As I’ve been told, I can be a picky diner, but I like to
think that I align my expectations to the alleged quality of the place where I
am dining. Obviously, eating at
Outback Steakhouse is different from eating at DelFrisco’s…or so I thought.
As the “Summer of Weinsteins” comes to an end (since both
kids have been away for 7 weeks), Mrs. Palate and I thought we’d get out for
one last fining dining experience.
So, since we had been told some excellent things about it (mostly from
my high-end dining son, who went with my mother, and some other charter
subscribers of this blog), in celebration of our 21st anniversary
last May, we decided to go to the hottest new steakhouse in town, DelFrisco’s,
in the new Seaport District.
The experience began with the reservations. About 10 days prior, I made a
reservation, and specifically noted my request for a table on the water,
further indicating that this was for a special occasion (anyone who can put up
with me for 21 years of marriage, and 24 years total, and counting, is
certainly special). The next day,
since I had not received the “Open Table” confirmation, I called DelFrisco’s
directly to confirm my reservation, and reiterate my request for a window table
with a water view; it was confirmed.
Last Friday, I called to confirm again, and once again, reservation
confirmed, with a window/water view. I figure, I’m set.
So last night, about 2 hours before dinner, we canceled, but
with five minutes, renewed the reservation. When Mrs. Palate renewed it, she once again asked if we
could have the window/water view, which she was assured we could. Off we went, in hungry anticipation.
We arrived, slightly early, and walked along the water for a
few minutes (on a boardwalk, because many of you know how much I enjoy
sand…not!), and then checked in for our reservation. We were immediately greeted and taken to our table, which
was not on the window, but in the middle of all seating! To see the water, you needed to crane
your neck over and around the people sitting on the window, and the people
eating outside! The level of my
displeasure began to rise, and disappointment set in.
Noticing my lack of enthusiasm for our table, the waitress
offered to move us, and brought us back to the hostess stand, where we were
offered another obstructed view table, this time next to the bar and with its
view blocked by a wall, and told that if we didn’t like this table, the wait
would be an hour. So, apparently,
they can take a reservation, and promise the water view, but can’t fulfill the
request, and heaven help you if you ask for them to…While unhappy, we elect to
wait, because a) I don’t want to sit near the bar, and b) I thought an
unobstructed view would be nice.
About 10 minutes into waiting, I suggested to Elayne that we
leave. No sooner had I made that
comment did “Casey” appear to review what happened, and to discuss how to turn
our somewhat negative impression of DelFrisco’s into a fantastic one. I tell you, she had some work to do.
She told us that we’ll be seated shortly, and she’s putting
us into the section of an excellent waiter, “Eric”. Once seated, Eric came over, and I felt that he would
perhaps get this train back on track.
He was loquacious, funny, and knowledgeable, all with an East Boston
accent-now we were getting somewhere.
He was very helpful to Elayne, and her food allergies, and offered to
get me “half-orders” of the sides I wanted. When it came time to order my steak, I said “medium”…he
asked if I like it “pink all around” and I said “exactly”. He explained that they refer to their levels
of doneness differently, but I was very clear: I want it pink throughout, as he offered. I don’t like it red, and I don’t like
it brown. He assured me that it
would be exactly how I wanted. The
lesson-do not make promises your kitchen can’t keep.
The bread and salad course was perfectly fine, but
unfortunately for me, that was the highlight. Once my steak was presented, they had me cut into the middle
to ensure it was done to my liking…which it was, in the middle. As soon as I cut into the outer ring
(the tastiest part of a ribeye, IMHO), it was totally cooked through and
extremely dry. Immediately seeing
it wasn’t done right, Elayne strongly suggested I send it back, and Eric took
it back and said he would have them cook me another. In a prescient moment, I told him to take his time, because
Elayne and I agreed that the next steak was coming back rare.
Sure enough, when the server (not to be confused with the waiter)
and Eric, the waiter, brought the steak back, and have me cut into it, the big
reveal (“bus driver, cut that meat”) shows totally rare on the inside. Before I can even say anything, Eric
says “it’s wrong, take it away”.
Of course, he’s apologetic, but it’s totally not his fault. He’s working hard, trying to fix this,
but the kitchen is failing him at every turn. A few minutes later, Casey the manager shows up again, and
we have the usual and customary discussion when these things happen…”(her) really
sorry, yada yada yada… so embarrassed, yada yada yada…(me) how can the premier
steakhouse not be able to cook a steak medium, yada yada yada…great waiter, bad
hostess and kitchen staff, yada yada yada…”
My steak returns, and anyone can see that it’s changed
appearance entirely, and looks totally unappetizing. Casey is standing there and I say to her that I don’t care
how this one is cooked, I’m just eating what I can, because it’s apparent they
just can’t do this right. I showed
her the inside, which was on the rosier side of medium (and this is after
another visit to the oven), but I tell her that I just want to get on with it
so we can leave. Of course, she’s
extremely apologetic, but when it’s all said and done, there’s really nothing
left to say and nothing left to do.
Eric comes back, knowing that the meal has been a disaster,
and tells us that the entire meal has been comped, and they hope we’ll give
them another chance (not sure yet).
He really pushes dessert on us, so we ordered the sorbet, leave him a
nice tip, and get ready to go. But
before we can escape, Casey brings a card over for herself and the general
manager, and has me fill out a comment card with my name and address, so they
can contact me and hopefully convince me to come back.
Now, epilogue, the General Manager did call me, and we had a
nice conversation and some email follow-up. He
invited Elayne and me back in to dine with them, so they could prove that they
really are the premier steakhouse, both in location and food quality. Despite the miserable experience, the
fact that the GM called and followed-up, coupled with separate apology notes (via
snail mail) from both Eric and Casey, really impressed me that they are at
least trying hard, and not giving it lip-service. I will be taking them up on the offer to try it again, and
will post accordingly.
Here’s the deal…you want to claim to be the best, then you
have to walk the walk, and not just talk the talk. Sure, you have the best view, but if you’re going to charge
the price of a tank of gas for an ala carte steak, then you better bring your
A-game. Don’t call yourself a
steakhouse and fail to properly cook a steak…don’t take my reservation and tell
me I’ll have a window seat and then put me in the middle of the restaurant. Life is too short to eat bad meals and
get treated poorly.
Until next time America…I think I’m staying home.
