The Capital Grille — Restaurant in Sarasota

Went to one of our go to spots as a last minute decision. NOT a good night!!

We made a same mid day reservation to sit in the bar @ one of the high tops for 6:45p for a party of 2.

Not sure what the problem was in the kitchen tonight! It went from our favourite Stolley Martini drinks straight downhill.

We ordered their Truffle fries “crispy” to share and it came out tasting undercooked/raw. We sent them back and they were redone.

For our main course(s) we ordered the sliced fillet - medium and the Lamb - medium as well. We even had a discussion with our server and she aptly described to us what the filet medium standard is at Capital Grille.

The main course(s) took longer than usual to come out. The sliced filet came out med well and it was bit tough. We stopped the Manager as she was walking by the table. She immediately took it back and had it remade along with the side of spinach.

So here’s the issue! My lamb got cold on my plate while we’re waiting for the filet to be re done. And on top of it all, now we’re really not eating together.

The Manager then returned with the Steak filet and the Spinach side. Except this time it’s undercooked!! More raw in the middle than red. Bear in mind it’s sliced so there’s nooo guess work involved as to it’s degree of doness. She never retuned to the table.

We flagged down our server from the next table and we showed her the Steak Filet. She indicated to us that it was now medium rare and not medium as requested. She apologized and immediately took it back to the kitchen to rectify the situation for the second time.

Having endured all that for a simple meal out at one of our favourite restaurants, I had to go and speak with the Manager about what had transpired since she never came back around to the table. Her service recovery skills/communication were very poor for an mistake that on face value was some $50.00. Plus if you add in the cold lamb and the fries your at about $125.00.

In our discussion she indicated that she had taken the Steak and the Spinach off the menu. Both her and our server were kind to remind me/us that their “staff were human”.

Are you kidding me!!!

I expect that at a fast food restaurant NOT at Capital Grille where a meal for two with drinks is $200.00 or more!!!

The bill was given to us by our back server. Our server was nowhere to be seen. I guess she was happy to distance herself from the situation.

Around that same time the Chef/Managing Partner came out to talk with us. It was like being part of a staff meeting reviewing what happened and debating what did and didn’t happen in how the Restaurant Manager handled the situation.

When your customers/guests came in willingly to buy the total restaurant experience of food/beverage/service/atmosphere, they should not be made to feel bad for an experience that they had no fault in creating.

We explained that we were not going to leave a tip given the situation at which point he took the bill away and said he was going to make it complementary, which was definitely the right thing to do. Thank you.

Yes things can go wrong with your service/kitchen but after spending some 4O plus years in the same industry I know that communication and sincerity is the KEY to service recovery. It’s shouldn’t be the customers job to fix the problem!

Overall a very...

Do not waste your money! I have been there twice now and would give it zero stars if possible. The first time we went was for Valentine's Day. We spent way too much on what I would call mediocre or above average meal at best. The wine was great, bone in filet was so-so, but not amazing, and the lobster was chewy.

The second time we went was for Savor Sarasota week. I called ahead to check on seating, as I was treating my parents for a dinner out. They indicated their main dining room was fully committed, but it was first come, first serve on their bar side. I asked if that included the normal tables, or just the bar, and they said it included all high-tops, outside patio, bar-side, and tables around the bar. The hostess said she couldn't guarantee how long the wait was, but never mentioned that there was a waiting list. I show up with my father, we sent down at a table right next to the bar, and we are told by the waiter that he needs to check with the hostess. He then returns, saying he apologizes for the bad news, but this table is on a waiting list, and the wait is about an hour.

I asked to speak to the manager. He arrives shortly thereafter, and gives the same company line, that this table is on a wait. I explained the conversation I had with their front of the house staff, how I was told this was first come, first serve, and this was the reason we came to the restaurant. If we were told it the wait was an hour for the bar, and they were taking names, we would have put our name in then, or just not have come. The manager then proceeds to tell me it is usually first come, first serve, but because it is Savor Sarasota week, they are extremely busy, and they are on a wait for their bar as well. I reiterated that this was not the information I was given by the hostess staff, we are now here sitting at a table, and would like to have dinner. He made a very snide remark, saying that we could sit here, but he would have to just bump another party that was waiting. At that point, it was quite uncomfortable, and we decided to leave.

Long story short, save your money and get a steak at Michael's on East, or Hyde Park Cafe, or if you are in the area, just go across the street at Bonefish or Carabbas. It is half the price, and better customer service. I will not be back to Capital Grille in Sarasota ever again, and I recommend you...

A girlfriend and I were out shopping and stopped in for a quick little salad bite before heading back home. We decided to sit at the bar thinking it may be a little faster, and less formal, as we were a little pressed for time.

I should mention that my friend and I both are in the service industry, which causes us to pay just a little more attention than most where the atmosphere and server disposition are concerned.

We were “greeted” by the bartender “Jessica M”, as I later read on my receipt.

“Hi ladies, are you joining us for lunch?” This is where the pleasantries ended. I ordered an ice tea. It arrived unsweetened. We immediately felt a shift in energy when she discovered we weren’t drinking. (I don’t drink, and my friend is doing the dry 30 for a reset) my friend was salivating for an old fashioned. lol. There was no straw offered, or a sweetener caddy. My friend ordered a sprite and Jessica was more concerned with her closing duties, or opening, we weren’t sure. We had to remind her to bring the sprite. She was very dry, and rude to say the least. We ordered 2 Caesar salads, and a shrimp cocktail to share.

Jessica was inattentive and cold. I had to ask for a refill of my tea. Mind you we are sitting at the bar with one other person sitting 2 seats over. Based on our interaction, I wouldn’t feel motivated to return. Maybe Jessica thought since we weren’t drinking, and the bill would be lower, she couldn’t be bothered to do her job. She was more interested in cleaning glasses and fiddling with napkins.

The bill was $62 for the drinks, salads, and awful service. I displayed 3 crisp $1 bills as her gratuity. Given the “I don’t want to serve you” vibe we felt, maybe I overtipped a little. It’s unfortunate, my friend and I always tip well.

In all honesty I won’t hold Jessica’s entitled attitude against the establishment. I still love the atmosphere and the food. Next time I return I won’t sit at the bar. A smile and a personality would have went much further, she made an awful impression for my friends first time visiting.

Update 9/5:

While it seems that Jessica’s M’s patrons have come to her defense. I stand by my original post. Her service on MY particular visit, was severely lacking. The 2 recent posters indicated stellar service. That’s great. However, on THIS particular visit…she completely missed the...