Let me tell you about one of the worst restaurant experiences of our lives, courtesy of Rustica--and, of course, it was my wife's birthday. We made a reservation for a busy Friday night, mentioned it was her birthday, and noted her allergies, including shellfish in the reservation system, as requested. Seemed so nice that they asked! Easy, right?
When we arrived, the smell of shellfish was in the air. My wife, being allergic, had to step outside to avoid a reaction. After standing in the doorway unnoticed for a while, a man in a pastel shirt approached--maybe the host? Manager? Owner? Voldemort? I'm still not sure. I explained the situation and asked if we could sit outside to avoid the allergen.
What followed is something I've never experienced from the hospitality and food industry--and I'm still trying to process it. His first response was just "no," with zero explanation. I pointed to an open table outside and said, "Really?" He hit me with another "no," because that table was reserved. Hmmm... Fair enough, I thought, so I asked if we could swap the reservation tables. He said no again, this time because other people had specifically requested the outdoor table (fun fact: we didn't even know outside was an option, let alone something you could request). When I asked if there was any other option... this is when he really showed off his customer service skills: "Do you want me to tell you a fourth time?" I responded with, "Excuse me?" and watched as he stared me down, condescended and belittled me, and explained how many times he'd told me and asking if I just wanted him to repeat it...
No apology, no offer to help--just pure, unfiltered rudeness. Suddenly, on a Friday night, dressed up for my wife's birthday, we were wandering the Kalamazoo streets like restaurant orphans. And Rustica? Voldemort? Perfectly fine with it. I'm not sure what I did to set him off... did I have an imposing demeanor? I dunno.
But here's the good news: Brick and Brine exists. We called them, explained what happened, and they managed to squeeze us in, despite being packed. They went above and beyond to take care of us. And let me tell you, we spent SO much birthday money there that Rustica could've had. The food? Incredible. The service? Top-notch.
So, if you want to roll the dice at Rustica, be my guest. If you've got a shellfish allergy? Just suck it up, I guess. Definitely don't ask for help or expect any kindness. No idea if their food is good, and I guess I never will, since we probably won't risk meeting the Dark Lord again. read more