Kevin G.
Yelp
15 years of patronage, thousands spent, I can't go back.
I started going to Muraccis in early 2009. It's always been in the same location, but it did used to have a few inside chairs. My coworkers and me would go religiously, 2-3 times a week on average for a few years.
My job would move in and out of the downtown area, but I would always look forward to going back to Muraccis. 15 years later and the food is still great, the service is awful.
They made a mistake one order and gave me an incorrect dish, I got 40% of what I ordered. No big deal, mistakes happen, surely they'd make it up to me in some small way on the next visit. A week later I return and explain what happened to the lady at the front counter, she calls to the manager in the kitchen. I'm just looking for something small. A free croquette, a small discount. The manager doesn't do anything for me, says she's stuck working and I can give them the last 4 of my credit card and they can look into it possibly, but makes no promises and makes no effort to act on this. She didn't seem remorseful at all, had an annoyed and rushed tone of voice, or even come to the counter and get the last 4. At least show a tiny bit of emotion, come to the counter to talk for 20 seconds. I run a retail shop and this is how how you should handle customer service.