Rockwell's Neighborhood Grill — Restaurant in Jefferson Township

Writing this review after trying to resolve issue amicably with general manager. GM has not responded to my e-mails, so:

My friend and I went to Rockwell's for some drinks and dinner. We've always been a big fan of your homemade tortilla chips (as the receipt attached shows). The establishment was not busy (in my opinion). We took a seat at the bar. It was a little less than normal until we were greeted (but no big deal).

I worked in the food service industry for 10yrs - in almost all facets (server, bartender, trainer, manager, etc ).

After placing our drink and appetizer order - we noticed a few patrons to the left of us had been waiting quite some time for some things and were growing upset. They eventually handled their business and left (clearly unhappy).

At the time, we didn't let it phase us. Why would we? Our app did take a bit of time but we had drinks and were okay. The app was great. Drinks were good. We placed our food order (had to request the bartender to do so, who I would later learn was the manager on duty...)

I ordered chicken strips (as receipt shows) and my buddy had a burger. It is no understatement when I tell you that our food took over 45 minutes. Being knowledgeable about the industry - I know these items take nowhere near that time BUT I did chalk some of it up to "maybe short staffed". We were excited to eat.

What happens now? I go to eat and my food is ICE cold. My buddies food was cold too - but he was starving and sucked it up. I, unfortunately, could not. It's evident our food got left in the window and somebody forgot to run it.

After contemplating if I would bring it up to anyone - I did. I brought it up to the bartender. I kid you not - this was his response: "I am sorry about that. Would you like me to remake it or I could microwave it for you". MICROWAVE IT?! ARE YOU KIDDING ME?! This is what you tell a customer?

I politely said "No, I am sorry. I do not want it to be remade as I have already waited 45 minutes and fear it will take just as long. My buddy can eat his meal and I will grab some fast food on the way home. I can't risk a long wait time again". He said "Okay Cool" and walked away.

I tried to let it pass, but was still shocked at the level of customer service I had just received.

As if it wasn't enough - he disappeared for 20 minutes. The couple next to us had no water and were growing antsy (as were we for our bill).

We got our bill and low and behold my items were still on the receipt. I leaned across the bar and spoke with the manager and stated "I do not feel as if I should have to pay for this meal when it was not acceptable" he stated "I can give you a box to take it home so you can eat it there"

Now why would I want to eat food at home... if I wanted to eat this cold mess I would have ate it within your restaurant. Take it home? It makes no sense.

After back and forth he agreed to take it off the bill - but could not comprehend how I had been inconvenienced (and still had not eaten dinner at 8pm by the time we left).

I am truly - one that does not complain. I understand the nature of the business and it's taxing. However, this manager is clearly incapable of basic customer sympathy and genuine customer service. He lacks any and all initiative and during our interactions, it was almost as if he was "slow". I am not sure if his "20-minute disappearance" was to go out back for a break.... but something...

This is our favorite, family-friendly neighborhood bar/grill. The waitstaff is personable, the beer selection is curated, their cocktails are crafted, their menu is varied, and their food quality is outstanding. Whoever made the menu and cooks the food deserves a reward!

We come back here relatively frequently. I bring my parents here when they come to visit us and our baby daughter. Our daughter has napped here, danced here, met all the waitresses and waiters that have stopped by to greet us, and started eating here when she was a little over 6 months. Few places have a place in my heart like Rockwell and I will be back again over and over.

Of note is the Bananas Foster Waffle, the Burrito and Grilled Cheese is super good, and our favorite is the Santa Fe Burger with fried chicken - oh yeah, you can swap out patties for grilled/fried chicken, impossible patties, or other great options. The house margarita next fails but otherwise their draught selection is tough to beat.

Cheers to...

We live within one block of this place and I have been always supporting our neighborhood restaurants but I m afraid that we won't be coming back after tonight.

Before we started ordering, there was a BIG FAT RAT feasting at the patio area. Floor was pretty dirty, table seems really gross and greasy.

We ordered some burgers and beer and a kid meal. The server told us the kids meal is $7.5 then asked us to choose American cheese or cheddar and explained it comes with fries/fruit/salad. However when we got our bill, they added 1 dollar for cheese and 1 for fruit????!! It's so unprofessional of them to up charge without notifying the customer.

We ended up paying $60 for a ok meal for a couple and 2 years old for an unsatisfying meal while watching a RAT.

We would love to support local restaurant but if they cannot even keep it clean and sneakily charging customers, we just...