Sierra Madre Saloon — Restaurant in Hampden Township

Very disappointed today on Super Bowl Sunday. We had placed an order, several days in advance mind you, for 5:30pm pickup time for their wing special and an appetizer. Showed up 10 minutes early anticipating it being busy, which it was, but was checked in right away. 5:45 rolls around and a small group of us picking up at the same time still haven’t received our orders. 6:00 comes and only 1 person has picked up. 6 of the 5:30 pickups start talking and attempt to have the wait-staff cancel and refund their orders as we’re getting closer to the game starting. Expediter “disappears” for 15 minutes and comes back out to a larger group wanting a refund. “Disappears” again for 10 minutes at which 10-15 pickup orders ranging from a pickup time of 5:30 to 6:00 start asking for a refund as we’re about 10 minutes away from kickoff. No communication from the staff on the status of everyone’s orders throughout this whole time. No thought to assure customers or put rush orders out. Wondering what the point was of promoting a wing special and having folks call in for specific pickup times days in advance if they weren’t able to handle the service. Sadly, this will be the last time attempting to order from them. Disappointing because this place generally has a good sports bar atmosphere and decent food. Would give this zero stars if I could.

Added post owner’s reply: There was not a delay in our order, there was no order completed by your team. After waiting for ~1:15, with kickoff occurring in 10 minutes from that time, I, like many others there, decided to cancel my order and asked for a refund. We understand that your business was busy that night, but that’s no excuse for leaving so many customers hanging when you had set times for them to pickup their food. On my end, I still had to go back home and figure out what to do to get my young family fed and off to bed after that debacle. Hard to do that when all I was able to do was lean against a wall in a smoky bar area hoping our dinner was on its way out. Next time, be communicative with your customers about the issues going on in the kitchen area. Most people will understand and just walk away, appreciative of the fact that someone was at least talking to them. We did not get that courtesy last night; none of us did. Good luck...

Hi Bill, first thank you for taking the time to clear up what happened. My wife and I loved your establishment and we will be visiting again.

My wife and I try to take on new restaurants every weekend. We initially stopped at Longhorn which is one of our regular spots to have a drink and some good food. We had a drink there but it was very crowded so we left to take care of a few errands and decided afterwards to try out Siearra Madre. The Host at the front door was very nice. He asked where we wanted to sit and we chose outside. He asked if we wanted to sit at the table and turn the firepit on. We were pretty stoked that they had that type of table so we said yet. We received our drinks for the the waitress who was very nice and did a very good job during the time she served us. About 20 minutes in, a security person (I think his name was travis) came to the table and said that the table was already reserved. We were a little disappointed but wasn't to big of an issue and we moved to a regular table. About 20-25 minutes when he seats another couple at the table we were moved from. I over heard the husband ask whether the table was reserved and Travis said no so I stopped him and asked about it. He said it was a large party and that it was reserved. I was just curious to see if he was telling me the truth so I asked the gentleman that was seated whether he had reservations for the table and he said that they did not. The food was good, all of the staff were very nice, in good spirits. Smiles, regularly checking on us and others. I really like this location. The only thing was this incident. I think it is worth another visit, I just hope that this reaches someone in management to not repremand, bu rather maybe communicate what's needed to not give people the wrong impression of what's taking place in...

Made the mistake of stopping here for dinner with my family. Walked in the door and was told that since we had the kids with us we couldn’t sit in the main area because they allow smoking, but that we could sit over on the side area which was also a completely enclosed room that also allowed smoking, but whatever, that’s fine. My daughter had ordered wings, so at the end of her meal her fingers were messy, and she needed to use the restroom. As we walked through the door to head to the restroom, which is about 3 steps inside the main area, a server literally came running at us to rudely tell us we weren’t allowed inside. We returned to our table and as the server walked by the second time, I stopped her to explain that my daughter had messy fingers and needed to use the restroom. She immediately copped an attitude and informed me that there was a porta-potty in the parking lot and that there was nothing she could do about the fact that she needed to wash her hands and that if I didn’t agree I needed to take it up with management. I replied with “well you should have a bathroom for everyone to use”. Next thing you know, the “General Manager” comes waltzing out with this confrontational attitude and stands over top of me running his mouth about their rules and blah blah blah until it finally got to the point where we were literally in an argument right there in the restaurant, which he absolutely came over to start. Unbelievable how our dinner turned from my daughter trying to use the restroom (which in itself is ridiculous.. maybe you should not allow children at all or make adjustments to accommodate them) but more importantly your completely unprofessional and rude employees disrespecting me in front of my family. Wish I could give this...