I'll get to the point: we had a large cockroach in one of our dishes. We were very loyal and regular customers of Ilona Staller, but the way this situation was handled was the worst display of service I have ever experienced. I never write online reviews and rarely complain but the situation was so bitterly disappointing and infuriating I have decided to share it online.
Here goes - it is worth the read:
On Saturday, January 7th, my partner and I ate at Ilona Staller for a quick lunch before a friend's wedding. My girlfriend's pasta had gritty spinach - and a cockroach. A big fat one.
We were quite taken aback and I said 'let's not make a fuss' as we're very loyal customers and I expected that the staff would be as embarrassed about it as we were. I said 'don't get your phone out, and let's just not make a fuss'.
The floor manager (and as it turns out, Executive Chef), Virginia, who we'd had before, appeared to be managing the floor so I decided to wait to catch her attention. But our waiter saw that we had stopped eating and came over to check that all was OK. I said 'not so good' and pointed out our little friend. He quickly said 'you're well aware that this isn't normal'.
We got a replacement meal which my partner sort of ate, but let's say the experience was tarnished so we didn't enjoy the food. We did order another glass of wine each while we waited. My food was cold by now.
When it came time to leave, we were ignored for a long time (we had yet to receive an apology or any acknowledgement of the event) until I asked the waiter if there was a bill, and he said 'a little one'. We received a bill for the full amount, less my partner's meal and replacement meal. I told him that I thought that was inadequate and that we shouldn't have to pay under the circumstances. He said it wasn't his decision and went off to confer with Virginia, who then came over.
She said 'this is what we can do for you' and said we just had to pay for drinks. I explained that the money is not the issue, it's the principle and as regulars, we should be treated better. But she became pretty defensive and said 'these things happen'. Really? Cockroaches in meals happen? That is a worry. Anyway I paid the $48 and walked out feeling really disappointed.
So I went back a minute after walking out, raised the issue again and Virginia said 'what do you expect us to do? 'These things happen' (again). I said that they actually don't. A cockroach in one's lunch is not normal. She became more defensive and said 'well I heard that it was a moth'. She also said that they had apologised several times. No one had said anything about it until I complained about receiving a bill. And even then, Virginia said 'we're sorry this happened' which is not really an apology. I'd have expected everyone to panic and do everything they could. But if I hadn't questioned the bill, I doubt any apology would have been forthcoming. Surely the chef would come out at least??
Her attitude when I went back was really defensive (and aggressive) and her staff we all standing around staring at me. Good thing I'm not intimidated easily.
Anyway, it was really, really poorly handled. I feel deeply disappointed as we eat at I.S. far more than any other restaurant in the city. We live 5 minutes walk away and have put thousands of dollars through the place, often with a group of 4-8 people.
In the end I wrote to the owner, Barbara and received the most condescending reply (a link to this correspondence is below). One analogy of hers was that if we'd bought 4 tyres and one was faulty, we wouldn't ask for all 4 tyres to be replaced. Seriously!! She also insisted again that is was a 'cabbage moth' even though she didn't even see the thing. I think I know the difference between a cockroach and a moth.
Well, I can say that for the cost of about $30 (the nett cost of the wine) they have already lost a lot of business as we, and our friends, friends of friends, and family have obviously boycotted the place.
Make you own choices, but I wouldn't eat there out of principle if I heard this story. Same goes for Ciccolina in Acland St.
The letter I wrote and the reply can be found at: http://www.facebook.com/profile.php?id=100003406222720 read more