The Tap House West End — Restaurant in Rochester

Went for dinner and it was really busy, but the way was 20 mins so not bad at all!! It was a beautiful night, so we can wait outside.

It only took 15 mins for us to be seated. My wife and I had a lot of things to talk over so we just started with drinks. Our waiter was awesome and very patient on getting our food order, but did continued to stop by and check in on us.

Our food arrived and it was delicious! I wanted something on the smaller side so I got the Steak Quesadilla. About half way through the meal, I found a foreign object in the middle of the steak & cheese. Nothing gross, but something commonly found in the kitchen atmosphere that must have fallen and got mixed in. It was brought to our waiter’s attention and he began apologizing. They offered a complete new meal, but I denied the need for a fresh meal as the object wasn’t anything gross like hair, or a bandaid, or anything of that nature; but simply something that happened to be in the wrong place at the wrong time. Things happen, no big deal. Our waiter took the object to the manager and the kitchen. The cook and the manager both came out and apologized. The issue was MORE than remedied on the back end of our visit and they were truly sorry.

We had been here a couple of times previously and have NEVER had any issues and the food and drinks are always on par. The drink menu is endless and there’s always something new to try. It’s a great place for a quaint romantic dinner (ask for the circle booths) or a great get together with friends.

With the mishap, normally would be a 1-2 star review but their customer service recovery & reconciliation was above and beyond. 5...

I messaged Tap House privately on FB to allow them to reply, but my message was read on 6/10 and ignored. My experience: I made a reservation for 6/1 to celebrate my birthday. I called back a couple days later to add one more person to the party. They couldn’t find the reservation but luckily still had room to get us booked. We were sat in the blazing sun with no shade or umbrella. The worst part of it was our waitress kept walking by us as our water glasses were empty. After 20 min of feeling ignored, I finally caught her walking by and expressed our concern of feeling forgotten about. She didn’t apologize but offered to take another drink order for us. A couple minutes later, another waiter came by and let us know the kitchen is very busy and food should hopefully be out soon. We later learned this was a manger. Typically managers introduce themselves. We would’ve liked to express our concerns so far had we known who he was. After 50+ minutes, we finally got our food, except for my girlfriend. She had ordered a steak salad which came out as we were about halfway done with our meals. Fortunately this did get comped. This was the first day you reopened for service so we understand there are hiccups. What we couldn’t justify was the fact that there were no apologizes, a manager never once came to ask how were doing, except to say the kitchen is busy and not introduce himself. And when it’s 85 degrees, sunny, and no shade, we should never have an empty glass of water. The food was good but at this point, we do not plan on returning for a while (if ever) especially after my private message being ignored. Super disappointed in...

Management is out of control-and not in the customer’s favor.

I stopped in with my son for a post father’s day (2022) get together. We sat at a high top near the bar side. There were two large TV screens in operation; both screens were playing the same college baseball game. No one was watching. I know this is not a sports bar but I thought it was reasonable to ask the server to request that the Stanley Cup Final game 3 be put on one of the screens. She returned shortly: “he” (the manager/bartender) couldn’t do it and he was too busy. I went up to the bar to talk to the manager. (maybe I could help him find the channel ?) There was practically no one at the bar. After I had stood there for some time, he approached me stating: “Can’t you see I am busy?” We stayed another 20 minutes and left; he never put the NHL game on.

Server and manager referred me to the owner/manager to call with any issues. I called her the next day. I thought she would find it helpful in running her business to know the issues. After cordially relating the above sequence, she thundered: “Once the server told you he (the manager) was busy you should never have talked to him!” The whole issue was my fault. Stating that he is one our “kindest” bartenders, she did not believe anything I was saying. Within ten minutes of the conversation, she hung up on me.

We...