Thirsty Lion Gastropub - Euless

Great service every time we stop by, the food, and the drinks are amazing! Thanks to all servers!

We decided to return today, hoping for a better experience, but we were let down again. When we were first seated, a friendly server greeted us and brought us waters and menus, which is something Thirsty Lion consistently excels at. Unfortunately, that was where the positives ended. We placed our drink orders, but the server struggled with the handheld device used for taking orders. Our drinks finally arrived about 10 minutes later, but they were incorrect. Since they offered things we liked, we didn’t mention it. Next, we ordered food, which went smoothly. However, we ended up waiting and waiting with no explanation. During this time, I ordered a glass of wine that took 40 minutes to arrive, and the server even had to ask me what I had ordered. When our food finally came out, my husband’s dish was cold, and I still hadn’t received my drink. The server casually mentioned, “Here’s your food, and I’ll see if your drinks are ready, I guess.” I understand that restaurants are struggling with staffing, but if we wanted this level of service, we could find it at other local places for much lower prices. I really hope Thirsty Lion addresses these issues soon. It will be a while before we decide to return.

The food is consistently fantastic, and the service is equally impressive. The location is conveniently situated with a parking garage right across the street, making it easy to visit, especially on hot days. The atmosphere is wonderful, the place is always clean, the staff is friendly, and the food is perfect. I have no complaints whatsoever.

When I walked in, I was given a glass of water, which turned out to be badly chipped. I didn't notice this at first, but when I took a sip, it ended up hurting my lip. I ordered the ahi poke bowl, which was incredibly spicy—so spicy that I couldn't finish it, even though I usually enjoy heat. When I asked for the check, the waiter hovered over me, expecting me to use his little machine to pay and tip. It felt awkward to close out my tab with him watching me. When I pointed out that servers typically leave the check for customers to handle, he responded, "This isn’t Chilis."

This is the first time I feel compelled to leave a negative review, and it all boils down to customer service. I visited the restaurant to watch a football game and asked two staff members to check if we could get the game on, which was being aired by ESPN, so there shouldn't have been any issues with that. One staff member never followed up, and the server chose to socialize with coworkers instead of addressing our request. Eventually, the server informed us that they would not be able to accommodate us, so we decided to cancel our order and leave. Before we left, I asked to speak with the manager to explain our reasons for leaving, which primarily revolved around the lack of follow-up from the staff. Unfortunately, we won’t be returning, and I hope the staff learns the importance of their service level and the impact it has on customer experience.