I have literally never written a Yelp review. NEVER. I have worked in restaurants for 10+ years and Yelp is the bane of every hospitality workers existence. This time I had to. I have never had a customer service experience so horrible and because Gino's management has no way to be contacted by email, only phone, and they are closed today, I needed to get my frustration out while it's still very fresh.
My husband and I went to Gino's after seeing a comedy show at the Rodeo. It was our first date night out without our 6 month old baby. We hadn't been in a while and in the past we have always had a good experience. We spend a lot more time at Bagel Corner and Angelina's, but Gino's has always been good.
Anyway, last night we went in around 8 pm and there were no tables available so we were placed in the bar. This is our usual experience because we never make reservations. We ordered a bottle of wine, the Montepulciano which was a $49 bottle, while we decided on dinner. The bartender had no idea what we ordered, although she pretended to, and walked away. After some discussion with her fellow bartender she came back and asked again, and again I pointed to the Montepulciano. She scurried away, with more discussion with the other bartender and then the other bartender came over with a bottle. She showed us, I thought it seemed right, what do I know? I don't work there. I don't know labels. I am the CUSTOMER and it is your job to know your wine list. The bottle she brought was Montalcino. Close, I'll give it to her, but again, not my job to know the difference. She opened it, I smelled it, it wasn't corked, she poured us our glasses, and then she left. After a few minutes I said to my husband, this doesn't look right. I don't think this is the bottle I ordered. I grabbed a list, and much to my dismay, this was the bottle right above the one I ordered, selling for a whopping $119. I called the girl over and she went to tell the manager. This is where things got ridiculous.
The manager came over and told us there was nothing he could do because the bottle was already opened. He made it seem as though it was OUR problem that the wrong bottle got opened. There was little to no concern for the fact that the bartender/server just made a $70 mistake and basically WE should have caught the error.
There are several things wrong with this scenario.
1) Being a server and bartender in the past, there is NO way I would open a $120 bottle of wine unless I was darn sure that it was the bottle the customer ordered. If I wasn't sure, I would bring the list over to compare, or point to the price on the list before opening the wine (tacky, yes. But far better than making this mistake)
2) Do these servers/bartenders have ANY wine training? It seems like they don't. You should know your wine list if you are going to serve wine to your customers. At the very least, know the Italian wines at an Italian restaurant because your customers most likely don't speak Italian. Service in this town is very poor in general, but at a restaurant like this, the servers should at least have baseline wine knowledge.
3) Finally, the management. What is the point of having a manger if he can't make important decisions when it comes to customer service. I have NEVER encountered a more incompetent manager (and I've worked with some real questionable ones). The fact that he didn't do anything about it alone was ridiculous, but also he used the owner as an excuse. He said the owner isn't here so I can't do anything about it. Any place I have ever worked would take back the wine, bring the customer the one they ordered, apologize for the mistake, make sure the server understood they were in hot water and they better learn their wine list, and then use the opened bottle as a training opportunity for the other servers where we would taste a wine we would normally not get to try so we could improve our wine knowledge. NONE of that was done and basically NOTHING was done. As an "attempt" to make up for it, the manager sent out 2 pieces of bruschetta. Bread and tomatoes. Maybe cost the restaurant 50 cents. If you won't fix the wine mistake, fine. But maybe cover our food as an attempt to offset the cost. Its not like we ordered $30 ribeyes. We had clams and a special with gnocchi and filet tips. Easily could have been paid for without costing the restaurant a massive amount of money. There was no attempt to make up for the mistake except for $1 bruschetta. The whole management side gets an F from me. May I suggest training your staff to deal with situations like this in the future in a way that benefits the customer without costing the restaurant money and customers, because after this $70 mistake I will not be returning to Gino's. read more