Ruined my weekend lunch with family.
1. Waiters barely spoke English
2. Forgot to put in orders for two main dishes and a drink
3. Didn't have the courtesy to apologize or make amends
4. Wait staff were barely around and impossible to beckon
5. Didn't check in midway through the meal to check if everything was ok
6. Didn't refill water or bring out a new bottle
7. Didn't offer or remind us of a dessert menu towards the end of the meal
Food itself was passable. lasagna was the only saving grace. Corn fritters had goddamn chart masala. Yuck. Pizza was soggy. Potato skins was great. The bruschettas were sad. Pesto was a total fake.
Good thing we skipped the Sun buffet which had flies sitting on open food. We should have run right then and there!
This comes from a long time patron of authentic Italian restaurants all over the US. Little Italy is a sad story.
obviously
Replied by: Team Little Italy, Koramangala, on Dec 19, 2011 Flag this
While I know that my words and apologies may not help roll back the unpleasant experience you had yesterday, I can only request you to accept my personal apologies for the same. While the intent was not at all to ruin your weekend time with family, but inadvertently if it has been so, then I deeply regret this. I personally feel very bad because this caused a lot of discomfort and inconvenience to you and your family and marred your family outing. In this incident, we seem to have deviated from our team’s goal of giving our guests a good overall experience with us.
It has been our endeavor as a team to ensure quality of service and food to all our guests at all times. If however the basics of service and food quality itself are not adhered to, then such lapses are absolutely not acceptable to us and not in keeping with our internal standards set for our team. These lapses will be dealt with the most stringent actions from our end. I have looked into each of these issues to make sure that they never crop up ever again.
Lastly I thank you for your observations, yes I truly appreciate your straight feedback. The brickbats help us stay grounded to reality, in our effort to continuously improve, and yes not repeat our mistakes again. I would really appreciate if you give us a second change to better your experience with us. Would then love to meet you in person and get your opinion on the improved aspects of service and food as well as any other suggestions.
Warm regards
Aniruddha
Replied by: obviously, on Dec 24, 2011 Flag this
The top restaurants in the world are known for their service more than just the quality of the food or ambience. You might want to watch shows like Restaurant Impossible or Hells Kitchen to see why restaurants tend to fail.
Aspects live pasta station might be innovative for some, and thy might overlook the basics.
Let me add a few more points from my afternoon out:
1. Waiter refused to serve out the corn fritters saying "I can't do, there's no spoon". How about picking out a pair of tongs, especially when there was no place to set down the plate?
2. My 3 yr old daughter dropped two forks. We placed them on the edge of the table and asked them to please take them away. No response.
3. We asked the waiter to describe the Chefs special pizza. He said it had "all vegetables". We asked him what these vegetables were and his response ... "all vegetables Sir" ... With a mix or irritation and bemusement. Of course how dare we ignorant desis question an Italian expert.
4. In passing I mentioned we would get dessert towards the end of the meal, but would like to have it served before or during the second course because we had a flight to catch that day. No response and no dessert that day.
Coming to food: how about getting authentic cheese and not cheese paste possibly squeezed from a tube or scooped from a can? Buffalo mozzarella and cheese paste / goo are not even related.
I tend to enjoy respecting wait staff at restaurants unlike what I see most Indians do .. Ie treat and speak to waiters in a brusque and rude manner. Possibly that gets better service?! Be in India as the Indians ... ?
Replied by: Team Little Italy, Koramangala, on Dec 25, 2011 Flag this
As I said earlier too this is indeed about basics and I too consider the service aspects to be more of a hygiene factor, hence expect the same to be taken care of by default. So no two second thoughts about the same.
In fact reading through your comments, i am yet to digest that our boys could go so wrong [seems as if it was indeed a bad day for you as well as us, no matter what we did ;-( ]. Goes to show that we are indeed human after all. Again as I mentioned earlier, we dont take such kind of guest feedback lightly, even a rare occurrence such as this, and giving our guests the benefit of doubt of course, we have taken all necessary action on this.
With regards to the cheese, let me inform you that the cheese we source couldnt be more authentic than what it is today. It is sourced from our own cheese farm and is used across all Little Italy outlets across the country. We dont believe in using packaged cheese or canned cheese which other restaurants or fast food joints may be using.
Lastly, thanks again for your feedback, appreciate your taking your time out to give me such a comprehensive one.
I am open to inputs and more suggestions. Since you have traveled extensively and have dined at so many restaurants across the globe, if you feel so, pl do write in to me at aniruddha.gharat@gmail.com with your suggestions and feedback on the same.
Thanks and regards
Aniruddha
Replied by: obviously, on Dec 25, 2011 Flag this
Appreciate the clarification on the cheese. I do miss the fresh mozzarella, shavings of pecorino romano and other varieties of fine cheese that add robustness and rich flavor.
Thanks for taking the time to engage. Best wishes.
Replied by: Team Little Italy, Koramangala, on Dec 27, 2011 Flag this
Would love to meet up at the resto in person.
Warm regards
Aniruddha