Ramsey’s Diner - Andover — Restaurant in Lexington

I will begin with stating that until now, Ramsey's was my favorite chain of restaurants in Lexington. We usually go to the Zandale and Harrodsburg locations (once a week), but tonight we found ourselves on a different side of town so we opted for this location (Helmsdale). My girlfriend and I came it at 9:40PM, an hour and 20 minutes from close.

We were the only people dining in the restaurant at this time. Servers were grouped up at a big table rolling silverware whole others were cleaning. One of them came and took our order and initially she was very polite. My girlfriend ordered the Meatloaf dinner with 3 sides and I ordered the pan fried pork loin. Just as we were discussing how awesome Ramsey's is, our food is finally served. My entire plate,including entree and sides were cold. The mashed potatoes had not even a tea-spoon of gravy on them. Her meatloaf was a little bit warmer, but not hot. Her sides, except for the mashed potatoes were hot, but it was evident that they were microwaved. Despite this we were like "no problem, they will be more than happy to fix it" (my girlfriend wanted to avoid any confrontation but I had no problem reporting my cold dish), but unfortunately our server disappeared into the kitchen for about 10-15 minutes. I waited to flag her down but she never showed up. It would have been nice if one of the other half dozen servers in the lobby checked on us but it was like they were trying to avoid making eye contact.

During the wait, one of the servers came out and yelled at the group of servers sitting at the table. My girlfriend had to use the restroom, but shortly after entering she was met inside by one of the staff who was apparently attending to the restroom. My girlfriend said this staff member was glaring at her with an unfriendly demeanor while inside the restroom. It made her extremely uncomfortable. She, being an un-confrontational person, avoided telling me about it until after we had left.

After waiting for so long, we just decided to share the plate of food my girlfriend had ordered. To her credit, the server eventually came out and asked if I would like something else. At that point, we did not want to wait for another meal to be prepared and we felt like a hindrance to their closing agenda. She insisted and offered us something to take home. I finally agreed to get some meatloaf to go. The server came back with two tickets stapled on a piece of paper. She said she took off the meal and the drink. I apparently looked at the wrong ticket and pointed out that the meal and drink were on the bill. Her voice raised and her tone became sarcastic and she became short in her speech. She said that "that was HER ticket and that MY ticket was up here" (as she pointed to the other ticket). I was in the middle of telling her "ohh my bad, I didn't realize that" but she has already turned her back, began walking way and say "okay, thanks!" using a very sarcastic tone.

At that point she had just lost her gratuity, and we're usually a 25% type of party. I left the payment and the meatloaf on the table and we walked out extremely disappointed and uncomfortable.

There seemed to be no leadership at this location at that time to resolve the staff arguing in the dining area. From top to bottom, this was an experience in which I never would have fathomed would come from a...

Very Disappointed in Customer Service and Attentiveness!

This is my first visit to Lexington KY. I visited this location today based upon the recommendation of the hotel front desk clerk at the place I was staying. I entered the restaurant through what I believe is the bakery entrance, and was standing by the bar where two employees were engaged in restaurant transaction. As I waited, another employee came from a different direction of the restaurant and walked right pass me to get change for $20..I was close enough to here her request. After they all completed their transactions (approximately 3 minutes), the person behind the bar walked away to the other end of the bar, and the two other employees walked right pass me. I stood there a couple of more minutes when the employee who requested the change for the $20 started walking my way, we made eye contact and before she got to me, she made a left and went to another section in the restaurant. Standing there by the bar a minute or two longer a different employee came into the area, and I thought she asked me did I need any help? I said yes. She went to the front of the restaurant and stood by the door, approximately a minute later, a couple came in and she picked up two menus and seated the couple at the empty I was standing by next to the bar. When she finished, I asked her was she going to help me? She told me she thought I didn't need any help. I said yes when you came by, but she informed me the question she had asked was, had I been helped? Ok...minor miscommunication between us. She said she will take care of me right now. I said OK. We went to the front got a menu however, all the tables were full at this time, and she asked me if I wanted to place my name on the waiting list. At this time, I was not happy, and I said I don't think my dinning experience here today will be pleasant, so I declined, and she OK and walked away. Don't know what the food is like, but the customer service/customer car on today was total lacking....

I had mixed opinions about this place. Perhaps I went in with high expectations based on the reviews. I think that if this location was elsewhere it probably would NOT rate as high as it does. First, the business is in a plaza that is in a somewhat awkward location. Once I finally located the pub, I walked in, everything is outdated. There is a sign that sits on the bar "We do NOT have WiFi, pretend it is 1989." It genuinely felt like that. We all ordered Hamburgers, we were kind of in a hurry. I wanted two patty's on my burger, I was willing to pay extra, but NOT willing to pay for an additional sandwich. My request was not accommodated. I don't know why places get so hung up about this especially if the customer is willing to pay. The food was out in a timely manner. Its bar food, nothing special. The burgers were alright. In hindsight I should have waited a few more miles and gone to a Red Robin if it was burgers I wanted. I did visit their public restroom. The door just has a plain photo of a native american. Nothing on the restroom doors screams men or women, at first I wasn't even sure it was a bathroom(see attached image). The restroom itself was clean, probably better than your average bar. It seemed like they cleaned the floor with coke and pancake syrup. My shoes were sticking to the carpet when I walked out. It was awkward and I wasn't expecting that. When I mentioned we needed to leave the bar keep was light on her feet, and did go out of her way so we could settle. I greatly appreciated that, and for that I will provide an additional star. All in all 3.5/5. If we were there just to drink alcohol it could have been different. Since we were travelling, drinking was not an option. They definitely could have...