Rock & Brews — Restaurant in Los Angeles

Stopped in for a quick drink and burger before my flight. Sat in the middle high top island area in the bar which makes you order via QR code, kinda of a pain but whatever. The bar was moderately busy but not packed.

Ordered a double rum and burger via the app and paid upfront including tip. I watched female the bartender pour my double freehand into a rocks glass and the count was a solid 8 count (1.5oz), nothing more. The drink sat on the bar for about 5 minutes before being delivered by a server.

I asked the server if this was a double, he walked back to look at the ticket and then came back and said yes its a double. I disputed this and told him it was not a double because I watched the female bartender pour an 8 count freehand. The server disregarded my comment and left so I waved at the other bartender. He yelled across the bar asking if something was wrong, I yelled back and said I would rather not yell at him across the bar about my issue. He would not come over and address the situation so I yelled back across the bar that I paid for a double but watched the other bartender pour a single. I didn't touch the drink because I knew it was wrong.

The female bartender walked up beside the male bartender behind the bar and said no, I poured a double and I used the jigger to measure it. I corrected her and said I watched her free pour it and it was an 8 count and that she should watch the video recording or charge me for a single, she still disputed it. I yelled back across the bar saying I was happy to either pay for a single or have them pour a new drink that was a double.

The male bartender proceeded to pour me a new drink using a single jigger (which I counted as 8) and the server delivered it to my table. I asked the server if this was a single or a double and he walked away without saying a word. I yell back across the bar to ask the bartender if this was a single or double, no response.

Sat there for a few minute with no contact, finally had to get up ask the male bartender in the service well, because I was tired of making a scene, if this was a single or double, he said it was a single and I stated again that I paid for a double. The bartender told me he was having the female bartender adjust the ticket to reflect a single so I sat down and they delivered the revised ticket a few mins later.

The last half of the ordeal occurred in front of an older gentleman behind the bar, who I assume, is the general manager who never took steps to address the issue and ignored it was happening.

These employees need some training on pour counts, customer service and professionalism. It was super disappointing have a valid service issue only to have the staff disregard it and make me yell my issues across the bar which was awkward and embarrassing for everyone in the place.

I guess customer service and standards go out the window because they are an airport location. Probably safer to order a beer here, they cant short that or double charge you for that! The tip should have been $0 but cant change that after the fact,...

My recent visit to Rock & Brews in LAX Terminal 5 left me with mixed feelings, as the dining experience fell short of expectations, particularly given the price point and the airport setting. Upon arrival, we were promptly seated and directed to a QR code for ordering. This "self-service" model, which was only noted on a small sign by the water station that I found halfway through the meal, meant there was no opportunity to ask staff for recommendations or clarification on menu items. This can be a challenge if you're unfamiliar with the cuisine, and in an airport setting, efficiency and clarity are even more crucial. Our drinks arrived quickly after ordering, but without any welcome or interaction from the staff member who simply placed them on the table and left immediately. I had ordered a soda for my wife, as there was no option for water on the digital menu. We later discovered a water refill station, but it was not brought to our attention. My wife's soda was not refilled, and it appears there are no free refills available – which for an $8 tip, provided for essentially no service beyond dropping off a drink and food, felt particularly egregious. The food itself was a bit of a gamble. I ordered the fish and chips. The fish had a good, crispy batter, but the interior was a bit too soft for my liking. The fries, however, were a disappointment. Maybe about 25% of the fries had a good flavor and texture; a good portion of them were soggy and lacked flavor, and overall, they were a low point of the meal. My wife's "Oklahoma Smashburger" was a mystery. It wasn't a smashburger in the traditional sense, but the patty had a decent taste, enhanced by a tasty sauce. The quality of the patty itself was lacking, and the bun was noticeably not fresh. Her fries were also subpar. Throughout the meal, no one checked on us, and we had to get up to replace our ketchup. The combination of minimal service, inconsistent food quality, and a price point of $20-$26 per meal makes this a place I would not recommend or return to, especially when looking for a satisfying meal...

Firstly, imho, to ding this place for prices seems unfair considering all airport restaurants (and shops in general) do this. If you're a seasoned traveler then this is a given. I've been to this place a few times and it's been better than average service and food. Last time was one that could have turned this into a one star review had it not been for the management. My two toddler sons and I were waiting for our flight and had time to grab some food. Prior to this, we were held up at check in because of a misunderstanding with our luggage. So by that time my kids were very hungry. Anyway, we were seated and our would be waiter came over to check on the table next to us then left. Ok. At that point I had a feeling things weren't going to go well. In short he attended everyone (his tables) around us, but not once did he stop at ours. I got very upset, collected my kids and baggage, went up to him and told him I'd be making a complaint against him and that his ignoring us was inexcusable. His response was a very nonchalant "oh, sorry." So with that I go to the front and ask to speak with a manager. The gal that came listened, was very understanding, and (it seemed) went to call out the waiter. She asked us to please put in an order which she rushed for us as well as comped. A bad situation handled very well and more importantly my boys got the food...