This is a "last straw" review of our dining experience at this specific restaurant location. We've only visited the San Francisco restaurant, so not generalizing across their other locations. Hopefully, the issues are only isolated in one place.
Visited Palm Sunday, after a longer church service, so we were all very hungry and looking forward to a good late breakfast. Arrived at 12:38pm, secured a table for 3 (the restaurant was crowded inside and out), didn't take long for us to submit our order. Our order - son went for his usual French Toast with Eggs & Bacon, wife order the Waffle All In & I ordered the Bananaberry Pancakes with a side of eggs and bacon, specifically requested it to be "suave", as I really don't like crispy bacon.
Here's where things went off the rails and unfortunately, it happens regularly. They never seem to have enough staff to support busy days/times - like this day which was the last Sunday of Burger Week - so wait times get extended, which is typical for them. But this time, it was ridiculous. After waiting for 35 mins, the server tells us that they ran out of strawberries, an ingredient in both my son & I's order. They sent someone to go to the supermarket to get more. We weren't offered the opportunity to change our order, since doing so would significantly delay things. Clearly, they have no kitchen management capability to identify that they were running low beforehand, work on acquiring more, while communicating to the wait staff to not take more orders until they remedied the situation. They could also have offered alternatives, like - you can get blueberries instead of strawberries for example. Point being, they allowed the situation to get to the absolute worst state before taking action. The end result - after waiting over an hour, my wife received her order, which wasn't complicated at all, followed by my son and my side order of eggs and VERY CRISPY bacon (once again), then I had to wait another 15mins before getting my pancakes.
In the end, we walked out of there at 2:35pm not happy customers. We gone through some variation of these types of issues there in the past, we'll take a break, go back, have one decent experience, return then have a similar issue and so it goes. However, this was the last straw. We're done and officially taking it out our rotation.
I've managed restaurants for a number of years in the past - this should not be a regular occurrence for what would be considered a nice family restaurant as Tosto seems it is trying to be. Just really disappointing.
