tl;dr: Panza canceled my Valentine's Day reservation and lied about it. Said they would look into it, but never bothered to get back to me. OpenTable's customer service is terrific and cleaned up Panza's mess. Won't be giving Panza my business again.
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On 12/31/14, I made a reservation via OpenTable for Panza for Valentine's Day. At the time I made my reservation, all dining times were available, so I selected 7:30PM.
On February 7th, a week before Valentine's Day, I received an email from OpenTable that Panza had canceled my reservation. It was our plan to dine in the North End, but with only a week to go before 2/14, our options were now to dine at either 5PM or 9:30PM, which was far from appealing.
I immediately called the restaurant, but the phone just rang and rang without an answer. This continued for the next few days, and I assumed the restaurant was closed because of the snow. I checked their website and various social media and there was no mention of the restaurant being closed.
Finally on February 11th, I got through to the restaurant and asked them what happened. The man I spoke with (whose name I mistakenly did not get) explained to me that there was no way I would cancel the reservation and that *I* was the one that canceled it. He told me that the restaurant was now fully booked and that he could not reinstate my reservation.
I read to him, verbatim, the email I received from OpenTable and he still continued to tell me that I was mistaken and that the restaurant would not have canceled my reservation. I was beginning to lose my patience, at which point, he told me that he would call OpenTable personally and get back to me.
I hung up the phone knowing full well that there was no way he was going to call OpenTable, and there was no way I was ever going to hear from him again. And this is exactly what happened. I never received a return phone call and never receiving anything so much as a "we're sorry" during my original conversation.
I decided to reach out to OpenTable via Twitter to see if I could get an explanation. Soon after, I received a reply and was asked to email them directly. I explained the situation and they told me they would look into it.
A few days later, they got back to me and told me, explicitly, that the restaurant canceled my reservation. OpenTable, being the good folks that they are, offered me a dining gift certificate for my trouble, which I greatly appreciated.
Long story short, Panza doesn't give a rat's ass about customer service, and as such, will no longer be considered when I dine in the North End. OpenTable's customer service is top notch and did their best to rectify a crappy situation.
We ended up dining at Posto in Davis Square and had a great meal with fantastic service. If you're ever in the mood for italian and don't feel like dealing with the North End, I highly recommend the likes of Posto. They actually give a shit about their clientele. read more