Rosie L.
Yelp
I have never been spoken to with such rudeness, arrogance, and disrespect by any restaurant. Ever.
We had a Saturday night reservation for 5 ppl at Sofia and were genuinely very excited. In a traumatic turn of events, our 2 dogs (yes, real dogs, not a made-up excuse) got into onion bagels and chocolate chip cookies that afternoon and had to be rushed to the emergency vet. We arrived at the emergency vet at 5pm (2 hours before our dinner reservation). As soon as I had a moment to breathe amidst the chaos, I immediately called Sofia to let them know the situation that we would not be able to make it for dinner.
The woman on the phone was understanding, told me it was no problem, and said she'd cancel the reservation with no issue or penalty. That should've been the end of it.
But 3 days later, I'm blindsided by a $125 charge on my credit card for a no-show!! I called the restaurant to straighten it out and was transferred to either Sofia or Angela, the so-called "owner." What followed was one of the most unprofessional and infuriating conversations I've ever had with a business.
She cut me off before I could finish a sentence, aggressively accused me of lying, claiming that people "make up all kinds of stories" to dodge cancellation fees -- essentially calling me a fraud and a liar. When I offered to send her the timestamped emergency vet bill to verify the situation, she flat-out refused and continued to talk over me, raised her voice to tell me they're "running a business here", and made it clear she had zero interest in listening, let alone resolving the issue.
Her final words? "Dispute it with your credit card company." No apology. No empathy. No decency.
This is not how you treat any customers, especially those who called ahead and were dealing with an actual medical emergency. Instead of any grace or understanding, I was met with accusations, condescension, and a completely unjustified charge.
This restaurant may serve food, but it serves up zero customer service and a hefty side of arrogance. I will never step foot in Sofia and if you value honesty, professionalism, or basic kindness, you shouldn't either.