Ruby Tuesday, Inc. Complaint - Georgetown, KY needs to train their cooks
GEORGETOWN, KENTUCKY -- I eat at Ruby Tuesday in Lexington, Louisville and Georgetown often when I am on the road for work-related travel. I have always received service that is at least acceptable. But my last two visits to the Georgetown, KY store have guaranteed that I will never return to this location. I would not suggest this store to anyone that I know.
When I arrived at the door, I was greated by a manager who suggested the bar area because of your new happy hour. So I was seated at the bar. Didn't like the happy hour choices so I instead ordered a ribeye. The food was brought to my table by the same manager who greated me at the door (I think he said his name was Wayne). When he sat my plate down, I could tell that the meat was overcooked, so I immediately asked him if my steak was medium rare as I ordered. He assured me that it was and informed me that the kitchen staff takes the temp of every steak before it is taken off the grill. When I cut into the steak, it was obvious that he did not know what he was talking about, because this meat was way past medium well.
When I brought it to the attention of my server, he immediately apologizes and takes the plate off my table. Within seconds, Wayne, the manager, comes to my table, apologies, and tells me he will get me another one, cooked fresh, and made to order this time. I watched him speak to the cooks. I overheard him tell them that this was the 4th steak in the last 15 minutes that had to be recooked. The cook, a Mexican man, immediately started to argue with Wayne and told him he had taken the temp of the meat and the steak was right the first time. I watched Wayne talk to him or at least two minutes before they finally listened to him and put another steak on the grill.
About 15 minutes later, another steak arrives at my table, delivered once again by Wayne. He was very nice, offered me a discount on my meal for the trouble, offered me a free desert. I declined his offer and once again becan to eat my steak. I cut into it directly in the center, and this time, the steak was more well done than the first one. Keep in mind, I ordered a medium rare steak that was medium well the first time, and has now come to my table well done the second time. I carry the plate to Wayne and you can tell he is embarrasssed by the mistake. He immediately apologizes and tells me if I am willing to eat the overcooked steak, he will take it off my ticket completely and that my meal will be free. I agreed.
But I then saw Wayne go back to the cooks and talk to them about the situation. Again, the cooks were not willing to listen to him and started sticking a themoter into steaks sitting in the window to show the manager that they were cooked correctly. The cook touched three steaks in the window WITHOUT GLOVES ON!!!!!!!
While the manager seemed to be a hard worker and was very nice and willing to work with me on the problem, it was obvious he had no control over the kitchen staff. One cook had no hat or hair net on. Another cook that was sticking the themoter into the meat in the window had no gloves on. Sitting at the bar, I saw this cook touch several pieces of hamburger and a couple steaks, without gloves on, then touches cooked meat without gloves or washing his hands. THAT'S NASTY!!!!!!
I was pleased with everything about this location except for the cooks actions and attitudes. If I had been Wayne, I would have fired the employee on the spot for the way he argued over the problem instead of trying to fix the problem. Everyone at the bar could see this take place, and I hope they also recognized the unsanitary way the cooks handle food.
Next time I am in the Georgetown area, I will eat at Applebee's up the road, or will spend the extra time and money to travel to Lexington, instead of giving my business to a store that had rude cooks who do not care about my health. I would suggest that anyone who read this do the same before these guys kill someone with their unsanitar conditions.