The Abbey — Restaurant in Providence

First time customer, I walked in to place a take out order. The bar was full with people watching sports, there was a large party getting ready at two of the larger bar top tables and a couple tables occupied in the window and along the front. I sat towards the back after placing my order. I moved a couple times to give eat in patrons a table. I was waiting for takeout so didn’t need to sit. That was my first mistake. Apparently take out orders are put off for the eat in customers??? I’ve worked in restaurants and an order is an order processed in the order it is received not differentiated because of how it’s being delivered to a table or in a bag! Also I know styrofoam is less expensive take out containers but for what you serve not the best receptacle, cardboard boxes , even small pizza boxes would make your take out better. Our mozzarella sticks were so overcooked the cheese was nonexistent, the onion rings were over battered so all you got was a crunchy batter no onion taste, I order both burgers medium rare, one was raw and the other medium well, couldn’t eat the bun as it fell apart and the bottom was quite hard on the “jay burger” I definitely got a cup of chili not a crock as it was just ok more mushy beef than hearty chili. The fries would’ve been good but styrofoam made them plastic tasting. The coleslaw was nice and fresh but needed a little seasoning. Best part was the hidden pickle. I explained to the waitress that I wasn’t upset with her she has no control of kitchen, but they definitely need to rethink how they treat all customers not just the table dwellers. I was never told it was over an hour for takeaway and when I explained to the woman who must be the cooks wife or part owner that an order is an order and I’m sorry he’s (the cook) losing his mind but I was here before the 2 tables I gave a my seat to and it wasn’t acceptable. She just brushed me off said I’m getting yours out now…no offer of any type of apology just reiterating all take out is an hour plus! I walked in sat down, waited patiently I was not an online order or phone in! I was a physical person treated totally out of line and I paid the same as the seated tables! First time, last time! My service 1 star is not for the waitstaff their working their hearts out! Food is a 2 star because potential is there, the 3 star atmosphere is because the place itself is a great sports bar vibe with keno...

We recently visited The Abbey for lunch and drinks. We sat at the bar, ordered entrées, shared an appetizer, and enjoyed some mixed drinks in a lively atmosphere. Overall, the food and bar experience were good however the customer service and experience with management need serious improvement and training in interpersonal communication skills.

The issue arose when it came time to pay. We presented both a gift card and a debit card, only to be told—at that moment—that gift cards could not be accepted due to a new system. While this is completely understandable, it would have been helpful if the staff had communicated this upfront, either with a sign on the door or a quick mention upon seating.

When we raised this with the manager, the conversation became unnecessarily difficult. Rather than acknowledging the oversight, she responded by saying things like, “Most customers don’t have a problem when this happens,” or “Come back in a week or so and you can use the gift card.” The comparison is flawed: a gift card is a form of payment, and just as restaurants inform guests when they are operating on a “cash-only” basis, the same courtesy should apply here.

My concern was, what if we had only brought the gift card that day as only form of payment ? How would the situation have been handled? After some unnecessary back-and-forth, the manager eventually honored the value on the card, but only after asking us to prove the balance ourselves and noting that she had “been burned on gift cards before.” That type of response comes across as dismissive and accusatory of us passing a dead card, and puts the burden unfairly on the customer.

In summary: Food and drinks were good. The bar atmosphere was enjoyable. Customer service in handling the gift card situation needs improvement.

Recommendation: Communicate gift card limitations proactively and avoid debating or gaslighting customers when issues arise. Don’t make it sound like you are accusing us of using a fraudulent gift card. A little more empathy and professionalism would have made us want to...

We went back to the Abbey for the RI Food Fights burger contest and were excited to see it on the list again this year! The burgers are a little pricey (but we had the coupons) but they are also not your average burger! We had the Honkey Tonk and the Roadhouse and they did not disappoint! The fries served with it were delicious and nice and hot. If you're going for one of these deluxe burgers I'd recommend coming hungry. We would go back even without the coupons.

A few notes that did not matter enough to detract any stars... I'm not sure if they have air conditioning or if it just wasn't on. It was not uncomfortable in there, but was probably about 78 outside. Ceiling fans were going and once the door was open it helped a lot.

It wasn't super busy when we went but it is definitely a place that gets loud even when half full (which shouldn't be surprising for a burger and beer bar).

They have a pretty long list of beers on draft and cans/bottles which we were also looking forward to, but when we went it was not a good variety if you are not an IPA fan. The list seems to change periodically since they list the beers on deck.

When we walked in there was a sign that said they were currently cash only. Not sure if that was a one day thing or not, but doesn't hurt to be prepared since most people don't seem to carry cash these days, or at least enough to cover the tab.

Overall, we had a great experience, the server was great, and we...