I rarely publish negative reviews as I think that a restaurant that provides poor service does not deserve any publicity, but I also think some experiences should be shared. I had dinner with my girlfriend at Cutler and Co on Sunday night and I’m not gushing about it.
I wasn’t planning on writing a review as it has already been reviewed so many times. We were out to enjoy ourselves. I considered myself ‘off-duty’ as a food blogger and deliberately did not bring my camera with me. The review I now find myself unexpectedly writing looks rather barren, so I have linked to other reviews that contain photos of the same dishes we ate.
We had a booking for 6.30pm and were told to be prompt as we had to vacate the table by 8.30pm for a later booking. We were also told we were welcome to arrive earlier and have a drink from 6.00pm.
We arrived at 6.15pm, explained we had a booking and asked whether we should sit in the front bar area or go straight to our table. Our smarmy pony-tailed waiter offered us a table at the bar and took my cocktail order. We waited. And waited. No drink. He sauntered about to little effect but did look very pleased with himself.
Judging from the overheard conversation, the table next to us was also there for an early booking. At 6.30pm they stood and indicated that they expected to be seated at their table. They moved into the rear dining area. We sat for few more minutes and then did the same.
By now it was more than 20 minutes after I had ordered my drink and it still had not arrived. We had seen other people who had ordered drinks after us receive theirs already. After we were seated at our table we had to ask to be given menus as they were not immediately provided, and I was almost ready to walk out in disgust.
We read the menu and wine menu and I canceled my cocktail order. Our waitress in the dining area was infinitely better than the man in the bar. Once we had the menus, she was extremely efficient throughout the evening.
As our time was limited and some of it had been wasted, we were quick to order. I ordered the appetiser of anchovy pastries; the entree of marron, purslane, fennel and Serrano ham (photo); a glass of rose to go with the entree; the main of roast suckling pig and parsley root with turnip and plum purees (photo); and a glass of the wonderful SC Pannell ‘pronto’ mourvedre shiraz grenache blend.
My girlfriend ordered the entree of confit ocean trout with beetroot with a glass of semillon and a main of snapper with a chorizo and cuttlefish braise (photo) with a glass of the same dry rose I had with my entree (the wine list on the website is different to the one at the restaurant and I cannot remember the rest of the wines).
For dessert I had the icecream sandwich with salted caramel (photo) and my girlfriend had the coffee cake with banana sorbet and raspberries. Our time was running out. We skipped on dessert wines and coffees, asked for the bill, paid and left at 8.30pm exactly. Approx $240 for two including 4 glasses of wine. Reasonable value for very fine food, but insulting for disgusting service.
Our waitress in the dining area saved the evening for us, and made it a pleasant experience from the time we ordered. Unfortunately, her good service could not completely make up for my first impression, which was of a place that employs smug idiots at front of house to discourage customers from ever wanting to return. This is a sign that complacency has set in.
After browsing through all the reviews I could find, it was not surprising to discover that I’m not alone in having complaints about the service: see here and here. For reviews from 2009, see d0ublecooked, melhotornot, herestheveg, jeroxie and saucythyme. From 2010, see gourmettoglam, tastedbytwo, mailintalks, melbournegastronome, petedoesstuff and akajean.
Although the food is excellent, I won’t be returning and I won’t be recommending it to friends. If you want a splendid dining experience in Fitzroy, try The Commoner, Griff’s wine pub, St Jude’s Cellars or Mon Ami instead. Actually, try anywhere. Food tastes better when you’re encouraged to feel relaxed and comfortable.
I’ve heard from other diners that someone from Cutler and Co may call you the next day to ask if you enjoyed your meal. I received no phone call on Monday, and if I receive one today I will simply direct them to read my review.
6 April 2010 at 8:22 pm
Any place that puts truffle oil on pizza rates a mention. Ladro. Been there plenty of times and am yet to be let down.
And man, for what it is, Bimbos.
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6 April 2010 at 9:10 pm
I’m sorry to hear that your experience at Cutler and Co was disappointing – last year I treated the Circa team to the shop’s anniversary dinner there and I found everything to be excellent, and especially enjoyed the ice cream sandwich for dessert.
Hopefully they will read your review and take the opportunity to improve things. As you say, first impressions are very important. A lesser restaurant would have done better in that regard, but even the best of venues can fall down occasionally.
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7 April 2010 at 8:47 pm
Similar experience and feeling last September so not a new thing. Can’t stand a restaurant at that level and price that inist you are in and out within a certain time. Fair enough they want ppl through but I felt particularly as a couple dining we were in and out, $300+ spent in what felt like less than 2 hours for 3 courses and a mid priced bottle of wine. For me food was good, but not exceptional. Service just felt routine and rushed, by the end you can just imagine the ppl at the bar waiting for your table. Haven’t been back and probably won’t go back to the dining room. Considering trying the front bar though. A real shame really, I used to love three two one, good food, great service in a relaxed easy paced atmosphere, at the end it always felt like a great meal and dining experience
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12 April 2010 at 5:14 pm
Brian, I believe I’ve also had a run-in with your smarmy pony-tailed waited at front-of-house. He has also ensured I will never ever return and that I let everyone know about the worst experience I’ve ever had at the hands of restaurant service. This is probably about a year ago, but my partner and I on a Tuesday dropped by (very early, about 6pm) to see if they had a table on that night. We were told they would check if they have a table, but in the meantime – would we like to have a look at the bar menu/order a drink? So, we got some drinks and he tried very hard to encourage us to get some food of the bar menu (which we refused), and then half an hour went by before they eventually kindly let us know that actually no… they had no tables till 10:30pm!! Ummm.. Surely they knew they had no tables when we came in?? We then watched in dismay as they started to pull the same trick on some other poor hapless couple that had wandered in, but when they looked at our horrified faces – realized they better just own up and let them know there were no tables. So yes, beware – this place should definitely be avoided at all costs!
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12 April 2010 at 5:28 pm
Thanks for adding this comment – this kind of behaviour is unacceptable.
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22 May 2010 at 3:22 pm
Hi Brian,
my partner and I finally made it to Cutler and Co last night – amazingly, we had almost the EXACT experience with the smarmy pony tailed barman/waiter.
Got there at 8.30 on the dot last night (we’d booked 3 months earlier for the second sitting on a Friday night) and were promptly offered drinks at the bar. We ordered, stood and waited 15 mins for a Beechworth bling and a campari soda – when the beer arrived, it was poured with about 12 cm of head, and mr pony tail set it down with apologised for ‘pouring a cappucino’ with a smirk – no offer of a repour. 20 mins later, still standing at the bar, everyone else had been shown to their tables by the quirky maitre-d. In the end, had to go and find someone to seat us (mr pony tail preoccupied with Caipirinha).
Great service when we sat down at the table, wine was good value at $45 for an outstanding NZ pinot, and duck entree was to die for. Disappointing pork belly though – at $43 for a small wedge of belly, smear of parsnip puree and mustard jelly it was questionable value. The $17 Western Plains thrice cooked pork belly with fava bean puree at Anada is streaks ahead in taste and value.
All in all, an ok experience, but not sure I’ll be in a great hurry to head back.
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22 May 2010 at 3:25 pm
Hi Adele, thanks for your comment! Ponytail dude should be fired – he appears to be costing this restaurant a lot of potential repeat customers. He’s the primary reason why I will never return.
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