Saltgrass Steak House

Hello

My family and I visited the Saltgrass Location in Hoover , Alabama on 11/5/23 around 3pm. The issues that I had with customer service was the manager on duty, when I called around 2pm, informed me that they could not sit more than 12 together on today as they were busy today and that the rest of my party (the other eight) would have to sit in another area of the restaurant.

I didn't believe this as this was not my first time visiting this restaurant. So I arrived early, around 2pm, to check in with my reservation as well as see about adding the additional 12 people (totaling 20). Upon arrival the hostess stated she had to check with the manager to see about adding 12 more people. They were able to accommodate, once I was in there physically but over the phone it was no more than twelve.

This was the start of a very unpleasant experience. The manager came to me within 15 minutes before three starting that if the entire party is not here then they cant hold the tables as tables had to be put together. He was rude however again trying to be understanding that everyone has a bad day that his behavior is due to being overwhelmed. That doesnt excuse it however this letter would have not been written if his rude, unprofessionalism caused him to do the next act that he performed.

We were placed in the area that appeared to be the back eating area.

There was a table made by putting two tables together for 20 people. Inside the room there additional tables that were put together by this manager, only after he refused to allow an additional people to get a table in the area with us (they were with our party). We had just ordered our food and they arrived. The manager rudely approached stating that they could not have a table as they were reserved for a party of 50 people.

There were also two booth areas in there, when we inquired about those; the manager again very rudely stated that they needed that area for overflow in case more than fifty with the other party showed up.

I counted the place settings and there were only about 24-28 place settings on the table in the back and it became obvious that they were waiting on us to leave so that our table could be used for the 50+ guest that were coming after us. We had four additional people to who up, again we still had not received our food and had not too long ago ordered. The manager came out in a haste to tell us that they could only have the chairs and began to set up the area for the next party. We asked about them sitting in the booths now and just ordering and he stated I did give you guys the chairs.

Never did anymore take their order or even ask if they wanted anything. Our food finally arrived and still no order for them. The managers only concern were for the fifty guest that came 2-3 hours after our initial arrival. We left in time as there were no 50 guest impatiently waiting on us to leave this the last four in my opinion could have been served and allowed to sit at one table in that section or at least a booth.

This manager 1st lied on the phone about not being able to do more than 12.

When he had a reservation of 50 coming later in the evening. How were they able to do 50 and I was told no more than 12. If that was the policy then he never said this to us just that it was not able to happen period. Second he refused to allow the four to order.

Again we had not received our order yet. Since he made it of importance to threaten me that anymore than 12 would have to sit on the other side of the restaurant. Those were different table numbers and it is my honest opinion that if it were guest sat there for that one hour the additional four were there that they would have been served, even if at different time than us, as we had already ordered. Third he did off them a table one the other side away from us no explanation that could be reasonable except the 50+ party that had reserved the space for later in the evening.

We left the restaurant by 530p. I randomly asked an upcoming guest if there were here for the 50+ party and they stated yes. By this time the four additional guest could have received and order and left the same time we left.

I have been to Saltgrass before for a large party and they were able to accommodate a few more. It would have not been so bad if the area was already full but it was just us with empty spacing waiting on a 50+ person party that proved that this manager did not want our service and that he is an untrustworthy person.

I have attached a copy of the sitting area where it shows empty seating/tables that four people could have sat at to eat.

In the picture with the lady wearing the brown sweater that is before our food arrived. She is one of the four that came in later after we arrived. It looks as if the server may be even taking an order now and they were not allowed to order. One of the photos shows the 3 chairs he allowed to be added at the end of the table.

Its to the far right on the picture.

There was a table in that empty space that the manager moved to the cleaned/set table as well there is a big gap where the table was. He moved it only after they showed up and requested sitting.

Thank you for your time in reading this.

We love this restaurant and always sit at the bar. We were at the Golden nugget on Saturday, 26 January and we ordered soup and a salad with chicken got the soup, and for some reason the salad never showed up we were there an hour so, the people next to us that sat down afterwards, had appetizers and all their food and had left already we asked our server Norris who was a great guy he couldn't believe it and went and checked on it and said it wouldn't be long.

We sat there another 25 minutes never got a salad and asked to have it taken off please he said I need to get the manager so he went to get the manager but she never showed up either, after another 10 or 15 minutes we asked could we see the manager again so we could leave when she came up she was terrible. Her name is Renee she said I took the salad off. She seemed like she's had some drinks and was still eating some food. She was slurring and said, what else do you want me to do.

She acted like she was doing us a FAVOR ? at that point we just wanted to pay and leave and go somewhere else to eat the bus boy Elijah and Norris and all the bar Staff were great but a person like that shouldn't be in management, Elijah would be a way better manager

My sister reserved a table for 15 Fri March 3 at Salt grass on the Riverwalk in San Antonio at 7-7:15 pm our family was there for the girls uil state championship.. WE HAD ONE WAITER and he was so obnoxious and terribly slow the server saw how impatient our table was after 2 hours of no one came to assist until or help our slow WAITER until it was literally time for us to put the kids to bed 9-930...

basically we sat at the table for 2hrs and 15 minutes without gettingbour food and watching at least three tables come in get there food and Leave...when the server finally bought out our food everything and i do mean everything was cold when I received my food i immediately asked for a refund the waiter said he wouldnt charge me and i took my receipts after he ran my card I drank 3 Moscow mules from the bar waiting on my food. And was charged for 24.60 by the waiter THAT WAS MY FIRST AND LAST TIME EATING AT SALT GRASS IT WAS A TERRIBLE EXPERIENCE FOR OUR FAMILY and I have yet to see my refund for 24.60

Dined in at the Bedford Texas location 12/27 @12:56 (per receipt). Server named Bayley.Ordered a burger asked for it medium rare, served well done.

Asked for sweet tea got unsweet tea. We usually frequent the Grapevine Texas location and they often also have trouble getting the burger medium rare but they are very nice and usually apologize and have on occasion compensated us.Today, the manager on duty response was a quick "sorry about that". The server, nor the manager ever came back to our table to check on us. We weren't angry or mean when we sent the food back, nor did we even bring the tea mistake up.

But they seemed to avoid us. I wasn't even given the opportunity to ask for a tea to go.

I now know why we avoid that location. How hard can it be for a steak house to get a burger cooked to order??