After a two year moratorium, I decided to give Terroni a chance once again the other night. I'll start off with a quick summary of what occurred in 2008 before I delve into the present.
I ordered the pasta which is supposed to have five different types of seafood in it. After the server had dropped off my plate, I noticed that two of the items (jumbo shrimp and scallops) were absent from my dish. My light-hearted complaint was met with "yeah, we're out of shrimp and scallops". No 'Sorry', and no price reduction on the bill.
A few days ago I decided to give Terroni another go. Even though it was a Wednesday night around 8pm, there was a fair size line-up which had formed behind us and out the door. Third in line, we were told it would be a thirty to thirty-five minute wait. After half an hour, we were shown to our table on the patio. On the way to our table, I noticed that there were three empty tables of four on the patio besides ours. I joked to the hostess that we'd prefer a different one, and she told me we could have any one we desired. I was shocked that they were allowing people to stand in a long line-up with tables readily available - just so they could look busier than they were to passersby. These were not newly vacated tables either, as the only people who had walked past the line to leave in the previous fifteen minutes got up from a table inside the restaurant. The three couples behind us were also waiting for patio tables, but the first couple was not shown to their table for at least another 10 minutes after we were.
I ordered a pizza and my girlfriend ordered ravioli. After reading the pretentious paragraph long disclaimer on the menu vis-a-vis no substitutions - "Please respect our menu", my girlfriend made a joke to our server about me wanting no Gorgonzola on my pizza. Because I'm sure she has to turn down similar (serious) requests for substitutions all the time, she was not amused. After learning it was a light-hearted attempt at humour, she replied with "Yeah, this place isn't a Queen Street hideaway any more, and so with more mainstream customers, we have to deal with a lot of this crap".
Soon after our food arrived, my partner requested Parmesan for her pasta. Although there was NO suggestion whatsoever that I also wanted extra cheese, the server felt it was her duty to point out that while she would bring over the cheese she would only put it on the pasta and not the pizza.
A few minutes later, a patron at the table beside ours asked for balsamic vinegar due to the fact that their salad was "tasteless". The server refused. They would rather have the food returned and not paid for than bend their rigid rules.
I then requested that the manager, [full name removed at family's request] come over to have a chat. His explanation was both predictable and insulting.
"We want you to have a proper Italian experience here."
While I do think this is a great idea, it is NOT something which should be rammed down their customers' throats. At that point, a dude at the table on the other side piped up to say that he'd had a similar experience the last time he had been in. When I pointed out to Steven that he had three unhappy tables on his hands, and perhaps the management needs to take a look in the mirror, he couldn't even bring himself to agree to that. It was like speaking to a robot. I'm going to assume he's been working there, in one capacity or another, for a while now, and that's why he's completely brainwashed to believe that the customer is NEVER right.
Quickly realizing that further discussion was futile, both tables on either side of us requested their bills, and we did the same. When ours arrived, it was substantially cheaper than it should have been. Thinking that the manager had done this to make up for our experience, I added in a 25% tip on what the total should have been. After signing my receipt, the server came back to the table to explain she had run my card through on the wrong bill. When she returned with the correct bill (full amount), I requested the credit slip for the previous one and their copy of that original slip. She informed me that she had destroyed both, and would get the manager to explain. After a ten+ minute wait, he decided to grace us with his presence, give me his business card, and told me to call him if the charge wasn't actually reversed.
I know this review won't make much of a difference as Terroni will be full (or pretend to be) no matter what people say. Just doing my part to let people know what they're in for. Not to mention, it felt good to get that off my chest. read more