JJ H.
Yelp
Didn't even get to eat a meal here... let me explain. 10 days ago we made a reservation at La Gratta for an after memorial service dinner. An event strictly for family and close friends. The original reservation was made for 16, which was made through the bartender when we called. The bartender said to call a few days before the reservation to add or subtract guests, which we did.
Unfortunately, when we called back to increase the reservation number... we spoke with someone who said we didn't have a reservation. My mother who just lost her husband sat on hold for over 9 minutes before hanging up and redialing again. Upon redialing she was greeted by the restaurant manager, who was disrespectful, and behaved live a horrible human being. Her name in Andrea, and after my mother spoke with her confirmed our reservation. Unfortunately, 3 minutes after hanging up we received another call from Andrea, who informed us that it's there restaurant policy to not separate checks.
By this point we have a reservation for 20 people, 3 days away from the date we would arrive. If this information would have been shared with us 10 days ago we would made other arrangements. By this point my grieving mother was nearly in tears, so I took the phone, and tried to sort things out. Obviously I was starting the conversation fuming given the series of events that I was preview too.
Andrea refused to accept the responsibility for the situation, a situation where we the customers did nothing wrong. The bartender never informed us of this rule, nor did Andrea the first time we spoke with her. The conversation escalated quickly, where I said things I regret, but I was far from rude or disrespectful. However, Andrea didn't seem to like what I had to say. She said "I should be thankful that my mother is still alive", and then hung up the phone.
In no world of customer service is this behavior acceptable. So I took a deep breath and called them back. By this point Andrea... the supposed restaurant manager was so irate and irrationally that I could barely get a word in. Even when she stopped talking, she would immediately interrupt me. All she kept saying over and over again is that our party of 20 shouldn't come to there restaurant, and she stressed her/my restaurant.
I have no idea if she is an owner, a manager, or a host that picks up the phone. However, I for one will never eat there, nor will the 20 people we were bringing, mostly all local RVA residents, which is sad. We had no ill intentions, we simply wanted to make reservations for a party of 16/20 after the memorial service of my father.
No one goes back to a restaurant where they received bad service, no one! Food might be 60/70% of it, but the experience is the rest. This is why we dine at our favorite restaurants, because of the experience. Imo, even if the food at La Gratta is a 10, after the service we've experienced before we've even eaten there... who would go back?