I have eaten here several times (once a year as I come for a local convention), and each time has been more mediocre than the last. As a frequent world traveler, I have many times been to Italy and honestly, this was just run-of-the-mill for me. Though the food is tolerable (adequate is probably the word I'm looking for), the service has never been great. This is partially cultural, but partially just bad business.
When I spend money to go out to a meal, I expect the service to be excellent EVERY time, from start to finish. Tonight's experience was disappointing, to say the least. The meal I shared this evening was with 13 friends whom again, I and my family see only once per year. When the waiter came to take my order, I started by ordering a water to drink as in the states, it's customary to give drink orders first when asked. The waiter berated me in front of the whole table, saying he was only taking orders for FOOD and REAL DRINKS not water. I said I was also ready to order my starter and my entree, and he tried to make a big joke out of it. I'm quite sure he didn't expect me to answer him back the way I did! My father was ready to walk out and leave, but again, we wanted to eat with this group. I was finally able to order, and not once during the meal were those of us with water asked if we'd like a water refill (though alcohol was freely offered and flowing amongst other table members). During our whole meal, it felt as if we were being rushed to order more or leave. As some of our party were waiting on their desserts, still I had to flag down a different waiter to get another water.
Truly sad that a local "favorite" to so many folks lacks the customer service to ever get my business again. Truthfully, I was given better service at Nando's down the road just a few days prior than at this much more expensive, sit-down "authentic" Italian restaurant. Though servers are paid a more livable wage here in the U.K., unfortunately, in tonight's case, that seemed to translate into lackluster---if not rude---service towards a table that could have earned them a large gratuity. read more