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Service: 0.1/5
Ambience: 3/5
Food: 3/5 (might as well go to Little Italy for the pricing and better service)
To be clear, I did try reaching out via Instagram before writing this review and never heard back.
I decided to take my parents out for their 38-year anniversary, and they chose to try the place I've been telling them about Garbatella. My birthday is also the day before their anniversary, so this dinner was meant to be special.
We walked in at 5:15 PM after seeing on the website that Happy Hour was from 3:00-5:30 PM. Our reservation was at 5:45 PM, so we wanted to catch the end of HH. We stood there for almost five minutes without being greeted, which in any restaurant for a guest is a long time.
When we were finally acknowledged, the server already seemed irritated by our existence. We told her we had a 5:45 PM reservation but wanted to enjoy Happy Hour and asked if we should order at the bar or if we could do it at the table. She completely ignored the question, sat us, and handed us regular menus. When I asked again, she said HH was already over. I mentioned the website says 5:30 PM--and at that point it was only 5:22 PM. She responded that it actually ends at 5:00 PM and that the website is outdated.
She then seated us directly between the only two other tables in an otherwise empty restaurant, so there was no sense of space or privacy. Again, if it was a full house totally understand but it was practically vacant.
Trying to laugh past it, we ordered drinks and bread. The bread came out before the drinks--which is a restaurant SIN. When I tried to order the Pappardelle Rione (a dish I've ordered here many times and is still listed online), she told me they no longer have it and again said the website is old. I asked if there was anything similar or if the kitchen could make something close, and she pointed me to roast beef with mashed potatoes... after I had clearly said I wanted pasta.
She rushed through taking the rest of our order, and I already felt like an inconvenience. Mind you, there were only three tables in the entire restaurant. She could have tried to meet me in the middle on an item but acted as if she had no time to deal with my order or make any suggestions per my requests.
Two minutes after ordering, I decided to switch to the bolognese with burrata--just to stick with pasta like I originally wanted. She told me they had already started my dish and that changing it would be an additional charge. At that point, with the inconsistencies in HH timing, outdated website menu, seating, and overall attitude, I just said to add it to the bill. Since we all know she wanted to rack it up at that point or to shut me up basically.
I've worked in the industry for some time now and not ignorant to servers antics.
Both of my entrees came out. The meatballs were likely microwaved, the burrata was missing, and the roast beef with mashed potatoes was nothing special. Couldn't be that fresh if it came out that quickly is all I'm saying.
My Coke was empty by the time the food arrived, and she never once offered a refill. Eventually, my mom had to flag down another younger server to get drinks. When our original server finally came back, we ordered tiramisu. My refill came barely before dessert was dropped.
She then completely disappeared to chat with another table. No acknowledgment of our celebration, no dessert gesture for my parents' anniversary -- NOTHING.
I actually had to get up from the table to find her so I could pay. She seemed uncomfortable when she realized I was the one paying--and tipping. I typically tip 20-30%, but this was the first time I've ever left 10%. She didn't even provide me with a copy of the receipt after saying she would.
I have never felt more brushed off by a server in my life. Didn't get her name. She was older, dark hair, heavy eyeliner, and cold unwelcoming demeanor.
What happened to good customer service?
Don't know if it was our race, my age (much younger), or if we just caught her on a bad day. Either way would not recommend due to the inconsistencies of the times, menus, and service.
Based off of the other reviews it looks like they pick and choose who to give it to. Especially the demographics... VERY interesting and disheartening.