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| - This review gets one star in my book, solely based on the ghastly way we were treated by management after already receiving poor service all night. Here's what happened...
About a week prior to our visit, I called and made a dinner reservation for a table of 12 for the following Saturday night. I requested a table outside, after confirming that there would be ample heaters should it get chilly. I was told that would be no problem (on all counts), and the reservation was booked. The day before our dinner, we had one more decide to join us. I called the restaurant back, requesting that we add one more. They again assured me that would be no problem, and confirmed the reservation on the patio, now for 13.
Three of us arrived at Grazie about 30 minutes prior to our reservation time, expecting to get a glass of wine at the bar while we waited for our group to arrive. The hostess informed us that the table was ready, and we could just sit there if we wanted. No problem. When we get to the table, the only heater close to us was off, so we asked if they could turn it on. The hostess said she would send someone right out, and that our server would be with us shortly. Twenty minutes later, the server came over and took our wine and appetizer order (mind you, the heater is still off at this point). We asked her again if we could have someone turn it on, and she said she'd have someone come over. Ten minutes later our group began to arrive...and we still hadn't even received so much as a glass of water. After another 10 minutes or so, the wine and appetizers arrived....but no silverware. We had to wait another 15 minutes to get our waitresses attention and request silverware, and get the rest of our party's drink orders in. In addition, we asked for the heater to be turned on again.....
Throughout dinner, service was incredibly slow, items were forgotten (my friend ordered a coffee, which came black - with no request of if she would like cream or sugar - and again it took forever to track down the server to get it)...After our 5th or 6th request to have the heater turned on, one member of the table actually went inside to ask someone else if we could get it turned on. The waitress came back to the table and told us that the propane tank was empty, but they'd have another one moved over to our table (ummm why did they put out a heater with an empty propane tank in the first place??)..again, two or three requests later and the 'new' heater still had not been moved to the table. All of a sudden, a busboy showed up with a lighter, and lit our ORIGINAL heater - apparently NOT empty, and about an hour and a half late.
When we received the bill, an automatic 20% gratuity was added (due to the party's size) which we felt should be disputed based on the horrible service we had received thus far. So two of us went inside to speak to a manager about our experience. The owner, a fairly grumpy man, let us get out two words before he started spouting all the defenses he could think of as to why the service was bad...."short staffed, not enough silverware, busier than usual, etc". Not once was there an apology for the service received. At one point, he interrupted me (again) to say "what is it you want from me"...I said "i'd like you to at least listen to me. You haven't let us finish a single sentence yet"....at which point he threw up his arms and said "i don't have time for this. It's not my fault you had bad service, that's your server's fault". I have to say, I was incredibly impressed at his quick willingness to throw the server under the bus after already stating they were "short staffed, etc". He then motioned over a woman who I assume was a manager, although her attitude and statements were beyond unprofessional, and said "you take care of this" (motioning in our direction). Up to this point, we had been calm, collected and polite, but this was too much. The woman asked what we needed, and again (one final time) tried to explain the situation and the service we had received. Without listening to a word, she jumped in and said "I'm sorry, but do you see how busy we are?? We are FUCKING awesome. Maybe this isn't "Your" kind of establishment". Our jaws dropped to the floor at the rediculous rudeness and COMPLETE lack of professionalism or customer service we were witnessing. And let me state for the record that our group consisted of several high profile professionals in the scottsdale area that would potentially take clients there as well. My friend, pissed beyond believe at this point, stated that we would most likely not be returning if this is how they treated their customers, and that our friends would be doing the same. She replied with "that's fine with us, clearly you don't belong here".. And when we mentioned that we would be sharing this experience with others via Yelp and word of mouth, she said (sarcastically) "Oh please do"....So here I am. DONT GO TO GRAZIE.
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