First Watch — Restaurant in Waldorf

I was very disappointed with my experience with First Watch this morning. It was a poor way to spend one of my final mornings of summer vacation. First Watch is a very popular restaurant in our area which means you have to plan ahead for the times and days you want to eat there. I have only eaten at First Watch once due it's popularity and that single experience was pleasant enough to want to eat there again. Since then, I have tried to eat at First Watch in Waldorf two different times. The second time following our first experience was on a Wednesday one hour after opening and we were told by the hostess that our party of two would have to wait forty five minutes to be seated. From our perspective, the restaurant did not seem busy at all so we opted to eat somewhere else. We ended up at the Farmhouse Café where we were immediately seated and waited on. The third time after our original experience was today, Friday, August 8 and we arrived about 45 minutes after opening. The restaurant was not busy at all. Upon arrival, we, a party of two, were quickly sat down by the host one table over from where the kitchen entrance was. Despite where we were sitting, no waiter, waitress or manager came to our table to take our order or even offer us coffee. After fifteen minutes of entertaining ourselves with the stacking of coffee creamers and overhearing waiting staff partake in lengthy kitchen conversations, we decided to leave. At least, in the last minute of us sitting there the host that sat us took notice of us and at least tried to get the attention of some waiters to come to our table. But, there was an intense lack of urgency shown by the staff. By that point, we had lost all desire to be there. Why risk extending our stay even longer with delayed food orders if the staff was so inattentive in the first place? We ended up going to Cracker Barrel where we were sat down and served almost immediately, saving my morning from being a total let down due to First Watch. (Yes, its the same Cracker Barrel that got caught in controversy not too long ago...seems they learned their lesson.) If you catch yourself at Cracker Barrel, I would recommend eating the skillet Cinnamon Rolls and the Fresh Berry French Toast Bake. They were delicious. Plus, the staff was friendly...

On July 19th, I place an order at 1:12 PM. The order was scheduled for pick up at 1:32. Upon arrival I approached the counter, gave my name and showed my receipt for the order. The young lady said it wasnt ready yet. I take my seat.

It's been 30 mins. Im pissed as me and the gentleman next to me had to watch the food runner bring all the to go orders and were just sitting there on the shelf. He had to actually go behind the counter to read the names on the bag. She looked at him like he as improper but she was not calling out orders. She was attempting to memorize names and faces.

After watching the food runner had the togo person the order she only places them on the shelf. Never call the name out, only waits for us to approach. So i ask her when she approached me "what's my name and what am I waiting for?". Ummmm, yea whats your name and your order? I requested the manager.

Only then... after 40 mins of waiting.... and requesting a manager... then searching another 10 mins in the kitchen. I told her the food isnt wanted any longer I want to speak to someone whos gonna reverse the transaction.

Once the manager came, I blatantly told her "there is no accountability for what's happening up here at the front. If two people are waiting on to-go orders thirty minutes past the ready time that means your screen in the kitchen she be lit up red. I know its not lit up red because im sure by now youve made the order. So that means our food was given to someone else or stolen.

My food sat on the shelf for 40 mins. she said "is you name GRI??." I asked her to read the full name because I know better than it printing half the name. After saying oh its for Nia.

You didn't think a bag sitting there that long was an issue an you close in a few minutes.... at 2:22 I finally walk out with my soggy food and an Hour of my time wasted.

The gentleman next to me Anthony I'm not sure if he got his food. because my bag was the only bag. There has to be better training & ownership. If anyone would have confronted the fact that people been sitting staring at you for 30 mins you would have found out the issues.

I expect my money back and an adequate response. Another 15mins of my time gone to recoup what I lost...

tl;dr Typical growing pains for a new business in Waldorf. Avoid until they get it together. Below, will breakdown categories and suggestions for business/constructive feedback.

Wait Time - Thought it was nice to have the ability to put our name on the waitlist through their website/app. Said 25 min wait, but when we got there, we were told at check-in that now the timer will start and it would be 25 min before being seated. What is the point of digital waitlist if still have to check-in in person at the front and still wait?? Suggestion: virtual waitlist should not have to start at check-in. Call people in after their table is ready and give them 5 minute grace period to walk in.

Service - Our waitress was polite. We had asked for a high chair on check-in, hostess also told waitress about high chair, and no one brought it over. We asked the waitress for it again when she asked for our drink order (after a long while being seated) and still no one brought one. My husband had to just go find it in the restaurant and carry it over himself. Waitress was also not knowledgeable about the menu. We asked several questions and she didn't know the answer. Maybe new? Not properly trained? Short-staffed? Suggestion: train staff on menu, proper service wait time, attentive to what customers are asking for.

Food - Was OK at best. Kids ate their pancakes and french toast. Prices are similar to DC/NoVA brunch prices but not the same quality. Skillet potatoes and eggs do not come in a skillet. Potatoes were on the soggy. None of the food was hot. Even the kids, who normally would not comment, noted that their breakfast was cold. Not as many options and variety on the menu. Suggestion: not much to suggest here, it is what it is. Would love to see more options on the menu.

Atmosphere - The place was crowded, but expected for weekend breakfast/brunch time, especially a new restaurant and its accompanying hype. It was clean and modern. No suggestion, atmosphere was great.

Overall, we would not visit again. For now, Silver Diner will still be our go-to, or maybe Cracker Barrel depending on what...