A Disappointing Birthday Dinner -- Poor Service, Confusing Charges, and No Hospitality…read more
I recently visited Cappo's Italian Restaurant in Portage, Indiana, with my husband and stepdaughter to celebrate my birthday. Unfortunately, what should have been a pleasant evening turned into a very disappointing experience.
I was born in New York City and have traveled extensively around the world, enjoying Italian cuisine in many different places. I appreciate good food, but I also believe that hospitality and customer service are just as important.
I ordered a 10-inch gluten-free cauliflower vegetable pizza, which was extremely underwhelming and lacked flavor. My husband ordered the cod fish dinner, and my stepdaughter and I shared a New York cheesecake for dessert. I only had one bite of the cheesecake, but it was good.
The real frustration began when the bill arrived. My pizza was listed at $13.99, with additional charges for every individual vegetable topping. Before ordering, I specifically asked our waitress, Donna, whether there was a price difference for the gluten-free pizza, and she told me no. Yet the bill reflected charges I had not expected.
When I questioned the bill, I spoke with an older blonde hostess, who said she would check with the manager. She returned a couple of minutes later and told me the bill was correct. Shortly afterward, Donna came back and acknowledged that the bill was wrong. She went to speak with her boss, and after approximately 10 minutes, she never returned to explain what had happened. Instead, the hostess simply dropped off the bill. No explanation, no apology, and no effort to make things right.
Beyond the food and billing issues, the overall atmosphere was unpleasant. The staff appeared unhappy, rushed, and irritated. There were no welcoming smiles or warmth. At one point, a waitress dropped a tray of water, and my husband got wet. She simply continued walking without even offering an apology.
I understand restaurants get busy and mistakes happen. However, courtesy, professionalism, and accountability should never be optional.
What disappointed me most was that this was my birthday dinner. I wasn't expecting special treatment, just a good meal, honest pricing, and a welcoming environment where my family and I could enjoy our time together.
A restaurant's success isn't just about getting customers through the door; it's about giving them a reason to return. Unfortunately, Cappo's gave me none.
I will not be returning, and I sincerely hope management takes customer service and hospitality more seriously in the future.