Firehouse Grille & Pub — Restaurant in Willoughby Hills

I took my team from work here for lunch. The food was very good, but the service was poor. The servers were friendly and pleasant, but they took forever - and we were one of 4-5 groups in the entire restaurant, so they were not busy.

This next part of this review is my opinion, and I cannot prove any of it. It could be an honest mistake, but I doubt it. I think they stole an extra $20 from me. When I got the credit card statement, the dollar amount was $20 higher. My signed receipt had a clearly written gratuity and a total. A $30 gratuity turned into a $50 gratuity. There was no way a $183 total resembled $203. I tipped about 20% for service that was slow and subpar to begin with, so I thought I was generous. To steal more is really insulting.

Besides theft, I cannot think of a reason for this. I called the manager/owner, and he promptly fixed it and returned the $20 on my credit card without any hesitation. While I genuinely appreciate his service and help, I will never come back. I work for a very large Fortune 100 company, and I shared my experience with others so they are aware. This is a popular hangout for people that work at...

First, I have been to Firehouse before, I've had some great times there. Tonight, in specific, ruined the positive image I had of this place. If you are not from the area, or, familiar with this restaurant, I advise you to avoid it. The managers assume you are up-to-par with their rules and how they do business. Our waitress appeared stoned and had alcohol on her breathe. She even wrote the order down after forgetting it and somehow found a way to still mess it up. We asked to speak to the manager three times. They refused to do that so I had to walk into the back of the restaurant to find the loser myself. Overall, a horrible customer service experience that ruined any return of myself, and ALL of my friends and family. They will make it seem like YOU are the center of the problem, and the manager did nothing wrong. I do not recommend this place to anyone...

I might have just has my worst dinner of my life at the Firehouse. Not sure what happened to the food quality there, I have not been there in a long time. We went as they advertised lobster rolls and of course they were out of them. We should have left, but we figured we were already there. My husband ordered the pretzel bites and I ordered the fish dinner. The pretzel bites were stale tasting and the fish was chewy! The salad was the only edible thing on the table. I ordered the winter margarita and it tasted so bad, I couldn't drink it. It was by far the worst meal I have had ever. The servers asked if we wanted our barely touched food packaged up and we said no, paid the check and left. The server never asked us how the food was. That was my last time at...