Marti L.
Yelp
This review is based on two separate visits to Postino in Gilbert - once on 6/17 (just the two of us) and again on 7/2 with friends - and unfortunately, the service was consistently disappointing both times.
On our first visit, we were seated at a two-top near the bar, right in the path of the waitstaff heading to the kitchen. After receiving our waters, we were essentially ignored. We tried multiple times to get someone's attention (making eye contact, subtly raising a hand) only to be repeatedly passed by without acknowledgment. It became almost laughable. We finally had to physically reach out and stop a staff member to place our order. She was very kind, apologized, and explained that the staff shares tables (no assigned servers), and she assumed someone else had already taken care of us. She did offer a free dessert to make up for it, which we appreciated, and we chalked it up to a busy night (there were empty tables though...) or being short-staffed.
Unfortunately, our second visit was worse. We met friends and were seated inside on the couch, which was comfortable, but that was the only highlight. Our initial server took our drink orders, and that was the last we saw of her. Someone else dropped off our drinks, and when we asked him if we could place a food order, he said he wasn't a server but would let someone know. Again, no one came. We waited nearly 20 minutes with empty glasses, hoping to order food, trying to catch the attention of several staff members walking by... nothing. When we finally flagged someone down, there was no acknowledgment of the delay, no apology, and definitely no sense of urgency. If anything, it felt like we were inconveniencing him- as if our request was an interruption rather than a basic part of his job.
To add to the frustration, I had asked for limes with my drink when I ordered, again when it was delivered, and a third time when we finally placed our food order. I didn't get them until I was nearly done with my last glass from the pitcher. Only then did the server mention he'd forgotten and would bring them out- which felt like an afterthought at best.
The group service model clearly isn't working here. With no one owning the customer experience, it results in everyone assuming "someone else" is handling it... in our case, no one was.
We live within walking distance of downtown Gilbert and go out often, so we've been long-time fans of Postino, especially enjoying their Battle of the Bruschetta, which we've enjoyed! But with so many places closing along Gilbert Rd, our dining options are already getting limited. I really wanted to keep liking this location, but the service has declined so much that it's hard to justify coming back. Unless you have a lot of patience and don't mind being ignored, I'd recommend looking elsewhere. For now, we'll be skipping this spot.
