worst customer service ever!. i'd like to say first of all that i see myself as a pretty easy-going customer when i go to a restaurant. i know how hard a job it can be whether you are a manager, a waiter or a chef and as such, i respect those people, especially after having worked for 10 months in the food industry. i am also involved in a business where i deal with customers face-to face and i know that customer service is of the utmost importance.
grappino offers real good italian food, that's a fact.
there were 14 of us at a table on a saturdaynightand we had to wait 90 minutes for our food to be served when the restaurant wasn't that busy... i don't mind waiting when i'm in good company but the least the staff could have done would have been to let us know that we were going to wait that long...
after eating our desserts at about 11:15pm (our booking was at 8:30pm!), the son of the owner came to our table to offer us the typical italian digestive called grappa. i thought that was a mark of good customer service, especially when you have a table of 14 people that will leave you a bill for $1,200 and that had to wait for ages for their meals.
one of my friends went to the counter to finalise payment only to realize that the owner (an old-fashioned italian who has been in australia for 20 years and that you can barely understand) had charged us $130 for the digestive her son had offered us before!
i started arguing with her to let her know that her son previously offered those drinks and that there was no chance we were going to pay for them. at first she wouldn't refund me but after a few minutes of arguing and probably concerned that the few customers left in the restaurant were hearing everything, she finally gave me the money back.
after leaving the restaurant and on the way back to my car, the owner's son, all wound up by the events, came running after me, swearing his head off (using the f... word numerous times) and arguing with me until he finally said: "i'll find you and break your nose"! what a way to deal with customers i thought...
grappino is a money grabbing machine that does not care about their customers. i'd like for everyone to think twice before going there. there are many other italian restaurants in brisbane, cheaper and of better quality.