Bull and Butcher

I’m glad that there have been places opening up in Singapore that offer grass-​fed beef so I was excited to try Bull and Butcher out.
I was very dissapointed after eating here and wish I didn’t listen to the hype. The service is ok, the steak was the actually the worst I’ve had at a restaurant (I’d rather go to a chain like Outback), and price wise it is expensive for what you get.
The husband and I ordered argentinean grass fed sirloin 300 grams ($ 31) cooked medium well. 30 minutes later (yes, it took forever), what came to our table was this block of tough inedible meat.
We complained to someone that wasn’t our waiter who offered to get us a new steak but we opted not to, since it took them almost 30 minutes to even get that first one out. When we later brought it up to the guy who was our waiter, his explanation was that the sirloin would have cooked even more as time passed. yes that is true but it was actually tough when they first served it. His second explanation was that for the sirloin at medium well, it would inevitably be very tough. I’m no expert but shouldn’t it be the chef’s responsibility to know the right temperature, how long to cook it based on the thickness of the steak, the cut, etc. so that even if we order it medium well it won’t be as tough and dry as beef jerky?
And even then, if they know that their sirloin at medium well would be practically inedible, shouldn’t they give the customers a heads up?
Even though the meat was so tough, I forced it down not wanting to let $ 31 to waste. It would be nice if their steaks at least came with sides or something.