Richmond BratHaus — Restaurant in Richmond

Extremely careless with dietary restrictions — be warned!! Today, four of us — friends who trusted the Google reviews — visited this place for the first time, and it turned out to be the biggest disappointment. All four of us ordered hamburgers, and right at the beginning we clearly told the server that we do not eat bacon and that bacon must be removed from all of our burgers. The server responded, “we can remove anything you want.” Two of us also chose the German potato salad as a side. However, it turned out that this salad contains bacon, and the server never warned us about it.

We waited almost 25 minutes for our food. When the burgers finally arrived, one of them was served with bacon inside, even though we had specifically requested otherwise. When we pointed this out, the staff offered to simply take the bacon out and bring the same burger back — which is completely unacceptable. We refused, and I ended up having to reorder a different burger from scratch. Later, I realized that the potato salad also had bacon in it, but unfortunately only after I had already tasted it. When I brought this up to the server, they casually said, “oh yes, it has bacon.” When I asked why we were never warned, they brushed it off with a simple “sorry.” I could not believe it. This could have been a life-threatening situation if I had a serious allergy. It could have triggered a health problem. It could have been a personal choice, or simply that I just didn’t want to eat it. The reason does not matter — it is my choice, and when it comes to food, that choice must be respected.

When my new burger finally arrived, I had specifically ordered it with French fries as a side. Yet it was brought out with no fries, only the burger. By this point our mood was completely ruined; most of us didn’t even eat our meals. We asked for the check, wanting to leave quickly.

We explained all of the mistakes to the server and also mentioned that the fries never came. The server promised to remove the fries charge and apply a discount for all the issues. However, when the check arrived, everything was charged at full price — including the fries. No discount whatsoever was applied. To make matters worse, no manager or responsible staff member came over to apologize for such a serious issue. The server simply wrote “sorry” on the bill, which after everything that happened was meaningless and unacceptable. After all these mistakes, the server shamelessly presented us with the tip screen as if nothing had happened. I honestly could not believe it.

This was careless and negligent service from beginning to end. If you have dietary restrictions or any health-related concerns, be very careful here — or better yet, skip this place. This restaurant clearly does not take such matters seriously, do not care dietary restrictions and does not even attempt to make things right.

Edit: After their reply here, I didn't hesitate to send them an e-mail with the receipt attached. But, they never responded and completely ignored the issue. This shows the same lack of professionalism and respect that we experienced...

First time here. The atmosphere is typical of bar fare. The service was fine. It was not super busy. Clean, and I liked that the windows could be open for fresh air. My husband and I got the giant pretzel. It was not quite what I expected. It was large but overpriced, in my opinion. It was a lightly golden brown and seemed like oil butter brushed on top to help salt stick. I like bread, so it tasted like a nice warm bread. I didn't care for any of the sauces. My husband did like the cheese sauce and honey mustard sauce, which had a nice sweetness but not my thing. We split the Carolina brat. It was too filled, so I took the coleslaw and brisket off. So I could eat the brat and bun without issue. The brat was juicy with a nice spiceyness from the jalapeño. I didn't care for the cheese in the brat. However, my husband liked it. The bbq brisket served on top was moist, not dry. It also had coleslaw on top as well. The coleslaw has a nice sweet flavor and tasted fresh. The pretzel bun that that brat was served on tasted great. It was slightly toasted with a little bit of crisp. I was expecting the giant pretzel to taste more like that. We also got the warm German potato salad. I don't feel it was worth the price for the amount. I also didn't care for it. It had a sweetness and was bland. The texture was slimy and seemed water down. I definitely will go back to try other items just because everyone's taste is different and has different recipes of how things are made. Fyi, giant pretzel better warm. It didn't taste to great cold by the time we got home. I...

So I stopped by here with some coworkers, Duffy and Larry, and the lunch was really great. All through lunch all Duffy kept talking about was how once he invested in stock with Cyrex and how they were bought out by IBM and how it should have made him rich and it didn't. He went on about how he bored some old college friends of his and their girlfriends to death the night this happened years ago in 1997 and how irritated they got with him when he wouldn't shut up about it. Thank god for the fact that he bought for the whole table that giant soft pretzel and all those dippin' sauces! Because I realized I forgot my wallet that day and that if I listened to his Cyrex stock market story and acted super interested, I could likely get him to buy me lunch... like he alwasy does Larry.. becuase larry literally worshops this guy... and guess what?!? It totally worked! I acted just like Larry and that everything out of Duffy's mouth was nothing but pure genius and he could care less that I forgot my wallet and bought us all lunch! Now I know all this garbage about Cyrex stock from 1997 that is anything but interesting... so much information about Cyrex stock... I need to remember 100% from now on to bring my wallet to lunch... but I at least have this YESMAN rutine I can fall back on if need be with Duffy and Larry. Larry probably doesn't really care what he says eaither so long as he gets his lunch paid... no, no, that dude genuinely worships Duffy......