The Loft Restaurant & Pub — Restaurant in North Andover

Sept 18, 2014...this is a NO STAR review, as you must select a start to post...."New Menu" is extremely disappointing as previously when ordering "Baked Haddock" the dish was a full meaty piece of Haddock filet with fries and cole slaw. New menu offers Haddock Cassarole (rice pilaf and veggie) $10.99 and Baked Haddock (steak fries and cole slaw) $12.99. Asked for grilled asaragus to replace the french fries for addt'l $2.00. Both Haddock plates ordered received a measly 1/4 piece tale end with hardly any fish meat (very thin), rice pilaf with one plate having green/yellow greenbeans and one with 4 pieces of grilled asaragus! Then the guys dishes: Fish & Chips consisted of 3 small pieces of breaded fried haddock on top of a basket of steak sytle fries and small dipping sauce style cup of cole slaw (very watery/runny). Steak Tips & Fries (ordered rare) arrived with the 3 smallest steak tips (suitable for a kids meal portion) that were cooked "well done to over done"! Needless to say that plate was rejected as this person never sends back a plate or re-orders anything different if they can not get the order correct the first time. Eventually the Manager "Mike" (started in Jan 2014) stopped by to apologize for the over cooked meal. We proceeded to explain the disappointment of all the meals as the portions were extremely small for the prices being charged. He apologized for the disappointment and offered desserts on the house. As we all just wanted to leave as our friend still had no lunch to be eaten, the manager stopped by to inform he removed an addt'l $20 off the bill and hoped we would return again. When we received the bill to our dismay the Steak Tip meal had not been removed but the $20 credit was applied. We complained as all 4 of us felt we should have not been billed for a meal never eaten or accepted because it was not cooked to order and where the manager advised he removed an additional $20 for our disappointment in the other meal sizes. Manager Mike never returned to our table but only removed another $5 from the bill. Needless to say we still had to pay for a meal never eaten not to mention we were billed $12.99 per Baked Haddock plate that contained the "lesser value" price on the Haddock Cassarole dish. Sadly to state we will never step foot into this establishment again, as it has been an iconic establishment up until this time. PS: the waitress kept apologizing for our disappointment in the portion sizes yet she never apologized for approaching other table that had been seated after us...and she had yet to arrive to our...

My first visit was two weeks ago with a friend and the food was great. We returned yesterday afternoon and ordered the same exact thing and it was HORRIBLE!! The well done burgers were pink. After being sent back because they weren't cooked the way we ordered, one STILL came back pink in the middle. While we were waiting for our burgers to come back out, we noticed our lobster mac and cheese smelt extremely fishy, almost unpleasant, but we could only find one tiny chunk of lobster meat and no claw like there usually is. My first time trying the lobster mac and cheese was two weeks ago and it was amazing. Last night I didn't even taste it (my friend did), we noticed it looked NOTHING like the last time we had it so we mentioned it to our server. He says they weigh out the lobster and the chuncks are really tiny. We assured him that we've ordered the lobster mac before and the lobster pieces were never so tiny that you couldn't see them. The manager then comes out with ZERO customer service skills. Which surprised me because my first time there, he made it a point to visit a customer that was sitting upstairs for the first time and stood there talking to the couple for 15 minutes. He came over to us and said "I don't know what to tell you, they weigh out the lobster and I can see the lobster in there". As a former manager in food service I was APPALLED by his response and his poor "you're lying" attitude. The manager and cook need to brush up on their Serv safe and the manager needs training in customer service. Second and last time...

The booth upstairs needs repairs. We sat down and sunk in. By the time we left our backs ached. Server came over asked us our drink decision which we gave when she came back she asked if we were ready to order we states only our soups for now which were onion soup and chili. She said she would be right back with corn bread and rolls. We waited quite a while never got our roll basket till the soups came. We told her we would give our entree order in a while we did not want to be rushed. Onion soup was so hot you could fry an egg in it. We had to take off the bread on top and put ice in it to cool it down. My husband burnt his lips on the first sip. Took him over 20 minutes to eat. My chili had cheese and onion on top which I did not ask for and when we got the bill you charged us for it. Build a burger states to us it is a plain burger with nothing at all on it and u build. Your creamy cheddar cheese is cheese wiz...and after we ordered what we wanted which was just peppers it came with lettuce onion and tomato which would if been fine and we would not if had to pay for peppers. When i got my Reuben I asked for water which I did not receive till I asked 20 min later and could not finish my meal until I received my drink. All in all it was a not a very...