Javier H.
Google
Disappointing experience at Carrabba’s but in the end the manager did make it right.
I placed a curbside pickup order with a confirmed pickup time and arrived a few minutes early. I called to check in and waited in my vehicle. After several minutes, I decided to walk inside so staff wouldn’t have to come out.
It took seven minutes just to be acknowledged. When I was finally spoken to, I was told I was already checked in and someone would bring my food to my car. While waiting inside, I saw a bag placed on the bar counter at 6:03 p.m. — which I later discovered was my order. By 6:11 p.m., I still hadn’t received my food, so I went back inside. At that point, my order was already 20 minutes past the promised time.
The hostess walked to the exact spot where the bag had been sitting and handed it to me. I mentioned that the bag had clearly been sitting there for at least 15 minutes, and she insisted it had just been placed there. I asked her to confirm that all items were included, and she assured me everything was in the bag.
Unfortunately, when I got home, the main course — an entire steak dinner — was missing.
I immediately called the restaurant and was hung up on (possibly accidentally). I called back and asked to speak to a manager, but was put on hold because he was “speaking to tables.” I was then disconnected again. After calling a third time and waiting on hold for seven more minutes, I was once again told the manager couldn’t come to the phone. It has now been over 30 minutes, and I still have not received a call back.
The lack of organization, accountability, and basic customer service was incredibly frustrating. Mistakes can happen — but the way they are handled makes all the difference.
**Update, I did receive a call back and was assured I would be refunded. I did see my refund completed. The manager made sure to take care of us when it was all said and done.