Firebirds Wood Fired Grill — Restaurant in Saint Charles

Beware of this kitchen!! I don’t ever give negative google reviews but I don’t like when someone tries to fool me into eating something I don’t want!! Thank goodness I’m not allergic to dairy but I am vegan, so I ordered an Impossible burger no cheese. It came with cheese on it. By the time our server came back to check on our table almost everyone was finished, but he was very nice and apologized and said he would bring me a new one. New burger comes out and my dad jokingly says, “That was fast, maybe they just flipped it over so you can’t see the cheese. So I flip it over and look and there is a perfect cheesy square outline underneath!! I’ve worked in the restaurant industry as a manger before and I don’t like sending something back once if I can help it but twice, AND possibly getting someone in trouble for trying to fool me… I really don’t want to eat what they give me after that!! So I said to the server that I didn’t want another. Then the manager comes out and apologizes and says he is taking all the meals off our bill. I told him again I don’t want another, everyone is completely finished eating, we just want the bill. Before the server comes back they bring me another burger on a plate. I told this new person I don’t want the burger, she asks if I will take it to go… fine, it’s going in the trash so I’m just tired of the awkwardness at this point! Then the server brings the bill, says “I know the manager came over and he feels really bad about what happened and this bill is just for your drinks”. We look at the bill and my mom’s pasta is still on the bill after two people told us that it would be taken off. We paid it anyways and left. I honestly didn’t expect him to take everyone’s food off but it was a nice gesture, so then to bring the bill and that was wrong too… we were all just laughing about it at this point. And there was a large party sitting near us and one of the young ladies was standing up walking around the table barefoot, trying on different peoples shoes, bending over lacing up her shoes, sitting down putting the feet up on peoples laps to lace them up. All of this was happening right in the aisle so there was no avoiding seeing this. I know this is by far not a fancy place and you can’t control what people do in your restaurant, but I feel like maybe they could have at least asked her to keep her shoes on, it was very...

This was our 5th or 6th visit to this St. Charles location. The previous visit have all been very pleasant. This visit just seemed to be a disaster from the very start. First of all, we were seated very quickly and that was the last good thing that happened. Once we were seated, we waited no less than 15 minutes before a waitress came over and asked if we'd been waited on. The fact we still had menus should've answered that question. Then she just didn't seem to want to have to wait on us. No pleasant greeting and zero pleasantries. She took our drink orders and our food orders, took the menus and walked away. A few moments later, another waitress brought our drinks. Upon receiving our drinks, my wife felt as though her drink was flat but since we didn't have anyone check on us, she just dealt with it. A few moments after the drinks were brought, still a different waitress brought our salads. Again, my wife had an issue with her salad being salty. I assume from the bacon but I don't know. The original waitress came by and saw my wife had placed her barely touched salad at the end of the table. She asked if there was anything wrong and my wife said yes, it was too salty. No apologies or offer to redo it but she just picked it up and walked away. About 15 minutes after that, our steaks and loaded baked potato came. We tasted the potatoes and we both agree they were both cold. I looked at my steak and it was heavily charred on top and tasted burnt. My wife ate a little bit of hers and felt the same. I placed my entire plate to the edge. I was done at this point. The manager came and asked about the food and I just said I needed the check. He took my plate and soon came back with a check minus my meal but still charging for my wife's. I paid the $55 and left. A man asked us on our way to our car how the food was and we replied usually it's great but it was definitely not great and well probably never come back. He pulled off and said he would go to Texas Roadhouse. Honestly after the wait, I should've done the same. The restaurant did not have a lot of people inside but it seemed like they had a lot of pickup orders. I don't know what the issue was but it's the last issue they'll...

I visited Firebird’s restaurant last Sunday with a group of about 20 African-American individuals, and the experience was incredibly disappointing. Upon arrival, I ordered a draft beer at the bar, which was served lukewarm in a hot glass, indicating a lack of proper training for the bartender. When we were finally seated, it took 15 minutes just to get a soda, and when it arrived, it was served without ice despite my request. Our waitress then took our orders, but after 30 minutes, only two pieces of bread had been brought to the table for 10 people.

Throughout the ordeal, the waitress was not attentive and seemed disinterested in serving our party. This lack of enthusiasm was palpable and made us feel unwelcome. After waiting for over an hour without receiving any food, I approached the manager to request to pay for our drinks and have our food boxed up so we could leave. Despite assurances that some items would be waived from the bill, the food never arrived, and we were left waiting for an additional 30 minutes. Eventually, I had to cancel the order out of frustration, as it was already 9 o’clock, and we had been waiting since 7:15. The lack of timely service and communication was unacceptable.

Overall, this was the worst dining experience I've ever had. We ended up going to Steak and Shake, where we received prompt service and food within seven minutes. Firebird's could greatly benefit from lessons in customer service and quality food delivery, perhaps taking cues from establishments like Chick-fil-A. It's disappointing to feel that our race played a role in the poor service we received. The waitress was not attentive and did seem like she wanted to serve a party of black people, which further exacerbated the negative experience. The waitress actually said You People are the problem

UPDATE: Chris from Firebirds took immediate action listen to my concerns I will give them...