Scratch Steakhouse And Lounge — Restaurant in Louisville

My husband made reservations for Valentine’s Day ten days ahead of time and the reservation was confirmed (with a fee of $20, non-refundable if we cancelled within 24 hours of the booking). We got a sitter for our little one and arrived on time for our 5:30 reservation, only to be told by the hostess that we weren’t on the list. My husband pulled up the confirmation text and email, only to find that it showed it was canceled 2 days prior, this was shown when he pulled up the website sent from the reservation confirmation, we were NOT sent any email or text telling us the reservation was canceled! In the meantime, four other couples entered the restaurant, and of those only one couple was on the list, this left us and 3 other couples who had reservations cancelled without any kind of notification! The 2 hostesses were young and extremely unprofessional, they looked like deer in the headlights and just kept telling us there was nothing they could do. We asked if we could speak with a manager and they told us he was in the kitchen helping cook because they were running behind. We asked if the hostess could let him know about the situation, she went into the back briefly and came back again stating there was nothing they could do for us. One of the girls said to the other that the manager (who is the owner) had cancelled “a bunch” or reservations for the day due to “overbooking.” So the manager/owner caused the problem, had 4 separate couples in his restaurant who had made reservations and then not been informed they were cancelled, and he didn’t even have the courtesy to come out and talk to us. I can’t believe how unprofessional the whole situation was. The girls at the front were too young and undertrained to be up at the hostess stand because they had no idea how to handle the situation, my husband had to prompt them on everything like requesting the manager. We then asked if we could receive a voucher for free dessert or drinks, or gift card to make up for the whole inconvenience, the girls said they couldn’t do that but that if we came back on another day and mentioned it to the server, maybe they could do that for us. That’s horrible customer service. My husband then requested to be contacted by the manager/owner the next day, one of the girls (I believe she's the owner’s daughter) took down his name and number… we received no call. So there we were on Valentine’s Day with nowhere to go for dinner. Even if we had known the reservation was canceled, it was canceled only TWO days prior! We wouldn’t have been able to find anywhere else that wasn’t already fully booked by then. There has been absolutely no attempt to rectify the situation. We will never come back to this restaurant, the whole situation was handled incredibly poorly and unprofessionally.

On a side note, for the prices this place charges, the atmosphere was subpar. There was absolutely nothing done to make it look nice for Valentine’s Day, no ambiance, no flowers or candles on the table. It’s not hard and there was clearly no...

So I have been to Scratch three times now. The first time, food was amazing and not one single complaint. Everything was on point. This was about 18 months ago. Second time. I got a filet, it was rare when I had ordered medium. They threw it back on the grill for me. Came back to the table cooked correctly. I got rice and Mac and cheese as a side. The rice was not edible! The mac and cheese was ehhhh to say the least. My wife got the filet oscar, which comes with medallions. Well done when ordered medium. Horrible experience number 1. And by the way, we were not compensated at all after our complaints to the staff and owner. Third time. Today. Appetizers, crab cakes and lettuce wraps were on point. My wife ordered short ribs hesitantly asking the waitress if they were really fatty. The waitress stated if they were, they would make her something else. I ordered the dry aged strip with a Caesar salad and mashed potatoes. My meal was OKAY. I definitely would not tell anyone the steak at Scratch is amazing. It’s very subpar for the price point. My wife’s meal however was absolutely wretched. I couldn’t find a piece without fat and gristle. The owner asked how it was and we explained it to him. He said no problem, what can we get for you. She ordered a well done burger. Pretty simple, right? Wrong! It came out barely cooked! The waitress even came by and said “wow, do you mind if I take you plate back to show them”. We obviously agreed and stated we didn’t want anything else to replace it. At this point we were just ready to leave due to the disappointment. We asked the waitress for our bill and when we recieved it, not one single thing was taken off. Mind you, my wife did not touch any of her food besides her appetizer. I asked the waitress why the entree was still on there and I was asked “well did the owner tell you he was going to take it off?”. Well no, but I would assume at this price point, given the mistakes that were made, you would not try to charge me for short ribs that were not touched and a burger you sent out as a replacement that also came to the table unsatisfactory. I would be ashamed as an owner! Needless to say, we will not be giving them any more chances nor will I recommend Scratch to...

My review is an accurate and fair account of the service and poor quality food received but keeps being taken down. I will continue to repost as Scratch earned and deserves this review as much as those by people that had a good experience.

Not good... weird hours and a bad overall experience. Burger was barely medium while ordered well done, lettuce was just veins,cheap frozen patty with no favor but a very large amount of salt applied to both it and the bun. Otherwise the sweetroll used was the only good thing I received. My wife's chicken Philly was decent but her bun was burned and dripping with grease. We both got the macaroni and cheese which was neither... What it consisted of included greasy rotini (hamburger grease but there was no meat in it) with hot sauce, chili power and Italian seasoning. It had such a thick coating of herbs and spices that you had to chew them. Jack and Coke was basically water but the glass of water ordered after that failure was actually good which is rare for restaurants in Louisville. Edit my wife and I had planned to give the place another shot but we have both gotten very sick directly after eating here

Before our meal was prepared the waitress and cook attempted to assist an extremely rude woman and her crowd of friends because she managed to get her license stuck between the wall and her booth. Before this they were eating while standing beside their booth, blocking the entrance and bumping into ours while shouting across the room to others. The server did allow us to move but I wish we had walked out at that point. We stayed because we live in Louisville and hoped to find new local restaurant vs driving to Canton, Alliance or Akron.

I like this location and the prices were very reasonable but the service, food quality and experience was very off-putting. Besides this we came for steaks and there was only one 8oz sirloin listed on the lunch menu as a Tuesday special. Maybe it's not obvious but a steak house billed for scratch made food should feature steaks and...