Carolina Grill — Restaurant in North Carolina

After moving ourselves and my mother, back to her home state of North Carolina, my husband and myself have spent our weekends exploring the surrounding area. Today's trip was to New Bern. After exploring historical downtown New Bern, we were both ravenous and seeking a wholesome meal. After driving around for quite awhile and finally crossing the bridge to James City, we settled on the Carolina Grill, due to the vast number of cars in their parking lot. One thing we have learned during our travels, is to look for the place where the locals eat and this is obviously that place.

Upon entering the restaurant, we were immediately greeted and seated. The restaurant has booths, tables and a bar. The decor is tasteful, simple, and very clean. The atmosphere was very peaceful and relaxing. A review of the menu presented a inexpensive mix of steak, seafood, and down home Americana food. We ordered fried mushrooms as an appetizer. For the meal, I ordered the hamburger steak, with brown gravy and mushrooms, a vegetable medley, and French fries and my husband ordered a Ruben sandwich with mac and cheese. Our food was absolutely stellar, portions were large and several items were homemade. The vegetables were fresh and my crinkle fries were without the weird spice or coatings that everyone feels the need to use these days. My husband's sandwich was a little light on meat, but the meat and toppings covered all portions of the bread, not just in the center, and there was enough meat he could taste it thorough the condiments. The meat was lean and tender. The mac and cheese was homemade, with a lot of cheese, and the noodles were firm, as if just cooked, rather than the cheese mush you get elsewhere. We both left very full and were pleased with our food.

Our server's name is Francis, (not sure of the spelling), and she was an absolute joy, who gave us a 6 star restaurant experience. When we were seated, Ms. Francis was helping another table, but took a moment to acknowledge us and to let us know she would be back shortly. Before bringing our beverages, she asked if needed any of the appropriate condiments. Before the appetizer arrived, she brought small plates and extra napkins. When delivering the appetizer, she asked if we needed extra dipping sauce or needed anything additional. When she brought the requested gravy, she brough some for each of us without being asked. When delivering the meal, she brought all of the necessary condiments and enough of them, we didn't have to ask for more. Finally, she noticed when we needed a refill on beverages and checked on us often enough to be helpful, but not so much it was obtrusive. We wanted for nothing and had to ask for very little, because we Ms. Francis had already given it to us.

My husband and I have traveled all over the world and we have eaten at restaurants from Alaska to the Dubai, from the small hole in the wall places to five star restaurants. We have never had service like this before. Ms. Francis made sure we were so well taken care of and cared about, that our dining experience here surpassed that of our most expensive meals. Honestly, there are five star restaurants that need to send their staff here for training. Scrumptious food, served in a manner that literally makes you feel like family.

This will not be our last trip to this restaurant and I am sure we will be making the hour drive frequently. The food, the service, and the atmosphere is worth it....

Worst customer services ever I’ve moved to New Bern, NC (Taberna in James City) about two months ago from Charlotte, NC. Carolina Grill is close to where I reside and I’ve dined there multiple times along with placing take out orders. Today around 3:30, I went to Carolina Grill solo and asked the waitress if I could sit in a booth on the left side of restaurant and on the opposite side she recommended. The restaurant wasn’t busy at all and there was only one patron (female) sitting in a booth on that side. The waitress hesitated in seating me, before getting an approval from a female cohort. The waitress took my drink order (water/lemon), which was received in a timely manner. She proceeded to take my food order, but I informed her I wanted to see the specials listed on an erase board at the entrance area. I was interested in the chicken special in which she provided details of the dish twice, but I opted for the seafood combination (fried flounder/shrimp), broccoli and coleslaw. The waitress tried to rush me to order. I would say the food arrived within a normal timeframe. I immediately asked the waitress for hot sauce (Texas Pete) and she confirmed my request. Well, this is when things went downhill. Waiting on the waitress to return with the hot sauce, I noticed not receiving any cutlery or a straw for my drink. I waited and waited thinking she got held up with another table. I finally got the attention of the young guy/young girl at the entrance area. The young girl provided me a straw from her pocket and got me both cutlery and hot sauce. The waitress that initially took my order still hadn't returned. I would say over 10-15 minutes. When she did come to check on me, she was without the hot sauce. So, I asked her if she had forgotten me and the hot sauce. It’s like she didn’t remember serving me, very strange acting. She seemed offended when I brought it to her attention and she rudely said “you have it.” I had to remind her that she didn’t bring it and that I had to get someone else to serve me. She walked away never apologized nor taking accountability for her negligence. I never raised my voice, caused a scene nor tried to embarrass her. Her behavior towards me was inexcusable, unacceptable and the worst customer services I’ve ever encountered. I ate a piece of fish, couple shrimps and broccoli. I seldom eat fried foods only seafood occasionally when it’s hot. It was warm and no longer appealing. I lost my appetite and had the remaining boxed up.

So, another young lady came to my table to see if everything was okay. I attempted to explain that I was going to provide a tip to the young lady that provided me great customer services not the waitress that took my order initially. She was like “ I don’t want your tip” in a loud tone. I tried to reiterate the scenario, but she became rude and walked away. At this point, I was like what the heck is going on and felt other patrons were now focusing on me. This was unnecessary and uncalled for.

The young lady that served me was polite, respectful and provided excellent customer services and deserves a wage increase and a leadership position. She’s a role model for others to look up to.

I will never again dine at Carolina Grill and will share with others about my dining experience.

My background is in Human Resources Development/Change Management. What I recommend is extensive customer service training...

Not Happy here. NEVER AGAIN. Went for a lunch with my Mother who is hard of hearing, our waitress was short with us, not very friendly, our food was warm and okay, certainly not as good as the prices your paying, we both had the pot roast, and mine didn't have a lot of meat, so I'm honest here, I ordered a second plate, which came very loaded with hot food about the same portion of meat, a large amount of okra, yeah I eat that, the steamed broccoli tasted rather old didn't eat all of that. We both ordered top shelf margaritas which I will admit was the high light here, those were good, 15.99 good, yes, at least the ones we had, but it goes down hill from that. THEN my Mother starts to feel sick, then very Sick, going to throw up sick, she has bad knees and a cane, the waitress didn't care, had another waitress to finally bring some water, my Mother didn't even touch her second margarita nor did I for that matter, when she got sick I stopped eating, waitress only cared about us paying and when she brought the bill, $105.46 Dollars!! FOR LUNCH, Fine, but I'd like the margarita removed from the bill, it wasn't touched.. NOPE, waitress wouldn't do it, Even though, removing it I'd be paying still $90 oh actually it would have been more with some kind of tip, she wasn't going to budge, wouldn't take anything off to help out, Mom meanwhile, is white as a sheet and dry heaving holding onto an empty glass, the waitress was just mean, rude and downright hateful, it was truly a horrible experience, and if I can help it, I'll NEVER COME BACK, AND I ADVISE ALL OTHERS TO STAY AWAY. No care or concern for my Mom, high priced food that isn't worth it, could have gone to Long Horn for that much I paid would at least be worth it. The Rude nature of the waitress is what did it. No care, just pay and leave. Never again Carolina Grill, so long bye bye. Shame too, family had been going here for years. Go to long horn, you'll pay the same, the food is better and the staff cares a LOT; TON more!

Pictures are of not busy, no staff around when I needed water for my Mother, the place was nearly dead, and the dreaded margarita I asked to remove from the bill while Mom was gagging, bad waitress, Wow, No, --- Nope never again, at lunch hour and I dropped $105.46 For Lunch!! For 2 people!!! Carolina Grill, you...