An Edinburgh diner at a Tony Macaroni restaurant has vowed never to return after claiming a waitress was rude to them.
The customer visited the Omni Centre branch on a Saturday and says there was a queue out the door and a long wait to be seated.
The manager of the Italian restaurant has since apologised to the customer, admitting standards may have 'slipped' due to how busy they were.
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Taking to TripAdvisor, the disgruntled diner claims they saw a pile of dirty glasses stacked at the bar area, and that the restaurant seemed very understaffed. They further allege they had to ask for their drinks four times after placing an order and that a 'rude server' slammed them down on their table when they were ready.
They added that they then had to wait for 90 minutes for their mains to be served and that they were close to walking out. When the food did come they said that it was served by a stressed out male member of staff. Their drinks were refunded as an apology by the restaurant.
Their review reads: “Our table was booked for 5.15pm for four people. Upon arrival there was a huge queue outside the restaurant and it took several minutes before we were shown to our table.
“It was clearly evident that the place was busy and there was insufficient staff on duty that day. Staff were running around frantically trying to get diners their drinks and meals but the whole operation was a complete shambles. The bar area and tables near the bar were stuffed full of dirty glasses and with only one person behind the bar she was unable to cope.
“We ordered drinks before our food order was taken. I had to ask about the whereabouts of our drinks four times before they were eventually slammed down on our table by a rather sullen, rude and bad mannered young lady who I think was a glass collector. Her facial expression seemed to be one of abject rage at having to work and was completely disinterested in helping resolve the chaos that surrounded her and her colleagues. It was extremely unsettling to have someone so rude serve our drinks.
“Our starters did arrive quickly and were pleasant enough but we did have to ask for cutlery so we could actually eat them. It was then a further 90 minutes before our mains were served. We were literally on the verge of walking out when they were delivered to us by a very stressed gentleman.
“When we said we were not happy with the service his response was, "well there's not much you or I can do about it is there?". Really not the kind of reply anyone would expect. We were at all times polite and courteous to the staff but it's a real shame we were not afforded the same respect in return.
“When our bill arrived our first round of drinks (diet coke and two red wines) were refunded as compensation. Whilst I / we were grateful of this, basic politeness and courtesy and a sincere apology would have been so much more welcome and acceptable.
“I fully understand the pressures that hospitality is experiencing just now and I want to support restaurants by dining in their establishments. However, that said I will never ever be visiting Toni Macaroni's again. The whole evening was ruined, the experience was horrendous, the food was mediocre and the service and manners of the staff, in particular the young lady serving drinks was completely unacceptable.
“I think I've said enough to give you readers an idea of our recent experience. It's such a shame that a well established business has let their standards slip so badly. I'll be putting my hard earned cash behind the tills of smaller independent restaurants going forward, who I think will be far more appreciative and respectful to their customers.”
A manager for the restaurant responded: “I am very disappointed to hear of your experience with us. I will be passing on your comments to the team to ensure that we are improving.
“Due to the playhouse next door we can become very busy and on this occasion our level of service may have slipped due to a lack of staff but I can assure you that this is not the usual level of service that we stay at.
“I do hope you may choose to join us again in the future to see how we improve. Thank you for taking the time to leave us some feedback.”
Despite this one customer leaving a two star review on TripAdvisor, on average Tony Macaroni scores a three out of five for their restaurant in the Omni, with the highest number of reviews being classed as excellent. One diner said on the site: "We booked lunch for a party of 30 of us. On arrival the staff were on hand straight away to get our drinks orders and get us seated.
"We had pre ordered our meals as it was a large group. Great service from all the staff, food was delicious. Really recommend this restaurant."
While another added: "Very delicious food and great service! The sourdough pizza was probably the best I have ever had. Spacious restaurant, friendly service, excellent choice of food on the menu, and excellent drinks. We will be back."
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