I went to Casetta for my first time and had the worst customer service of any wine bar in NY. The servers name was Dylan and he was extremely smug and arrogant. I've worked in wine professionally for several years on the supply side and personally know many of the importers and winemakers Casetta carries, however I didn't tell this to Dylan because I don't care to use my wine career to make other people feel small and dumb, unlike Dylan.
I ordered a bottle of Gamay I wasn't super familiar with and asked if he could tell me more about it. I was expecting him to talk about where in Beaujolais it's from and the style, since Beaujolais can be very diverse. Instead he condescendingly asked, "Well do you know Gamay?", when I said yes he responded, "Yeah it's like that". Not helpful and rude.
He came back after and said they don't have that bottle anyway. They also didn't have my second bottle choice. He brought over a couple magnums he explained and said he could pour us a glass of either. I wanted a 750ml bottle to share between two other people, not a glass or magnum. There was another bottle I asked if they also pour by the glass so I could try before buying it, he responded in an annoyed tone that he could pour us a glass of anything and just charge us for the glass. Again, not what I asked and he was rude about it.
Finally I settled on a bottle that they had. He didn't come back once to check on us, ask how it was, or if we needed anything else. We had to get up twice to get his attention once to order food and at the end to ask for the check. Once I asked for the check it took him 30 minutes of repeatedly walking by our table and helping other tables to finally bring the machine over for a 30 second transaction. He was the only server that I saw, but also straight up seemed like a bad server who doesn't know how to efficiently multitask and work tables.
There were other details but I will spare them. Every interaction I had with him in our two hour visit was unpleasant. If the owner or management reads this you should seriously consider getting rid of him. I know from experience that once a server develops this level of entitlement and arrogance and is left in charge, treating people like they just walked into his own personal living room, they are beyond reform and you can guarantee he's taking other liberties with your business that you're not aware of.
For customers, there are way too many wine bars in NY to deal with dime a dozen hipster douchebags who think they're better than everyone else because they work at a wine bar in LES. read more