An Edinburgh restaurant has hit back after a customer left a 'disappointing' review online.
Mamma's American Pizza is an independent diner nestled in the Grassmarket offering a huge range of pizzas to suit everyone from meat-eaters, vegetarians, vegan and gluten dishes. However, while it currently rates a respectable four-star rating on Tripadvisor, one punter was left disappointed and took to the review site to fume after spotting 'grim' details.
While they apologised for 'a fingerprint', the owner quickly hit back at the unimpressed guest's claims.
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The customer said on Tripadvisor: "The pizza itself was actually quite nice but seriously overpriced! Chips came out on a plate covered in oil and fingerprints.
"The atmosphere was dead, probably because we were the only people in the restaurant (at peak time on a Friday evening) and there was no music on.
"Service was awkward. Restaurant is dated inside and doesn’t feel particularly clean. The toilet door is difficult to shut, broken toilet seat and nothing to dry your hands on. I would describe the place as grim!"
The popular restaurant was quick to respond. They hit back arguing that most of their customers are in fact locals and defended the quieter period by pointing out that January is famously a calmer month in the hospitality calendar. However, they insisted that their peak dinner time is around 8pm, and the disgruntled guest was 'certainly not here at that time'.
The owner said: "Thank you for taking the time to review us.
"Generally, people find us very reasonably priced, to be honest. Most of our customers are locals, we of course welcome tourists, but we would never have survived Covid without our lovely regulars.
"This is the first Friday in January most places are very quiet however, we were fully booked from 7.30 and all earlier seated tables did have to be vacated by this time. I'm not sure if you had booked, but as a walk in you would have been told this. (peak dining time for us is usually 8pm, so you certainly were not here at that time).
"Background music is played but occasionally the playlist runs out, it will have been restarted. I’m sorry you felt awkward our staff are very friendly and chatty.
"Yep, we are 38 years old, an achievement for most restaurants, as most generally last less than five years, so we would describe ourselves as ‘old school’, definitely not trendy.
"As soon as we received your review we checked; the Hand dryer in the gents' bathroom is working, there are plenty of hand towels in the ladies, and neither toilet seat is broken.
"The latch on the ladies' toilet door can be a little tricky, we are awaiting a new lock, but it does safely lock and open. We would have only been happy to assist you with it. The restaurant cleaned daily and during shifts.
"We are however sorry for a fingerprint on your plate, should never have happened."
The cosy pizzeria is a mainstay of the Grassmarket and a popular choice for many. Past customers praise its food, service, value and atmosphere.
One satisfied customer gushed in a review: "Quite literally the best gluten free pizza I have ever had. Refreshing to find a restaurant that not only caters for us gluten intolerants, but also provides top quality and taste. HIGHLY recommend."
Another called it a 'life-saving' diner: "We both arrived in Edinburgh via a messy train/taxi commute late last night (8pm). Didn't even have time to eat since lunch, so we were just mooching around looking for somewhere to have a late meal. Then we found Mamma's - what a life-saver, because most restaurants were just closing. The pizzas were yummy, especially mine (a small Vegan Scotsman).
"The toppings can be switched to veganise a pizza. What a great idea! My partner enjoyed his medium Hot pizza that was loaded with jalapenos. Very cosy atmosphere and you can see through into the kitchen."
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