Route 1 Grill House — Restaurant in Saugus

Went to Grill House on Route One in Saugus for dinner with two friends. Our waitress Kimberly was phenomenal. Unfortunately, the "good" ends there. We ordered the maple bourbon chicken tenders to start. They arrived quickly, and we immediately began cutting into them. We each took a bite of the end of the tender. As we cut into the tenders, we noticed that they were completely raw. As in, fleshy, chewy, textured, basically still frozen. All three of us felt sick at the thought of consuming raw chicken. My friend immediately informed the Manager who happened to be walking by. Unfortunately, we weren't able to get a picture of the raw chicken because the manager pulled all of our plates off the table as soon as he saw the chicken. He then went to the kitchen without so much as an apology. Our waitress returned a few minutes later with a new plate of chicken tenders. She was extremely apologetic, but we assured her these things happen and it was certainly not her fault. We were wary of the chicken tenders, but checked them out and ate them. We then received our main courses. Two of us ordered burgers, and the third ordered chicken parm. None of us felt well enough to eat more than half of our meals. Kimberly brought us the check at the end of the meal. We opened it up to find that we had not been comped for anything at all, including the chicken fingers. We are not usually the type of people to say anything about our food or complain in the slightest, but we felt something had to be said. We watched Kimberly from the servers station near our table speaking to the owner, Tony Floramo. She had just printed out our bill and was discussing it with Mr. Floramo. He appeared extremely agitated and we overheard him state, "God damn it!" to Kimberly before walking away from her. Kimberly came back to the table and we thanked her for being such a great waitress. We then requested to speak to the owner. Mr. Floramo approached our table and stated, "Is there a problem?" My friend began explaining to him that we felt the situation with the raw chicken had been handled poorly, specifically with the fact that the chicken was still on our bill and that we had not received an apology from the manager. Mr. Floramo immediately began speaking to us in a condescending tone and said, "Yeah but you got a new order right?" We explained to him that this was not the point and that serving raw chicken was a serious matter. He continued to completely ignore our concerns and appeared annoyed at having to speak to us. We then emphasized that we didn't appreciate the way he spoke to Kimberly, the waitress. He then offered to bet us $1000 cash that he wasn't rude to the waitress. Obviously, we declined this offer and informed him that we didn't appreciate the way we were being spoken to. The Manager also approached our table at this point. Mr. Floramo proceeded to call us "aholes" and said we were "entitled." He then said, "That waitress will be fired tonight because of you." He also stated, "Fine. We'll comp the chicken fingers and get these aholes out of here." He then walked away from us. As he walked away from us, he said something to the table next to us and pointed at us. The three men at the table next to us then leaned over to us and told us to "Shut the f* up and get the f* out." We chose to ignore them at this point. Kimberly returned with the updated check, we paid, and began to walk out. As we walked by the table of three gentleman told us to "get the f* out" again. They then proceeded to stand up and cut us off at the door while telling us to "shut the f* up" and "come outside we'll fing kill you." Tony Floramo himself then approached us again and said "bunch of tough guys. You're gunna get fed up." We elected to stand by the doorway until some of the Staff were able to defuse the situation. After about five minutes we were able to leave the restaurant. Speaking on behalf of myself and my two friends, we have never been so disrespected in an establishment. We are completely appalled and disgusted with...

Ok, so I have waited for months to say something about this place and I want to be right up front and honest as possible. Up untill today I couldent leave a review because my GF worked there as a bartender, and one of the best ones they had. Not being bias either, The Grill House asked her to leave the job she was on, (a well known establishment I may add) to gave her all the prime shifts, Wednesday to Saturday nights. Well, to make a long story short, they let her go for no reason other than she wasnt "happy working there" (as a result of keeping 3 bartenders on Friday night when 2 was all they needed) and kissed the managements behind. As a buisness owner myself, if I had a strong willed worker that didnt kiss my butt, but did his job well, I dont know, call me crazy but I would be giving that person a raise. And one other note that didnt sit well with me but couldent be mentioned by any staff, in what world is it ok to have a General Manager to take over the third bartending shift and split the tips 3 ways? Its un ethical and not fair and will always be questioned even if there making server wages instead of management wages..thats where the ethics come into play..your either GM, or a Bartender..its one thing to help be a bar back as a GM, but splitting tips 3 ways evenly...smh

So, my review is solely based on the food and how management took care of it. They know who I am, so im going to make sure that im not slanderous in any way. The only thing that has remained constantly good are the steak tips. Except one time I got them a little over cooked to my liking, I didnt complain. The ribs are very hit or miss, the second time I ordered them, they were very dry, they were unedible and I sent them back and landed up getting steak tips instead. They did credit me on the ribs so I chalked it up as just a starting resturaunt hiccup. Now again, call me crazy but to be a good steak house, one would think that the salads would be big, healthy and fresh. Nope, not here. If your going to a steak house to eat a healthy low carb meal, just forget the salad..they are pathetic to say the least.

Ok, so here is the kicker, im a genuine foodie, also worked at the Hill Top Butcher shop for 3 years in my earley 20's as a meat cutter. I ordered a rib eye, and got a sirloin steak instead. I immediately called them out on it. Both customers on either side of me agreed that it didnt look like a rib eye, even the other bartender said it didnt look like a rib eye at first. It was a long strip sirloin with NO "fat eye". So the first time I sent it back, it came back with an explination that it was a rib eye, so instead of making a fuss, I started to eat it. This only confirmed what I already knew by looking at it, it was a sirloin, NOT a rib eye. I grew up eating both cuts, I can tell you blind folded between a rib eye and a sirloin. So I had my GF go back and tell them that I wasnt happy and that it wasnt a rib eye. She came out of the kitchen with a sirloin and a rib eye both still in the packages and said the one in her left hand was a rib eye, and the one in her right hand was a sirloin. Ok, so at this point, the cooked steak I had on my plate was no doubt a sirloin, and it matched the shape of the packaged sirloin in her right hand, but she was told by the owner that I have the rib eye on my plate. At this point I just dropped it and ate the sirloin. Now, just want to be clear on this, the sirloin was good, and cooked the way I like red meat, which is medium rare, but I WANTED and ordered a rib eye. It was the owner Jeff that sent my GF out with the steaks and I have heard stories that he is always right, even when hes wrong. I cant speak hearsay, but my personal experience can say that, if a customer is polite and something is wrong with there order, the customer should be taken care of, NO MATTER IF THERE RIGHT OR WRONG! Bottom line is, that customer service starts and ends with owner/management. In the service industry, the customer is the ones paying your bills, which means you...

This was without a doubt the one worst experience I have ever had at a restaurant. My Daughter and her boyfriend were visiting and we wanted to take them to a nice restaurant. I live in Salem and the restaurants were all booked. We first arrived and the parking lot was near empty,and we decided to dine in tent since it was nearly empty. Waitress Daniella seated us came to table and gave us menus. Fives minutes later she showed up to get a drink order. We asked for a drink menu because we wanted to order beer. We immediately wanted to order because we were hungry. She took our drink orders and started to walk away to tend to guests that just showed up at host stand when we started to give us our appetizer orders. We had to practically yell out the order to get her attention. She even came back a few minutes later because she forgot the order.It was so off-putting. 10 minutes later Daniella showed up at table with drinks. We ordered the pumpkin beer that came in bottle ,but she poured it into glasses at bar. We were confused because we assumed it was draft, but she quickly told us that it came in bottle and only 12 ounces thats why it appears short in glass. Who does that? You are suppose to deliver the bottle with glass. We ordered our Entrée, Steak Tips and my Daughter got Salem. The Cheesesteak rolls were dry and no taste, Calamari was just ok. Daniella delivered the Entrée and we immediately ordered another round of drinks Steak tips were good , but the baked potato was very undercooked and dry. Salmon was very dry and overcooked. Danielle never came back to touch table during our meal. She forgot our drinks and we ate 90% with totally empty glasses. My daughter poured her drink in my empty glass. We all caught Danielle taking a few steps from door realizing she forgot our drinks. She turned around to get them and when she returned, she apologized and lied that they were changing keg. She then started to remove the plates when were weren't even done.My daughter was still eating her salad. I told her the Salmon was very dry and my daughter tried to eat it because she was very hungry. She just said she will talk to Chef. That did nothing for us!!! Danielle asked if we wanted anything else as we had full glasses of beer. I said not at the moment and she then dropped the check. Assuming we wouldn't order another drink then left. She picked up my credit card and I never saw her again because she had another server drop the credit card slip to be signed. It was absolutely terrible service 10/24 2020 at 3:50 PM I still tipped as I...