Matchbox — Restaurant in Virginia

My family and I have been loyal patrons of Matchbox for many years — first at the Merrifield location and more recently at McLean. Unfortunately, our experience at the McLean location this Mother’s Day was extremely disappointing and has left us questioning whether we will return.

Since the McLean location transitioned to "Matchbox Prime" and adopted the mandatory unlimited brunch format, we’ve noticed a decline in both food quality and overall value. The new $38 price point for brunch — which does not include drinks, even soft drinks — feels excessive given the quality of the food. While I understand the appeal of an all-you-can-eat option for some, it should be just that: an option, not a requirement. For smaller appetites or those wanting a single dish, like our family, this model simply doesn’t make sense.

The food itself was underwhelming. My mom and I ordered the chicken and waffles, but the waffles tasted like something from a hotel buffet, and the chicken was greasy and chewy. My dad ordered the All-American breakfast, which he enjoyed, though his eggs were incorrectly cooked. He had asked for over medium, and they were served sunny side up. My brother liked his breakfast sandwich, but the potatoes just tasted like frying oil.

When we asked for a to-go box for a few biscuits that we didn't have room for, we were told that boxes are not provided for brunch. This was frustrating, not only because we had paid $38 each, but also because we weren’t informed of this policy beforehand. There is no mention of it on the menu or website, and it's wasteful to throw away untouched food simply due to a lack of transparency.

To make matters worse, when we inquired about paying per item instead — given we couldn’t take leftovers home — the staff member brought over the manager, who immediately addressed us with a dismissive and confrontational attitude. Instead of calmly explaining the policy, the manager accused my father of being a "Karen” and said that he remembers us from a previous visit where we "had an issue about a pizza." He was seemingly trying to paint us as habitual complainers. This was deeply unprofessional and rude, especially in front of our entire table, and felt like an attempt to invalidate our legitimate concerns. On top of that, it wasn't even true! We have never had an issue at this restaurant previously and have always had a good experience.

This experience was not only disappointing but also upsetting, especially on a meal meant to celebrate my mom. We’ve had countless great meals at Matchbox over the years, but after this encounter, it’s difficult to justify returning. Guests deserve respectful treatment and clear communication, especially when paying the prices this restaurant...

Yesterday, a group of friends dined at Matchbox for brunch. We were greeted by our server/bartender Roberto, expressed an interest in brunch and proceeded to order our first round of food & drinks. For brunch, you can order unlimited food & beverages for up to 2 hours. What we didn't know was that we'd have to wait 30 minutes for our next round of items to be served. We inquired several times to several staff members about our order only to be told that the kitchen is backed up. Our server played the role of server & bartender which only added to the long wait time, as he had to assist those sitting at the bar. These things weren't a major issue as we had each other's company to keep us somewhat distracted while we awaited our order. The insulting part began when the manager, Mike, came to our table to inform us that we'd been there for 2 hours and that our reservation had reached its limit. We explained to Mike that we'd been awaiting our order for at least a half hour, so we assumed our 2-hour limit would be extended. Mike repeated that we'd already been there for 2 hours and asked if we needed anything else, as if it were the last call. He didn't apologize on behalf of the kitchen, nor did he acknowledge the long wait time. He simply wanted us to finish our meals so that he could use the table. There wasn't even a line present or forming at the door. His tone & demeanor were quite off-putting and left a bad taste in our mouths. Roberto did his best to ensure our dining experience was a pleasant one & for that, we were most grateful. Mike could stand to learn a thing or 4 about customer service and how to properly treat patrons of an establishment. Kudos to you, Roberto! Though tasked with many hats, you managed as best you could under...

I’m a regular customer at Matchbox. Usually get take out but decided to dine in yesterday with my family. When I walked in, it was clear the restaurant was very busy. They sat us near the kitchen. After placing our order, the manager (I’m assuming based on his attire) walked past us and appeared furious with the kitchen. He screamed at the employees inside the kitchen while the staff looked visibly scared and ran out of his side in the kitchen. Although I couldn’t discern the exact words, the manager’s aggression left every employee visibly shaken. A few minutes later, I witnessed him angrily grab a packaged order, tearing it open and throwing it in the trash. I don’t understand what could have caused him to act so unprofessionally and especially in front of customers. If he acts this way in front of customers, I can only imagine how he treats the employees behind closed doors. The restaurant was packed to the brim and even with the disgusting attitude the manager had, my server tried her best to distract us with a smile. Not only did the manager’s 50 year old tantrum ruin my dining experience, but the conduct he displayed created an uncomfortable and inappropriate atmosphere for my family and as well as those dining near us. I am genuinely concerned about the impact of such behavior on the overall reputation of Matchbox and its effect on the morale of the hardworking staff. Despite the delicious food, this incident will have us never coming back again. I am extremely disappointed in what was supposed to be a pleasant family outing. I do not want an apology. If this man-child is the manager, someone needs to reflect on his suitability and maturity level for the role. Next time think before you...