Breakwater — Restaurant in Monona

I have been here 2 other times for there fish fry and it's very good so we set up a date night me my wife and another couple to go have dinner we get there and the hostess says there are 5 groups ahead of you or you can sit in the bar for immediate seating so we had a nice table by the window so we could look outside the hostess gives our water's and menus and says a server will be right with you shortly 15 minutes go by and still no server so we go and ask a server and she comes to take our order now it's about 750pm we got there about 725pm so she comes and takes our order we all order fish 3 Catfish dinners and 1 cod dinner and a appetizer and 4 salads we put the order in and the server comes back to the table and says it's gonna be about 30 min wait we have a huge party of 20+ people there trying to get there food out we said no problem so 30 minutes from 750 is 820 give or take by 830 we still did not have our food salads or appetizers now I have been here 2 times before and it had never took this long ever so we stop a different server and say can we get our appetizer and salad they finally bring our appetizer and salad now its about 845 we have been here almost an hour still no food so I the server you know how much longer she says there is 2 order ahead of you 9pm I asked to talk to a manager je came over to my table and said so sorry for the delay but your receipts to your order did not print out until just now in the back so basically the server was lying to me about us having to groups ahead of us so he said I will comp your entire meal were so sorry I will have it out in less then 10 minutes, 915pm still no food I go back up there and ask to to talk to the manager which another guy came out and stated he was the owner and how can I help you I explained the situation we been here going on 2 hours and still have not received any food and the other manager steps in and said it's coming out now 930 still no food then the owner comes over and says your bill is $120.00 but I'm dropping it to $60.00 and we still have not received our food and the other manager stated that there are comping all of this we started to become up set you can tell he was very intoxicated trying to run a busy restaurant so unprofessional I had the worst experience ever I end up walking out at 945 and letting my wife deal with them and she said he was extremely rude and disrespectful, I'm not one to complain about this situation however me and my friend were 2 of 3 African Americans in this restaurant so not sure if this played apart or not but this was the worst time I ever had at a restaurant we ended getting all the food to go with no bill so we had to try and eat fish in the car so I definitely don't recommend this place maybe if you get a to go order but definitely...

This review was originally for 1 star, however I have changed it to 5 after being contacted by a manager and then the owner. Original review below.

Updated review: I once again ordered through their website, and the website did not state that their kitchen was closed, on Easter Day. After this happened, I got a call from the owner who not only took care of the charge, but comped our meal that I ended up buying at a competitor. This is fantastic customer service, and truthfully I am glad because we do like the food here and I was unhappy that I had decided to not order from them again due to the issues I had with the original order. I would also like to shout out to Amanda at Breakwater for being very kind and providing again - excellent customer service. Say what you will about their ordering system, Breakwater cares about how their customers perceive them and will do the right thing to ensure that customers end up having a good experience. Even if I do experience glitches in ordering again (which is unlikely as I plan to order over the phone the next few times!), I will stick with them as they back up their words with actions.

Original review: The website and Google stated that Breakwater was open tonight until 12. I ordered, the generic website took my order and charged my card. The order stated it would be ready at 1035 PM. I showed up and the place was closed, the door says they closed at 9.

Breakwater - please get your hours synced between your location’s door, what google thinks, and your own ordering website. I should not have been able to order at all, and more - your hours should be correct on your “own“ website. Revel is pretty lame, it doesn’t help.

Your food is always good, not knowing whether or not we are going to get it is not. If I have to call to make sure you’re open, you might as well get rid of...

The food was pretty good, not stellar but not bad by any means, I would say it fits the price range. The service left some to be desired which is why it's a 3 and not a 4. Their seating area wasn't busy at all when we first arrived, maybe another table but it took a while to get the food, which is understandable to an extent. We had asked for a bottle of ketchup when the waitress came back and she brought a very empty one, we used what we could and waited a bit for her to check in but she did not, one of our party (table of 6 nothing major) sought her out and asked for more, her reply was "I don't think we have any more in the back" I can only assume she didn't go and look as we didn't see her again until she brought the check. We sourced our own from another table as they were leaving. We had also asked if the large TV could be switched off of the news to the golf tournament, she said "I don't know but I'll try" and walked away, when she returned with our food did not have a tv remote and did not offer any explanation. Not changing a channel and not bringing ketchup are okay things! It happens, but I think an explanation as to why you cannot complete guests requests is a good thing to do when you are in a hospitality business. I mean nothing against her or the restaurant, it could've been an off day, or issues in the back of the house, my only suggestion is to ensure your staff are trained to provide a high level of customer care. I look forward to coming back and...