We live within 50 miles of Williamsburg, visit often, and feel pretty familiar with the restaurants in the area. We have previously dined at this location under the name of Prime Rib House. My wife did some research and read about the great culinary chef, etc (on their web site of course). and decided to make a reservation for a very special 24th wedding anniversary. On 11/09/2007 we patronized the Black Angus Grille. From the start we should have known better. She used the on-line reservation feature and never received a confirmation. After several days she phoned the reservation line direct, followed the procedures, never was able to speak in person with anyone, and still did not get a return phone call for confirmation. When we arrived we were provided a table near a fireplace but not a cozy, intimate setting as she had requested. We were sat adjacent to a table of four (approx. two feet away), A couple came in after us and were seated at a much more desirable table. As many of the other reviewers have commented, I too found it odd that the restaurant seemed quite empty for a Friday night at 7:30pm. We sat for quite a few minutes then a waiter came and asked if we would like something to drink. We were not sure at that point and asked that he give us a few minutes. A few minutes later a waitress came to our table and asked the same. We said that we already had a waiter and she stated that they were working together. This waitress seemed new and very uneducated with regard to the restaurant, menu, and how to be a waitress! Unfortunately, we never saw the original waiter again even though he waited on other tables near ours. At no time were any specials discussed, etc. by this waitress but we did overhear the aforementioned waiter explain menu items, specials, and the differing cuts of prime rib to another customer ~ after we had ordered of course. Our waitress took our order and we waited nearly a half hour for salad and bread. Both of us had run out of water and wine by the time our salad arrived. We asked for more water and wine and she asked if we would like ground pepper, to which we both said yes, then she disappeared. About 10 minutes later I found the pepper grinder setting on a shelf 3 feet behind me and did it myself. The salads were small and fair, mine with a large "glob" of dressing in the center and I ordered a Caesar? She finally returned with our drinks and said, oh, did anybody bring you the pepper. I told her I had taken care of it myself. We ordered prime rib. My wife the small cut mine the largest cut. Both of use ordered rare cuts. We were not given a choice of sides, cuts or condiments. The steaks arrive some time later. The cuts were ok but both were not as tender or juicy as expected. The steaks were placed in a dish/bowl type platter with about a quarter inch of juice in the bottom, a small helping of vegetables and one small, overcooked, halved red potato. I'm talking about the size of a large lemon or lime. Both steaks were covered in chewy pieces of rosemary, lacked flavor, and both were barely warm at best. Nothing was ever mentioned as to how our meal was but the waitress said, and I kid you not, you fellas want another round of wine. A round of wine, is this place a beer joint? The waitress did not return for the entire balance of our meal, we are not complainers; we had already been there for quite some time, so we went ahead and consumed the food. I realize that the manger rebuttals here all put the impetus on the consumer if they do not complain or speak up. I do not agree with that philosophy and feel the customer is always right and should not have to run down people to complain. After all, where was the manger during our visit and where do the wait staffs disappear to during the visit? We were quite disappointed, especially in lieu of the tab of $79.27 for two adults.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management Response
FOODIE97, PROPRIETOR
(Management representative)
Nov 19, 2007
This reviewers experience has been investigated and the facts presented have merit. It seems that a perfect storm of minor details that by themselves were easily rectified but in combination led to the negative experience of the reviewer. THe contact form on the website is supposed to be forwarded to the email address on aol.com but for some reason is not functioning. The webmaster was contacted and that function should be restored shortly. The voice mail greeting asks for a return phone# for parties of five or more and that is why there was not a return call. These details contributed to the negative frame of mind of the respective couple. There was an error in judgement by the host and dining room manager on the seating arrangements in that in his mind a fireplace seating would be considered cozy and intimate. The party of four requested the table close to the couple because it was the closest table to the fireplace. It seems that it would be better for the restaurant not to have a fireplace to avoid the cluster of diners that would request such seating arrangements on a cold night.
The statement the reviewer made about the restaurant being quite empty is explained by the fact that Williamsburg is not a metropolis but is indeed a retirement, tourist and single family village with 70,000 residents in a 12 square mile area. There are 114 restaurants in the city and surrounding counties and a limited amount of diners with disposable income available for white tablecloth restaurants. This couple is undoubtedly comparing the restaurant business in Williamsburg to those in Richmond on a Friday night when all are at relatively full capacity. Casual theme and fast food restaurants have the most volume in the Williamsburg market. The peak season months reflect a customer demand for a 6-8pm dining hour hence the lack of patrons in the early and late dining hours. This reviewer seems to go out of his way to misstate certain facts such as the snide remark that I advertised myself as a great culinary chef when I clearly state on the website that I am a Culinary Institute of America graduate. This remark is also reminiscent of another remark made by another reviewer that the website stated that the restaurant claimed it was "the AAA three diamond restaurant where it clearly states that the restaurant is one of the few AAA three diamond restyaurants in Williamsburg. These statements are meanspirited and seems to be an attempt to undermine all the other positive reviews the restaurant has received from many other customers.
The patron was correct in stating that the waitress was not very knowledgable. In point of fact the waitress was a trainee and the waiter was her trainer so they were working together. An error in judgement was made by the trainer in letting an inexperienced server work a table by herself. He assumed everything was fine when it clearly was not. The waitress comes from a tavern operation and we were giving her the opportunity to work in a fine dining environment hence the untimely and incorrect use of terminology.
I realize that if I were a customer in close proximity to another server who was much more detailed in their service I would also be upset.
The patron states that the management responses are rebuttals when they are clearly apologies and explanations as to why negative experiences happen. He states that he does not agree with asking to speak with the manager but how can a restaurant improve its operation if the customer refuses to speak his mind but rather pay the full bill
leave the restaurant and immediately join trip adviser to post an anonymous negative review? Restaurants employ human beings that occasionally have errors in judgement so mistakes can happen especially in a location like Williamsburg which has a tight labor market with a limited amount of candidates for the white tablecloth dining segment. For those potential customers who read this response rest assured that the restaurant will learn from this experience and will respond quickly to any deficiencies that may arise and ensure complete satisfaction before the diner leaves the restaurant. THis couple had salads 2 glasses of wine each and entress and had every opportunity to voice their displeasure but did not so now I am left with the task of pleasing someone who never gave me the opportunity to do so which seems to be inherently unfair.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.