Garnett's — Restaurant in Richmond

Background: I was diagnosed with Celiac last April and have had a tough time finding places to eat where I feel safe. I found Garnett’s Cafe on the Find Me Gluten Free app, and it had wonderful reviews! I checked out the website and was so excited to see an entire page dedicated to the efforts the staff takes to ensure no cross contamination.

I was visiting my family in Richmond this past weekend and decided to treat everyone to sandwiches. I placed my order online, selected the GF option for my sandwich + noted that I have Celiac, and drove 15 minutes there and 15 minutes back to get everyone’s sandwiches. The cafe is so cute, and the employees very kindly told me that they were still working on my order when I got there. The chef was warm and welcoming. I noticed that the lady working put all of the boxes of sandwiches in one bag with the exception of one (that she put in a separate bag) which I figured was my gluten free sandwich. When I got back to my sister’s, I couldn’t find my sandwich. The sandwich in the separate bag was a normal sandwich that my boyfriend had ordered. I figured that the box at the bottom of the filled bag was mine because the bread was unlike the rest, however it was not at all what I had ordered (I ordered a gluten free Manny but received what looked like GF bread + spinach + tomato + cheese). I called the cafe and informed them that my order was incorrect and that I was also worried because I wasn’t sure it was the gluten free sandwich (it was packed with the rest, wasn’t labeled, and was not filled with the ingredients I had ordered). The employee told me that the the chef was new and that they are busy. I asked if the chef was trained in avoiding cross contamination with gluten, and she (rudely) assured me that he was. The employee said that I could some back to get a new sandwich or I could get a free sandwich the next time I placed an order. I expressed that this was frustrating because I was leaving town the next day and am rarely in Richmond and that I had just spent 40+ minutes (15 minutes to drive there, 10+ minutes waiting after it said it was ready, and 15 minutes to get back) to get a sandwich I didn’t order and to be worried about cross contamination. She did not apologize, offer a refund, etc. I drove back to get the correct sandwich, however my boyfriend went in to get it for me. The employee told my boyfriend that I was extremely rude and that I called them incompetent. This is absolutely not true - I simply asked if the new chef had experience with avoiding cross contamination (because I was worried and did not want to get sick). My boyfriend then went to open the box to check if the order was correct and said that the employee was extremely offended by this, placed her hand over the box so that he would not open it, and said “the order is correct and there was not cross contamination.” I found this to be extremely unprofessional. The sandwich did end up being wonderful and my family enjoyed theirs, however I did get sick the next morning (this could have been from several factors - I cannot guarantee that it was from the sandwich). Although the food was wonderful, it was overall a terrible experience and I will not be returning when I am back in Richmond.

EDITED on 5/18/2023 - The owner reached out to me and sent me the kindest, most thoughtful e-mail. He and his wife, Kendra, take food allergies and intolerances very seriously & were extremely apologetic that I had the experience that I had. They refunded my order and sent me a gift card. I visited Richmond again a few months ago and stopped by Garnett's again. I had an INCREDIBLE experience. The employees were very sweet and ensured that my meal would be 100% gluten free. It was, and it was DELICIOUS! Thank...

On Monday, September 10, 2018, I hit rock bottom at the age of 34. My wife handed me the divorce papers in the parking lot of my daughter’s middle school that morning. In just a matter of hours, I didn’t know when/if I’d be able to see my child again. My wife and I spent the afternoon arguing in circles around the kitchen table. It wasn’t until I heard the details of her affair that I was able to accept that she was no longer the woman I’d married.

As soon as my wife left to pick my daughter up from school, I was on foot to the liquor store. I didn’t care what happened to me; I was going to drink until I couldn’t feel anything.

Suddenly, I was standing in the park across the street from a sign that I’d never noticed before. We’d been at the house on Hanover for six years at this point and I supposedly knew the area. I must have walked by that corner hundreds of times, but I had never seen the beating neon red and green “open” sign in the window.

I opened the heavy blue door and stepped into Garnett’s. As the warm air filled my lungs, I was overcome with the sense that I was making the right choice for the first time in my life. While Garnett’s beer and wine selection was (and is) exceptional, I found myself ordering a bottled Coke for the first time since I was a young boy.

I rarely speak in hyperbole, but I will fistfight anyone who disagrees that the Tuna Niçoise is the best sandwich in Richmond. I’d long since given up on finding a restaurant that made pickled green beans to rival my mother’s. I couldn’t believe how quickly I cleaned my plate, or how full and content I felt afterwards. I’d long since given up hope that I’d be able to find joy in eating again in my lifetime.

Over these past 6 years, I’ve met more kind and hardworking Garnett’s employees than I could count. Many of the young individuals who I’ve had the pleasure of speaking with have moved on to affect the world in profound and beautiful ways.

There’s been a certain extra sparkle to my Mondays in recent months. Francine, Noey, and Quion are some of the brightest young people I’d had the pleasure of meeting. Being able to spectate on their hard work and communication gives me faith in the younger generation.

Since that chilly September evening, I’ve only missed my Tuna Niçoise on two Monday nights. Truthfully, I wouldn’t be in Richmond to this day if not for Garnett’s. Even more truthfully, I probably wouldn’t be alive. Garnett’s should be on the itinerary of any visitor seeking to truly understand the reason that Richmond’s heart beats so strongly.

It’s nothing short of a miracle that I haven’t taken a single drink since that fateful Monday in September. My daughter moved to D.C. with her mother shortly after the divorce, and I know I can never undo the harm that I caused both of them. It was the greatest honor of my life to take my daughter for dinner after her first day of class at VCU this year. I’m assuming you can guess...

No service, no detailed review. It's hard to remark on less than unremarkable service, namely the difficulty in getting an order placed after being put on hold indefinitely. This isn't the first time I've had negative experiences and I've come to the realization that my experiences will continue to be underwhelming or never manifested from the start. It's been years, Garnett's, but I'm trying to find a restaurant that doesn't leave me on hold forever without explanation. I'm sure there's a place out there with friendlier waitstaff and better blackeyed pea salad. Don't even get me started on the waitstaff from a few years back. I just started giving this place another chance, and within months, I'm disappointed. It's over.

It's not me, it's you. I've given you chances, Garnett's. you just never seem to want to be better.

So long.

Edit: Thanks for the response from the owner. I'm surprised they weren't "too busy" to read this review. No worries, it didn't take me long after posting this to grab lunch from a place that actually acknowledged my inquiry. Judging from all the rave reviews y'all get, there's no incentive for your customer service to see any improvement.

Best wishes, but I just don't personally feel like I should have to subject myself to lackadaisical service practices if I don't have to. It's just what I've come to expect from Garnett's over the years....