Oh, I forgot the funniest part of the evening. At one point, the Mrs. says, "well at least you'll get a good blog post out of this."

Oh, I forgot the other funny moment. At the end when everyone was apologizing, the Mrs. said, "well, if we'd had a bottle of champagne we could have at least got drunk and then we wouldn't have noticed or cared."

I'm still a bit mystified as to why people would pay such an exhorbitant amount for a steak that's no better than the ones served at Copper Cellar or the Chop House.

I've been to Ruth's Chris in Atlanta and DC, and I was singularly unimpressed with both of them. Looks like Knoxville fits the same corporate profile.

Thanks for the warning.

~Russ

I'm no lobster connoisseur. If it hadn't been that we had lobster recently during our trip to Maine and it was excellent (along with the prime rib), I may not have known exactly what to expect. This was Caribbean lobster. Maybe it is supposed to be rubbery. I have cooked shrimp too long and it turned out rubbery, thus my surprise that Ruth's Chris would serve such bad lobster.

Also, the butter for the lobster was provided with an elaborate setup that included a candle to melt the butter. R.'s candle arrived unlit. We waited for the server to return and light it. We kept swapping our butters to slowly get them both melted from my candle. We finally came up with a lighter and lit it ourselves.

For a $200+ meal that pretty piss poor service. I might expect some delays in getting served due to the holiday rush etc...but the quality of food you received is unacceptable. I was going to take my wife there for her birthday in Jan. I'd probably do better to grill my own Fresh Market steaks like you did.

The Ruth's Chris steakhouses in Atlanta and Connecticut at which I have dined have been much better than the one that you describe. I would chalk it up to poor planning, poor staffing, and/or inexperience on the part of management. However, I echo the sentiment that RCSH is very much overpriced. I would never have eaten there were I not on a corporate expense account. Heh.

Yeah, I've been to one in Baton Rouge and another in Orlando (actually, Longwood, I think). They were better, but not that remarkable either. This one was obviously having a bad night.

Wine geek alert:

"(Their wine list is quite impressive if you're in to that sort of thing, but now I have to wonder if it's all for show and whether they really have them all)."

Our current favorite (and non-chain) steak joint has an impressive wine list too. It won Wine Spectator's "Wine List of Distinction" (and it isn't in New York). The criteria for the award includes that the actually cellar was checked to see if the wine was actually there.

*PS. The wife (who loves a good steak) is getting a kick out of the Ruth's Chris not living up to the hype in Knoxville. She hates them as they are nothing but an expense account sponge for middle-management types who end up in trouble for turning in a $300 tab. It's interesting that supposedly unsophisticated Knoxville would see right through it! I suggest everyone get a copy of Zagat's to go on their phone and try out some local places when you are on a business trip.

True happiness is knowing you are a hypocrite. -- Ivor Cutler

I ate at the Ruth's Chris in Nashville two weeks ago. Terrific on all counts as for food and service. The dining room isn't much for looks and feel. The dining rooms at the Nashville Mortons and the Palm are better. I was at the Palm in Nashville last Sat. night. Everything was wonderful. Best meal I've had in a while.

One thing I noted a couple of weeks back. The "Capital Grill" in the remodeled Hermitage Hotel in Nashville is not the same Capital Grille steakhouse some might be familiar with. The steakhouse chain is similar to Morton's, the Palm, etc. The restaurant in the Hermitage is just beautiful and the menu varied (and pricey), but don't get it confused.

Randy, maybe take them up on a return visit when it's not so crowded and the staff overwhelmed.

We have friends who have been, I believe more than once, to this one and report nothing but a wonderful experience. I know I'm just an unsophisticated hick, but I can't understand a business model that justifies such prices, let alone sufficient demand to support it. Just boggles my mind.

Our best dinners--not just atmosphere, but food-wise--are ones Mrs. FC cooks and I help by grilling the fish. Our most expensive dinner out I can remember in Knoxville was an anniversary at Mango's, where the total bill was still way under $100. In California last year, we had an unbelievable meal "at river's edge" overlooking the junction of the Russian River and the Pacific. Including a great bottle of wine and tip we spent something like $160. Couldn't do that very often, but it was well worth it all things considered.

I love Ruth Chris. Best service, and by far the best food. One bad experience sucks, but I go there twice a week and have nothing but good experiences. Food melts in your mouth, and the prices are high, but manageable. $35 steak, 2 $8 sides, and a few drinks and you are in for the time of your life.

the time of your life

Too funny. I had great times when it was Riverside Tavern for 1/3 or less of the price.

At the risk of sounding like SayUncle, the best steaks are the ones I grill myself. :)

I've also been underwhelmed by Ruth's Chris, having only been to the one in San Diego. I get the impression that they're a lot more about the theater than the food. I've always thought about giving them a second chance, but now I may reconsider.

For what it's worth, though, the manager did the right thing by comping your meal. It's smart business. I'm surprised he didn't comp it and offer a discount on a return visit. If you do decide to return, make sure you talk to the manager (the one who comped you) upon your arrival. A good manager will give his staff "the talk" for a return customer, especially one who previously had a bad experience, irrespective of whether you're "someone important."

My wife and I had a small dinner (more like a snack, really) at a fine dining restaurant here in Memphis that had just opened up at the time. Everything was good, but the food was very slow to come out, and something (I don't even remember what) wasn't exactly as we ordered it. I tipped nicely (the server was frequently around; it was the kitchen that was slow), but remarked briefly about the things that were not right. On every subsequent visit, they've treated us like royalty, and the food has been exquisite. That manager, at least, knew the value of working to correct a bad first impression.

As to the hair, look at the bright side: at 500F, it was completely sterilized. :)

Congrats on the anniversary. How many now?

If you go back, send the link to this post if you can in the reservation form. I bet you'll get treated right on any night. Happy Anniversary.

Sorry - disagree completely with the negatives. Truly the best food, atmosphere and service ever! I know this is a 'chain' restaurant, but does not fit any of the typical chain restuarant criteria. Maybe the critiqu-ers need their Applebees, O'Charley fixes.

Maybe the critiqu-ers need their Applebees, O'Charley fixes.

I have never dined at an O'Charley's, and only once or twice that I can remember at Applebees and only because it was the only restaurant with a bar convenient to the interstate hotel in rural South GA where we were for business.

A couple of months ago, my son and I dined at Applebee's. After finishing about 2/3 of his meal, my son noticed a fly mixed in with the barbeque sauce on his entree. I promptly notified the server who in turn sent over the manager. After apologizing, they comp'ed his entree only. Not the baked potato that he of course did not eat, his drink or my meal.

That did it for me. No more Applebee's.

Yes, it could be worse.

Really sorry to hear about your experience. You only get one shot at making the most of a special occasion.

That said, no matter the establishment, there are going to be horror stories like yours. When it happens, the only right and reasonable thing to do is what this manager did, and offer an apology and to comp the entire meal.

I'm not sure why you refused that offer. It was an honest attempt to do the right thing, given the circumstances. And whether you agree or not, I think it might have mitigated your disgust somewhat. I realize that it's not about the money. But they can't take back your experience. It's as tangible and sincere an effort to apologize, and your refusing to accept it just buffoons me. It's sort of like refusing to accept an apology.

It does sound like there are some real issues at the place. And I hope they get them worked out. But it's reassuring to me to know that when worse comes to worst, they're at least responsible enough to do what's right. I think we've probably all had nightmares like this happen. But how the management reacts when it does is a real test of the place's values and regard for satisfaction.
~m.

Sorry to break it to you all but there are dirty and disgusting things that happen in ALL restaurants. This has been an interesting thread...seems there is a arrogant attitude of sorts about mainstream things. So people eat at O'Charleys or Calhouns....big deal. Just because they aren't going to a local place (that is likely to have just as many issues...did ya read the story about the special hair in the local place off Asheville highway last week?)doesn't make them bourgeois.

I'm not sure why you refused that offer.

I didn't refuse it. I just told him it wasn't necessary, i.e. I wasn't just looking to get a free meal. And yes, it was the correct thing for them to do, and I accepted it.

In rereading the account, I understand that you did accept the comp. You weren't looking for a free meal, and Ruth's wasn't looking to get paid for something they didn't provide.

Thanks for the story. It won't keep me from going. But if my visit goes anything like yours I won't be able to say I wasn't warned. I haven't heard much from folks about the place. But what little I have heard hasn't been very positive.

If they are busy (and the same goes for any restaurant, really), you might take a pass and come back when things are a little more settled down.

As I said in the post, one of the first things we noticed was the staff's apparent composure among all the controlled chaos. I guess that's training. I think it mostly boils down to the kitchen being overwhelmed. Maybe they shouldn't book two banquet room parties at the same time.

I found what looked like part of a mop in my 1/2 cup bowl of pinto beans at a Knoxville area cafeteria several years ago. The waitress took it and showed the manager and he comped just the beans. Did not even come over and say anything to me.

Maybe they shouldn't book two banquet room parties at the same time.

I was talking with a restaurant manager last night about the season and how it effects the business. He was saying that it's not so much the big parties -- they're booked and they plan for that -- but the number of people who are having impromptu gatherings getting tables or 8 or 10 that really puts the strain on. Those things happen. But this week it's particularly frequent.

You made reservations. But I wonder how many of your fellow diners did.
~m.

I think if a restaurant that screws up truly wants you back, they should offer a dessert on the house, or a small discount or gift card for a future visit, not wipe out the bill for a bad experience.

I understand what you're saying. But tearing up a $170+ check (knowing you're going to have to answer to your management for it) is still a decent gesture. And it sounds as if, in this instance, there was no lack of contrition.
~m.

I understand what you're saying. But tearing up a $170+ check . . .

Keep in mind that the $170+ check we are talking about has a street value of about $40.

Wearybottom Associates

I'm from Nashville, well, Franklin actually, and am shocked and saddened to learn that Riverside is gone. I ate there numerous times over the last several years and always looked forward to the next visit. Top shelf all the way!

Have been to Ruths Chris in Nashville and several other cities and never had anything less than a wonderful experience, be it costly.

My last couple of visits to Knoxville landed me at West Side Tavern where I had excellent steaks, sides, sips, and service.

and I was never really impressed with the place. Other than the view it had little to recommend and service was spotty. You could go to Regas (which I still love despite ownership changes over the years), spend about the same, get better service, and then come down and look at the water.

I detested the Tennesse Grille .. one could purchase a finer meal at a Bojangles. The new place, Bridgeview Grille, is a lot better (at least the two times I have been there) though it is a bit more expensive. I'd be interested in hearing from anyone else who has been there.

If I go to a steak house, I expect steak...Not good food. So the service better be first rate. I've eaten at The Morton's and The Ruth's Chris and had excellent service at both, and I've not felt the need to return to either.

If I want good food AND good service, I go to one of the fine Chef owned restaurants found in nearly every city all over the planet. Knoxville has several.

This is the unfortunate consequences of what happens when a restaurant chain gets to big, to fast.

Ruth Chris started almost by accident by a single mom who stumbled into the restaurant industry. Her strong focus on food, quality of service, and innovation in cooking techniques, ultimately lead to the success of the brand. As a small chain/franchise, the brand held true with it's focus on quality and it constant oversight by the founder. Now that they have over 100 restaurants, that individual focus on quality and consistency literally can't be maintained. Common sense will tell you , if you aren't financially vested into a business somehow, even though you may be the best manager or employee in the world, the intensity level for quality is not the same as if you owned it.

This same story can be told for countless other restaurants that made it big. They all started out fantastic, but as they got bigger, the original things that made them great slowly began to disappear. Ruby Tuesday's would be a prime example of this. (no offense to anyone who likes Ruby's Tuesday's...but if you've ever eaten at the original one, you know what Ruby's has become is no comparison to what it started out as)

Any new restaurant opening is a major undertaking and is destined for mistakes. It always takes a little time for a new restaurant to become cohesive. It sounds like they handled your situation correctly in the end by acknowledging your poor experience, comping your meal, and asking you to return.

I'm sure Ruth Chris will work out their kinks, they are a successful company with a good track record. But I doubt it will ever be as good as it was when they started.

My experiences have taught me to stick with local mom and pops, chef owned, or small locally owned chains to ensure an all around good dining experience, not to mention the support of the small business owner.