Rock House — Restaurant in Tybee Island

I served my country and I currently serve the state of Georgia; therefore, terrible customer service means something to me. Last night, I went here with some of my cousins who were in town to celebrate one of our cousin’s birthday. Initially, we went to Pier 16; however, the wait was over an hour and we would have been seated close to closing time. I didn’t want them to have to remain open late for us so we hopped around to see where we could go with a short wait time. The shortest wait time was at Rock House. It was only 10 minutes, but we would be seated in the game room area, in which we agreed to the seating. We get seated and at no time were we greeted by anyone not even random employees passing by our table. A few minutes passed I noticed a table next to us was being cleaned off and moments later someone was seated at that table. Those individuals to no fault of their own were served BEFORE us. So we waited a few more minutes. An employee walked by and I stopped her and asked her did she know who our server was. She stated that she didn’t, but she would find out. Another employee came to our table and said we were just assigned a server. We replied okay; however, we are still WAITING and it had been about thirty minutes. The same employee who informed us that we were just assigned a server kept walking by at which, now I want to speak to the manager. I stopped her to request the manager. She informed me that she would get him. I watched the employee go request the manager come to our table; however, he did not show up. He walked to the bar and sent a server to our table. When the server arrived he did greet properly; however, at this point I’m fuming. I expressed to the server that I feel like they just played in our face because I requested the manager who is named Jerome. The server who is named Andrew stated that the manager came to get him; however, that wasn’t my request. Andrew proceeds to say that they were just too busy. Which was rather interesting because we saw at least three employees and the manager Jerome just walking around. I’ve been in leadership since I was 16 years old and have taken a ton of customer service classes so I take how I am treated very serious. I now serve the state of Georgia in a very serious leadership seat where I risk my life daily to ensure Georgians are safe. We initially placed drink orders with Andrew; however, we decided to cancel the order and return back to Pier 16. As we were walking out the manager Jerome asks one of the employees why were we leaving. At this point, it’s nothing to be said. Rock House I have been coming here since 2009 I have pictures of when you only had a blue wall and a stage. So to be treated as if we did not belong did not sit well with me. We all know the power of social media when it comes to bad service. I am not an angry black woman as society likes to portray us; however, I do believe in advocating for myself and others. I am calling Jerome...

I recently posted a review giving this establishment one star due to the horrible treatment received from an assistant bar manager when trying to place and pick up a to go order for my family while we were vacationing in Tybee. However, I feel like I need to amend my review. After I realized that the poor treatment that I had initially received when trying to pick up an online to go order was from a lower member of management and then that was the person I reached AGAIN when I called back days later with further issues due to charges on that order and was refused help from this person again, I decided to try to find out how to get in touch with the owner, himself. When searching I was unable to find the owner's name or information to reach him specifically so I opted to go to their website and use the "contact us" link. This took me to a page to submit an email. While I honestly did not think it would go to the owner and I figured it would probably be intercepted by someone else who probably wouldn't be any more helpful than the person I originally dealt with on the two previous occasions, I still submitted the email request asking for the owner and NOT a manager to contact me asap. I have to say that I was pleasantly surprised when, only a few hours later, the owner, himself called me without even knowing what the issue was that he was calling about. He was super humble and helpful and truly went above and beyond to rectify the situation I had found myself in and to deal with the treatment that was received. He, as well as another member of his staff, stayed in regular contact with me until the issues were completely resolved and made the process very easy. While the initial service wasn't pleasant, I still think this establishment deserves the 5 star rating I am giving it. Sometimes it's not just having a perfect experience but it's how a less than satisfying experience is handled that says more about the character and quality of the business. I will be giving this place another chance on our next trip into the area. Thanks so much to the ownership for taking care of the situation and the other staff members who helped and...

A horrible dining experience! From walking in the door to leaving hungry. My family's RH dining experience begins with being completely ignored by the staff, including 2 managers for several minutes. This slowly evolved into passive acknowledgement, and ultimately indifferent seating. After being seated we waited an additional chunk of time for a server to take our orders. The "server's" attitude was indifferent and put out. Then it was back to waiting... and waiting... and waiting. 5 to 10 minutes we get our drinks (the only ones, we'd get for the evening). 30+ minutes go by and no food! What's up? Where's our "server" ? Hanging out with other stuff talking. No updates, apologies, no drink refills. At this point we are thinking of just paying for our cokes and leaving. We discover we are not alone as the family at the table next to us is enduring a similar experience (only for much longer). I finally decided to get up and find our "server" to see what is taking so long and maybe get some refills for our drinks. After more waiting our orders begin to trickle to the table. The food is not good. No one is happy, my veggie-burger, no mayo... comes slathered in mayo to the point of being inedible (at lest they removed it from our order). They our server completely disappeared. I had to find another staff member to get our check. On top of this the attached arcade game section requires dollars/quarters, but the ATM cash machine gave out $10s and $20s. While all of the above mentioned is going on one manager was using the venue to socialize and ignore the chaos. The other "manager," chose to very publicly discipline several members of the staff, parading them out the front door to chew them out in front of all passers-by and people entering the establishment. Not once did these manager offer an apology or attempt to assuage or help the situation. This was one of the worst dining experiences I've ever endured. It was either a really bad night for RH or a sign that drastic changes are needed. I for one have no plans to return upon future visits to Tybee Beach, and I recommend you avoid...