I'm sorry to place this review since we loved Carusos so much. It's hard to give it a one star, we've had so many good meals and so many memories here. With that said...
We arrive and put our name on the list for 3. They advised a 25/35 minute wait. Which is pretty normal when you eat in. We waited in the lobby and time went fast. We were finally called and advised our table was ready. We sat on the back room heading out to the patio dining. There was no patio dining that night due to cold weather. So as we walked to the back we noticed that it was pretty busy. We got to our table and we're seated. Once seated it took a while before a server came over to introduce themselves and take our drink orders. (10/15mins) by that time we were able to use the restroom, settle back in and still no server. We understood they were busy but it was obvious that it was not going to be a good start to service.
The server finally came and introduced themselves and took our drink order and water. We ordered a beer, 1/2 carafe of Chianti, and a Shirley temple. We assumed it was a fairly simple and easy order. Unfortunately this also took a long time to receive, approximately another 15 minutes. When the server finally came back with our drinks, 3/4 parties were sat in our area. One being a couple, and the other being a party of 8. The server finally took our order, the Caruso special, the stuffed shells chicken parmigiana, and the manicotti. Once again we felt it was a pretty easy order. Nothing special/time consuming order. We asked for bread and that also took a while. By this time I was done with my beer and requested another. This too took a vey long time (20min.)
While waiting we started to see that tables that were seated 10/20 minutes after us started to receive there food. Including the table of 8. At this point it had been over an hour since we had been seated. My beer finally came and the server asked if we would like more bread no mention of when our food would be ready or if they were having issues in the kitchen. We waited several more minutes and the server would not come over or make any contact. She seemed to be busy with bigger tables and we were forgotten about.
Finally, about an hour and twenty minutes into it and seeing all the tables around getting their food the frustration kicked in. The server was not coming over so I went to look for a manager (something that I rarely due) as I finally found a host to speak to a manager and walked back to our table with the host. At that time the food finally came out. I let the host know that since the food was out I would like to eat but still let the manager know about the situation. I was so hungry that I apologize for not getting pictures of the food. The Carusos special had good flavor, the manicotti looked over cooked and had some burnt spots from the broiler, the stuffed shells chicken parmigiana was over cooked.
As we were finally finishing up our meal, the server came back over and apologized for the issue. And the long wait time. She let us know that they were having some trouble in the kitchen, they had overcooked the chicken parmigiana, and had to remake it. It was interesting to hear this because she never once told us that this was an issue and it looked like the chicken Parm that they gave us was over cooked already so they were having issues in the kitchen. She did let us know that they apologized and that the manager will throw in a dessert to try to make things better. We understood they were busy and that they were having issues in the kitchen, but not once did they ever relay this information while we waited over an hour and a half for our food.
The manager never once came over to speak to us. The server finally took our order for a dessert and we were astonishing and confused when they only offered one dessert for a table of three. I felt that they could've at least made it better by offering dessert for each person at the table, or even possibly discounting the meal. None of this happened.
It was sad because this was a special celebration for both of my special girls(my wife and daughter) for a belated Valentine's Day celebration. It definitely put a damper on the evening with the bad service and lackluster
Food.
I'm not sure if we will be back, this isn't the 1st time we've had subpar service at Caruso's, but we always gave it another try. But unfortunately this one was really bad. read more