Rail Trail Ale House — Restaurant in Southwick

Ordered on Mother’s Day right at 6pm. Expected a wait since the holiday, was told an hour and 15 for a small pizza and fries. I get there in exactly 1:15, they say it’ll be out in 5 min. Cool, sounds fine, I stand in the entryway and wait with 2 other guys waiting for orders. The place is half full. After waiting quietly for 10 minutes I take a few steps and sit at the half empty bar. No one says a word to me. 10 minutes later I hear my name called from the kitchen. I see a pizza get boxed up and it sits on the counter. I look around for staff, no one looks back at me. I gesture. Nothing. And then 2 other pizzas get boxed up and stacked on top of it over the course of 3 more minutes. They seemed really busy and disorganized so I just wanted to let them get to it, I’m not gonna complain.

2 minutes later a lady walks over to the three boxes and moves them down the hallway to a warming oven thing with a big door and slides them in one at a time, closes the door. She then walks toward the hostess area and asks loudly if customer 1 and customer 2 (names) are here. I was looking at the lady the entire time and just watched it go down, I raise my hand and said yes that’s me, and I state my order. She pulls one of the pizzas out of the warming thing and goes to hand it to me, I state my other part of the order and she goes back into the thing and gets that part too, hands them to me at the bar and apologizes for the wait.

I open the pizza box to ensure it’s my order, as there is no slip with the box, and while it is indeed my order, it was made wrong. Supposed to be a half and half pizza, but toppings are all on one side with the other plain cheese. I raise my hand to someone behind the bar and say that I’m not sure it’s my order, or it might just be made wrong. No one says a word to me. She takes the pizza and says to another lady “this is wrong” and walk it over to the kitchen. I hear them go back and forth about 45 seconds, my pizza is still gone. 3 minutes later someone comes over behind the bar, puts my pizza down, says “they’re remaking it, you can keep this one too”, which is alright, cool. Before she leaves I ask her how long it might be, she says “let me go check” and goes to ask the kitchen. 2 minutes later she comes back and tells me “5 minutes”.

I’ve been in the building waiting around 30 minutes. I tell myself “it’s gonna be longer than that”, and set a 10 minute timer on my phone. 10 minutes later I look around and try to get someone to acknowledge me. I slowly stand up and look around. Nothing. I pick up my order and slowly turn to leave, I walk out slowly. I feel bad, but my kids need to eat something and it’s already pretty late. School in the morning. I leave the building at 7:50. Another customer looks at me after loading his food in his vehicle, says some not such encouraging words about the management, I nod and respond in agreement.

Rail Trail Ale House, guys, idk what was going on today, but man you gotta figure this out. The pizza was cold which I guess is on me somewhat as I didn’t wait for the other one, but it was really good. The fries were dark and soggy. I’ll try you guys again but will eat in and have a beer...

I've been here three times. Twice in the Summer on their back patio, which is very nice. And once this week inside. The food is good but not consistent. The first time I came I ordered the Eggplant Parm Roll. It was so incredibly delicious I kept raving about it. My second visit was a year later. I ordered the Eggplant Roll again. Not at all the same. I realize it was a whole year from visit one to visit two (I don't live close by) but I had raved on how good the Eggplant was the first time and on the second visit, ordering the same, was disappointing. Consistency would go a long way whether it was a week later, a month later or in my case a year later. Also, their French fries also need to be more consistent. Some are very light and some are very dark. I would like to come back and try more choices because overall the menu is nice & large and something for everyone. Although you always wonder if it's too large...The only other suggestion I would have is to make the inside of the restaurant with just a bit of ambiance. It needs to be clean or stay clean with maybe some artwork or other interesting things to display. It kinda looks like a biker bar but with a menu for everyone including families, the whole inside could use a sprucing up. The staff was pleasant and attentive but when they memorize all the orders without writing them down, it drives me crazy. My own pet peeve. They didn't forget anything but I always want to have them write it down. My own hang up. Yes, it's good enough to come back. Everyone loved their beers and for the most part,...

We have eaten here many times and often bring family here for great food and beverages. But the most recent visit was nothing short of a nightmare. The incorrect order was transcribed by the hostess answering the phone, therefore the incorrect order made by their kitchen, and after a 50 minute wait, the incorrect order served to and paid for by us. We did not realize this until after leaving with the food.

We played phone tag, were talked over, told the error was our fault, got regailed over how their food is made. We got asked "are you a regular customer?" and "well, did you eat the food?" and "the hostess is new and from Norway and has a hard time understanding things." Very bizarre, very shocking, very unprofessional.

Two options SHOULD HAVE been presented upon informing the restaurant of the error: A. We will remake your food IMMEDIATELY (we were told to wait 1 hour for a remake) or B. We will refund your order completely to encourage a revisit from a repeat customer.

To add insult to injury, the owner offered a "gift card" for less than what we paid, not including tip and taxes. We had to fight for it to cover food+taxes, but still no tip.

Unfortunately, we will not be returning. With the cost of food, labor, living, taxes, and everything rising, we are ALL forced to cut out the non-necessities, especially if a business lacks value, both monetarily and ethically. All this time and effort over a hostess incorrectly transcribing our order to their kitchen. I almost wish I didn't say anything, and I bet...