Jail House Restaurant

I often tell people about the great staff, amazing food and great service we receive from The Jail House. Been a fan ever since we moved to Jackson about 6 years ago... and I think we go there at least once a month.

The Southwest Salmon is amazing. If I ever had to pick what my last meal would be, that would be it!

Recently I broke my wrist and had surgery, when the owners heard about it... they sent me a get well card and a gift basket! Seriously, a restaurant doing something like that!

You gotta check them out and tell them Marjie sent you!

Although we have had good food in the past, we were treated very rude recently. In trying to make a reservation, were given the run-around about walk-ins delaying our table. I guess they think that they have so much business that they can treat long-time customers rudely - we definitely won't be going back.

THIS PLACE NEEDS CUSTOMER SERVICE TRAINING! My 6-month-pregnant wife and I decided at the last moment to go to dinner because she wanted Prime Rib. I had already eaten. We drove 20 minutes from where we live to Jail House because we had a $10 off coupon that had been given to us the last time we were there (the coupon was given to us because we had bad service). We got to the table and I noticed I didn't have my wallet on me. I went to the car and it was not there either. While I was gone, my wife had ordered the special on the board that she noticed when we walked in, which was Prime Rib and lobster, $40). We never even opened the menus. She had me order a bowl of soup so she was not eating alone. She couldn't finish the Prime Rib & lobster she had ordered, so she put some on the bread plate for me. At the end of the meal, I told the server (Sheila) that I would leave my information and return with my wallet and the coupon I had in it. She told us that she would ask the manager. She promptly returned and told us that the manager said, "one of us would have to stay behind at the bar". I was irate, but said nothing at this point and complied. Roughly 40 minutes later, after I had gone home and returned with my wallet, my wife informed me that the server (Sheila) had put a $4 extra plate charge on. We had never been given an extra plate or been informed of this. I had even ordered a soup ($3) I didn’t want/need so that my wife didn’t feel uncomfortable. Shelia was argumentative, confrontational, and rude in her manner towards us. She even tried to grab the credit card out of my hand saying, “I’ll just take your card so I can run this now!” We asked to see the manger and she refused, and then finally went to get her. The manger (Dianne) explained to us that the owner was out of town for a week and she didn’t have the authority to overturn the $4 charge (Seriously?!). Diane also informed us that the waitress was supposed to inform us that she would be adding a $4 plate charge, which she failed to do. Dianne also explained that the plate charge should be on the menu; however, since we had seen the “special” on the board and knew what we wanted, we didn’t even look at the menu. Dianne witnessed the server’s poor behavior and acknowledged it, saying that it was, “way out of her norm-she had been there for 15 years; however, she never should have spoken to us like that.”

From what I know of customer service, it is to acknowledge the problem of the customer, apologize for any inconvenience, and come up with a solution. At no time did we feel that anybody cared to listen to our problem. I even felt that the manager just wanted to take my card and swipe it and be done with us. We were given the $10 of for poor service from our prior visit, only to be used to experience this. We will never go back to a place where the server is hostile, and the manger not being empowered to do anything by an owner who is on vacation! As a husband to a pregnant wife, I am DISGUSTED by the fact that I had to leave my wife and unborn son as “Collateral”, when I drove home to Cedarburg to retrieve my wallet! It turns out that the manager said that she had never been informed of the situation by the server and that we could have gladly departed as a couple. So that tells me the server (Sheila) lied, and I doubt that the owner didn’t empower the manger to do what was needed to be done (whatever) while she was gone. Husbands, wives, and children (family)- DON’T GO HERE!

The food and service are always impressive. Love going here for a relaxing dining experience.

Great food and service. A little on the higher end but well worth it.