm and ordered our food. We watched a family of three come in behind us. Then a table of six students came in. By the time we were given our appetizers (two simple orders of pickles) the entire dinner for the nine people that came in after us was leaving the kitchen and hitting the tables. I finally asked where was our food and asked how everyone received their food before us and the waitress said that they called in and pre ordered their food. WHAT? They are cooking food for people who are up the street and not ours? I asked where our food was and was told that it was still being cooked. We left. We drove a hour to get there and paid to park. We have been going to The General Muir for many years and the service has simply tanked. Is this a one off? No. Last Friday the same thing took place but the students walked in and sat down and got their food at the at the exact time we got ours and we had been there long before they walked in. We give up. We wont be back. The manager apologized and attempted to repair the damage, but enough is enough. We ended up at Shake Shack.

Response From Owner:

The General Muir (Owner) a week ago

I apologize for the misunderstanding; we do not allow students to pre-order dine in meals. They did not call in an order for dine in. If the server said that, then she misspoke. One seated member of that party ordered for everyone in the group before everyone had arrived; not exactly how we would normally do things, but it was 20 minutes before close and I believe they were trying to do the kitchen a kindness. Their order was not responsible for the delay in your order; as the manager explained, the chicken entree was taking longer (that table had burgers and salads). We intended no act of favoritism toward another table of guests; some orders just take longer than others and sometimes guests get served in what seems to be "out of order". We would have hoped you could enjoy your experience with us despite a slight delay. It brings us no joy and we are consistently striving for perfection, but delays happen (and perfection never does). It is our understanding that the manager kept you informed and that our team sent complimentary pastries for your trouble. Also, please note that parking is FREE with validation, so you should not have paid for parking.

My response to Owner:

Sir, one person ordering for the entire table is preordering. Some places don’t even allow you to be seated without your entire party present. It was six people at one table and three at the other. They all got their food first and we watched them all walk in. You are blaming us because we ordered chicken and steak instead of a hamburger. My word. Your response is terrible and a backward apology at best. Please don’t think that giving us cookies that you were throwing out anyway as an acceptable answer to poor service. Yes we paid to park. You don’t validate the parking at your front door. Here is the deal. You don’t accept responsibility. Our family has spent thousands of dollars at that location. We have been eating there since 2014! We came back after COVID and the service has tanked. We have made note of every restaurant associated with you and we will dine with you no more. Next time simply apologize, end with a period and then start your next sentence with what you intend to do to ensure this doesn’t happen to...

Where do I start... I have heard a lot of good things about this restaurant so I was excited to try them out. To start off I am giving them 4 stars only because 3.5 stars isn't an option. And not because of poor service, or bad food. Because both were good. I am ranking them lower because of value. Let me say some good, the facility is beautiful and very clean. It reminded me of Cafe we tried in Rome. Very modern and chic. The staff was friendly and very helpful. The bar was large and open and the whole restaurant felt very open and light. I just feel like they are trying to be something they aren't sure of yet. I found the pricing to be high for the quality of the food and what they served. Nothing was outstanding but nothing was bad either. Service wasn't amazing nor was it poor. The serving sizes where ample, and the flavors were good. The presentation was excellent! I started with a Cubana expresso and it was pretty awful (definitely not made by a Cuban). My next drink was a Rum & Coke which was good (but a bit pricey) I ordered the Pastrami Hash and my wife ordered the half sandwich/soup with a Ruben and butternut squash soup. The soup was VERY good, and Ruben was pretty good. Not amazing just good. My Hash was also good, not great. We ordered the latkes as a side. They were ok but I thought they were a bit bland. We also tried 4 pastries. Non of which really stood out as outstanding. Overall for the price point I was disappointed. I would still go back, but they wouldn't be my first choice.

If a NY Deli is the style of food you are after I feel Goldbergs is superior choice based on flavor, taste, and value. Goldbergs has larger portions, more options, and honestly better tasting food for considerably less. If you want a NY deli with drinks and a great ambiance I would say hit up the General Muir. It would be a great place to take friends for brunch. But if you want delicious bagels (ect) and are looking to feed a family go...