Austin’s Grill — Restaurant in Mentor

First time at this restaurant and probably my last. From the begining. .. We made reservations and arrived on time. The young man at the counter was very shy but pleasant. He sat us in a booth that we could not sit in due to the sun beeming in the non curtained window. We were moved to a better spot but before a very angry looking woman, later described as the manager asked him what he was doing and asked in a mean tone" Do they even have a reservation " he responded yes and we were seated. We ordered a few drinks which took 10 min to arrive. We then ordered our meal. Bread arrived at the table which looked amazing and was warm, well at least the outside. The inside was ice cold. Out meal arrived and 1 out of the 3 plates was ok. The pork.chops were very good but the baked potatoes was watery and the mac and cheeze was gritty.. My wife ordered the brisket which she described as boiled tasteless pot roast. This was returned. My father ordered the 62.00 cowboy steak which as described was marbled. Mostly fat. The manager came over and acted put off that my wife did not like her meal. She explained it tasted like boiled meat at which time the manager , very offended, stated its not boiled its smoked for 5 hours then reheated in au jous. The general atmosphere was very pretentious. Neighborhood steakhouse should have a warm feeling. The air was thick and no staff member was smiling. The manager kept barking orders to the staff. It looked like everyone drank pickle juice before the doors opened. Sour faces and no energy. I told my wife im.glad we don't work here everyone seems scared of that lady and was walking on tip toes. 150.00 later, after the boiled meat was taken off we left. My wife still hungry, changes need to happen here or this...

Update: Nancy the GM called us within 5 minutes of posting this review to make it right! I am so impressed..no one bothers to do that! She offered to do whatever it takes to make it right. I told her I did not want a refund because we ate the food. She pleaded with us to come back so they could make it right. That is an offer I cannot refuse, so we will. Adding back a star for her awesome attitude! No one does this. I hope they can resolve their issues so we can be raving fans. We want to love them. They seem to care, so let's give this another shot...

Previous post: We wanted to love Austin's Mentor as we do Austin's Mayfield. Here's why do don't. Forget the ribs...Ribs were VERY dried out with very little BBQ and over-cooked. Had to add a lot of sauce at home. Forget the grouper sandwich...For $14 I expected a gourmet sandwich but what I got was 3 TINY pieces of fish (about 4-5 oz.) between a plain white bun with nothing else. Naked sandwich. I had to add pickles, lettuce, and cheese at home. Only 3 steak fries. Steak fries were the best part of our meals...very good. Their $14 grouper sandwich is a very petite portion, not comensurate with the price point. Order website was also problematic - no receipt, no acknowledement, no pick up time. Tip options are 18% or nothing. We had not patronized Austin's Mentor in months because of previous disappointments including a very greasy burger that was mediocre quality. So we gave them another shot tonight only to be disappointed once again. You have to give, in order to get (customers). Skimping on your customers is a symptom of failed management and results in failure. Austin's doesnt get this basic principle of customer value. Too...

I traditionally love Austin’s Grill. However, yesterday was a disappointing experience. I arrived at Austin’s Grill with a friend who drove from out of town (Columbus). It was very busy than I have ever experienced. I was I informed that I needed a reservation and there was an hour wait to be seated without a reservation. The host and hostess offered to me and my guest that we could sit at the bar if there was seating available and wait for a table. I had expressed that I was the Bestfriend of the Chef and if I could sit at the table across from the Host station and wait? The front house manager walked over to me and my guest and spoke with indignation saying No! The waiting table was not part of the dining area and he ramped and raved that we needed a reservation and that his kitchen was at full capacity and it would be 1 hour and 45 minutes before we could be seated! Customers who had reservations were walking in while he talked to us in the unprofessional manner. Then he continued to justify that he wasn’t just denying us a table he would tell anyone else that may walk in the same thing! His tone was unacceptable and very condescending. This was very humiliating for me in front of my guest. I did not want to name drop and go find the GM or enter the kitchen and complain to my Bestfriend (the Chef) how me and my guest were treated. So, I made the decision to leave. I have never experienced that type of unprofessional behavior at a 4.6 star restaurant and nor have I ever had that experience at any of the Austin’s Brand. This was such a disappointing experience. I will not...