North End Bar & Grill — Restaurant in Town of Tonawanda

(*added/edited after reply from owner as much of what she wrote is inaccurate and not representative of what happened)

*Contrary to the reply of the owner- This was our first, only, and last time that we came to this restaurant and not one person in our group has ever played trivia here before. That we have been here multiple times is a blatant lie. I do not even live in this country!

We called for a reservation. They said they didn't take resevations but would keep it in mind if we are a large group. Trivia was only in the front of a small room with only a few tables. *We looked at the pictures listed on Google again- there are only 4 tables for 4 people in the front room, not seating for 45 as claimed by the owner. One of those tables was for the DJ Trivia host. Two tables were pushed together for a large group.

We were seated in the back room. The only TV in the room for trivia had an exteme glare, so we couldn't read the questions. *We asked if the owner could close the blinds/put down curtains and she said she didn't have any. She did offer to move us to another table in the same room, however, even if we were to have moved tables, the glare was so intense it wouldn't have mattered and the owner even agreed to this fact at the time so we stayed where we were.

The mozzerella cheesesticks and deep fried ravs were good. However, the fettuccine alfredo was completely inedible. We ordered a burger without anything, and it came with lettuce and tomato. We ordered honey mustard wings, they didn't have it, and we found that out 30 minutes after ordering. The gravy was too thin. My friend returned his mixed drink stating it tasted just like water. *As far as the owner's statement of it being a "one off", look at all the reviews since this place has changed ownership and you will see we are not the only ones complaining about the quality of food.

A homeless gentleman walked in the restaurant asking for money for the bus. After giving him $2, we were scolded by the manager in front of the whole restaurant for encouraging that behavior. *While the owner did offer to give my mother the money back that she gave the gentleman, it is a blatant lie that the owner did not chide my mother. She left my mother feeling extremely embarassed and not able to get a word in edgewise.

The workers started putting the chairs up and even turned the lights out on us before 9 pm. They made it clear we should go. *The owner's statement hat the footage was checked and showed the lights were not turned off cannot be, as our whole party confirms it happened and was a topic of conversation at that moment.

The final thing that ruined the night for us was the bartender. We won 3rd place as well as a free drink at the bar for the best answer. When we tried to get it, the bartender said we had to come back the next week for it. The bartender then talked down to us and she rolled her eyes towards other guests. It really ended the night on a sour note. *I understand, that that is how the gift cards work if you win 1st, 2nd, or 3rd place and that it is the rule from DJ Trivia. However, that is not what I am talking about. We had been told by the DJ Trivia host that we had had the best answer of the game, and to go directly to the bar for a free drink right then.

In the end, the abrasive and accusatory response of the owner, instead of acknowleding and learning how to improve her restaurant, is representative of what to expect at this...

If I could give this establishment a negative star rating, I would. This was the first time we had ever visited this restaurant but their menu looked good and the pictures of their food looked even better. I had a party of 10 coming in on a Friday evening so I called both the day before and an hour before to confirm theyd be able to handle our group and were assured they were.

When we got there, our table was set. The fish fry smelled amazing and our server was so friendly and communicated their policy on big tables (one check, auto gratuity) clearly. All was going smoothly. We placed our order (wraps, wings, burgers, nothing extravagant). This is when the night went south.

It took a long time for food to start coming out which is understandable but what isnt acceptable is, it took almost an hour from the time our first entree got delivered until the last was brought out. Our server kept apologizing and continued to be attentive. I finally asked her why a manager or owner hadnt come over to apologize or check on us seeing this was really bad. She went to ask the owner to come over.

When she came back, she said the owner was busy and would come out soon but they were going to remove our pops and the server's gratuity from the bill. Completely unacceptable.

Finally, after countless asks, a woman comes rushing from the kitchen over to the table. I asked her why removing the servers tip would be her response to an obvious kitchen fail and why theyd continue to seat new tables when they cant handle the business they have? Her response was to throw my debit card at me and tell me to get the eff out. Cue huge yelling match as we try to scramble to find some cash to leave for a server who worked her butt off.

Thankfully when we reached the parking lot, the last of our group had hung around because a man was waiting in the parking lot to ask about the incident. Thank goodness, it wasnt just myself and my daughters who were already freaked out walking to the car because he would have approached us alone. And its a small lot so there was no getting to my vehicle without engaging with him.

It is very clear these two owners dont actually know how to run a restaurant. They have the potential to have a great place here but they lack customer service and management skills. They won't handle any issues themselves and will instead hide behind the servers who they are also so quick to throw under the bus and obviously are okay with verbally abusing guests and then following them into dark parking lots to "diffuse...

Our party of four arrived just after 5 pm and told the wait would be a “while”. Almost two hours later, we were called in for our table. We were seated, provided menus, and sat at the table over twenty minutes before our server decided to stop by and take our drink order. We were told at that point that they are out of fish (it is Friday and we went for the Fish Fry). She took another twenty just to get us our drinks and take our food order. Food took an hour to arrive, but we had no silverware or napkins, so we had waited even longer for those to arrive before we could eat. Our server never came back to check on us, so we asked a fellow server for more to drink. When the server arrived to ask if we needed anything else, we asked for the check and why a patron at the bar was eating a fish when they claimed they were out of it. She said they have been holding it all night for him. Yeah, ok. As we were waiting one of the men that cooks and answers phone (I know this because he was standing over my shoulder and said this) was talking to a patron without a mask during our COVID pandemic, which was very worrisome, thankfully we were about to leave. We then asked to speak to the manager or owner. Danny came over and we informed him that our service was extremely slow and she was never around. He said he had four other tables complain and right now he is just taking notes to learn how to improve. He was not at all apologetic and then complained about my 8 year old sons behavior and stormed away. I will never go to North End Bar again to eat. If the manager could care less that his patrons are not happy, I want nothing to do with them! I purposely go to local restaurants to support our local economy, but I will not visit them again! This was my first and last time ever going there! I will support other local restaurants that thrive on their...