Eagle Brook Saloon — Restaurant in Norfolk

I grew up in this area and bring my family to the Eagle Brook every year when I visit. We go with another couple and their son and usually drop about $200 on food/drinks and leave $50-$60 tips. Tonight's experience was TERRIBLE. For context, the restaurant was 1/3 to 1/2 full, and our waitress had two tables. The waitress, Mikayla, took half the table's drink order and walked away. When she returned, she brought my son a water (he ordered a sprite), and was rude when I asked why she hadn't taken the full table's drink order at the same time. Not a big deal, but certainly a foreshadowing of the service to come. She took our food orders, left the menus on the table and it took nearly 45 min. to get our food. Some of the food we ordered came; it was all given to my husband and she held the next plate of food until he realized that he was supposed to pass the plates around (?). The steak tips were charred to a crisp, the "mashed" potatoes were barely warm and barely mashed, and neither my husband nor my youngest son got their food AT ALL. After 15 min. without being checked in on, Mikayla passed by and I called her over. I asked where the other food was, and she said that my son (4 years old) only ordered mashed potatoes (not true, my husband ordered the baked chicken dinner for him), and said that my husband didn't order anything for himself (what?!!). After our friend told her that my husband ordered the same thing that he did, she turned, didn't apologize, and walked off. About 10 min. later, she returned with a dry chicken breast that was literally baked in the oven with no seasoning (not even salt/pepper) and my husband's stew. Again, no apologies. A couple of us ordered another drink so that my husband and son could eat their dinner, and she never checked back in on us. As she was walking by, I asked her for the check - she did not even turn around, but did bring the check shortly thereafter. She finally said that she was sorry for the mix-up, just in time to get a tip. Sorry, Mikayla, that wasn't enough to rectify your service. The dry chicken breast was comped, so we tipped her the amount that would have cost - the tip she received fully reflected her service. Our group was standing in the parking lot to chat a bit, and Mikayla ran out with the bill in her hand to say "thank you" - not sure what she was looking to get out of that interaction, but she was obviously angry and her thank you was sarcastic. Eagle Brook, I look forward to when you are able to hire more mature staff who understand that folks are willing to drop a decent amount of money on a tip for...

Terrible experience tonight at Eagle Brook. We hadn't been here in 5 or so years but used to frequent it often. It was off to a horrible start tonight. We got there at 5pm and we're told 15 min wait. It took 40 minutes to be seated. The waitress came and took our drink order. She brought the kids drinks a couple minutes later but then went MIA for the next 20 min. She finally came back ti take our food orderand realized she hasn't brought our drinks so she finally went and got them. She admitted she forgot. We ordered our food: a soup, kids meals, and pizzas. 30 min or so later she brought the kids meals. 10 min after that she brought the pizzas and I asked where is my soup. It was clear she forgot (but she didn't own up to it). We also asked for ranch and Buffalo sauce. She came back a few min later with ranch and Bleu cheese. No soup. I told her forget the soup at this point and we asked for buffalo, not Bleu cheese. We were there for over 2 hours and experienced terrible unapologetic service. The one positive was the soup. I still wonder what that spicy broccoli cheddar soup would've...

Ordered french fries with cheese bacon and jalapenos and was charged for the price of poutine, which is 2.5X higher in price. When we asked server about why we were charged so much we were told owner and or Manager said to do so. We still expressed our concern over price and was offered to speak to Owner an or Manager which we wanted. The server came back and told us "I don't know what to tell you", meaning the Owner and or Manager couldn't be bothered. Obviously this told us our concerns were invalid and a waste of time. We then said screw it because clearly open dialog wasn't gonna happen with Management and paid our bill and walked out. I will not be coming back after this disappointing experience and don't recommend anyone else to patreon this establishment. This restaurant has been sold according to our server and can only assume our bad experience was do to them not caring about customers or their valid concerns about overcharging. If you value your hard earned money, then you are better off visiting an establishment that actually values...