Rock & Brews — Restaurant in Ridgefield

Our family of 4 arrived around 5:45 to have dinner and were seated in Jen's section. We were not greeted in a positive manner, right off the bat the waitress seemed angry and short. The restaurant was not overly packed so I did not get the sense that Jen was overwhelmed, instead she was just pissed off and didn't want to be there. Jen took our drink order and brought our drinks just a few minutes later. Jen then took our food order, my husband and our son ordered the badass wednesday burgers and my daughter and I each ordered our own nachos with chicken. Food arrived very quickly, my daughter and I noticed that the nachos appeared very lackluster to say the least. Instead of nachos, it looked like a plate of chips, maybe 5 pieces of chicken on each order and a small drizzle of cheese sauce. My daughter and I barely touched our dinner and I thought that might clue Jen in that we were not happy with what we had gotten. Jen came to the table and I stated that our nachos were not good, there was barely any chicken and requested more cheese sauce to see if we could even make the nachos edible at this point. We sat and waited about 10 minutes before Jen brought back a tiny cup of some extra cheese sauce, just dropped it on the table and walked away. At this point, we just decided that we were not going to finish our meal and asked for to-go boxes. I thought that Jen may ask if we wanted something else or at a minimum offer to remake the nachos. My family has dined at rock and brews many many times in the past and we have NEVER experienced such poor customer service from a waitress, ever. Jen was unwilling to make it right and instead stated that she would just take the nachos off the bill if the manager (Joel) approved it. My husband and I had our players cards out on the table and I also told Jen that we were celebrating my birthday and asked if I would be receiving the 15% off that is advertised for your establishment if dining in on a birthday. I offered to pay for the nachos as my daughter and I had taken a few bites and I was not looking for a free meal. Jen came back with the bill and loudly stated "Well since you think our food is disgusting, we removed it from your bill and no you will not get the 15% off because we deducted the cost of your food." Jen then argued that you don't get a birthday discount, you instead get a free dessert. At this point I was not willing to go back and forth with such a nasty person over a birthday comp. Jen then slammed the bill down on the table and walked off. We left cash for the remaining balance due and left the establishment. My 2 children then revisited the restaurant to get a smores dessert about 2 hours later and they both stated that Jen was glaring at them the entire time they were in the restaurant trying to enjoy their dessert, making them feel very uncomfortable. This behavior by anyone in an establishment is uncalled for and extremely unprofessional. My recommendation would be that Jen find a job elsewhere maybe where she does not deal with the direct public as no one deserves to be treated the way she treated my family and apparently other customers that dined in that evening as well and had the...

I never come out to casino but decided to come out and celebrate with my sister and brother in law. Honestly, I would have rated this place a 0 if there was that option. They lost our gift card and then told us they were not going to issue us another one and expect us to be ok with that information. After asking them to just check cctv to see where she flicked the card, they didn’t want to and after asking for the manager, bartender told us no we couldn’t talk to the supervisor either. They really expected us to leave without our money and not do anything about it when they were the ones that lost it. We waited around for 30 minutes just watching all the bartenders trying to look for the card. They even went to talk to the guest service team and the manager and came back and told us they can’t do anything about the lost card. The associate didn’t understand why they could not check cctv and do anything for us. I felt so bad for the associate because she even offered to pay us back when she got her paycheck. I told her no she don’t need to do that and her manager should have came to talk to us to get this resolved. The worst part is that after all of this the manager, Britt walked by like nothing is going on and I randomly came up to ask her if she was the manager since she was the only person walking by with a name tag on. I told her we have a situation because you guys lost our gift card and she is telling us you are not going to do anything about it. Then she tells us yes she knows about it. Britt never even came out to handle the situation and had her associate came out to tell us that. And then Britt tried to call security on us because we were not ok with her decision. Worst call ever and experience in service. Being a district manager myself this was not appropriate way to even handle...

Never had such an awful experience as we did last night 7/3. First the bar area out by the floor. Awful just awful drinks especially for the gauging price. Then later go to eat in which told 25 mins Place was not busy. They said they had to clean tables instead of saying they are just short handed. Order our food (no drinks since those were awful). Splitting a pasta dish and SW rolls. Get our pasta dish no SW rolls come out. About 20 mins later waitress comes back and says ready for your check!?? Ww said you never brought the SW rolls. She then comes back 5-10 mins to say they had to make something so it will be awhile. Do you want to wait or have me remove from the bill or I can remove from bill and box up when they are done. We said room from bill, give us our bill and we don’t want them. Then she comes back out maybe 2 mins and has the rolls. We said again room from bill and give us the bill. Comes over and says that will be $42. Husband goes to pay difference then I said $42 for water and one pasta dish. She goes oh forgot to remove the rolls and then says she has to get a manager because she can’t give back comps. Proceeds to wait for the manger 5 mins or so later comes back and says manager is looking into what to do. So we just got up and left. First time ever never...