This Saturday evening my amazing and fabulous 91 year old (a local and Cromwell regular) and I decided to dine at one of our favorite spots. We are SO disappointed to report that we will NEVER be returning. After many memories of family events when the restaurant first opened to when my girlfriends and I come to town- this place will only be a memory. The service was HORRENDOUS! Where to start..hmmmm. Although the pit boss called ahead for us and we were told we could go upstairs to dine they tried to put us in the bar area. Not really a place to enjoy a relaxing meal with my grandma. We moved and were treated by a lovely waiter, Amber. Unfortunately nobody was helping this poor busy girl! The bussers, runners, kitchen, and management must really not enjoy their jobs. We had Amber beg the kitchen about ordering our Burrata while we decide on some food (she's a diabetic and was starving). Lucky us because we were "allowed" to order one dish ahead of the rest. Then we asked for regular butter and it took about 5 minutes to get it. We ordered a couple appetizers and one entree to share. To our surprise we received ALL of the items at once! I have never seen such a bizarre set of events. We asked for another roll of bread right when we got the first round and that came at the same time as the food as well! I asked Amber if we could please take a couple items away so we could enjoy our meal and take our time. Of course she accommodated us. My grandmother asked for a plate from a busser because we were sharing. The Burrata was so cold it could make your teeth hurt! Interesting stuff. I was so upset because we had to ask multiple bussers and runners to get us the extra plate. By the time we each had a plate we noticed the octopus was room temperature and unimpressive. I asked the one guy for the manager. He never came. I asked another guy for the manager - who told me he's very busy and can't help. I got of my chair (for the second time to "help" the staff get things moving- but this time I was determined to find this manager. I walked up to a man in a suit and asked him if I could borrow him for a moment because I had been asking for him for a while. He came with me back to the table where my Grandma was and I told him how crazy our experience has been and that we are huge fans of this restaurant. George was rude and unfriendly. George, the manager, hardly listened to anything I was saying and made my Grandmother feel awkward. He never said I'm sorry this experience has been different than Jose in the past. She said she's been there at least 7 times without anything like this. I told him that I have worked at many different restaurants and in different positions in them. He literally said "congratulations" and after I looked at him funny he fumbled his words and it was even more weird and uncomfortable. I found it rude and offensive and I didn't was just tying to explain to him that I understand that there must be cohesiveness and people working together and that I've literally seen only Amber working and the other people are standing around. he said well what do you want me to do? I was like hmmm weird question. I said well I'm not happy and neither is she and I'm so sad because we love this place. He was silent and I said well maybe you could have them remake the octopus because she's 91 and never had it before! He literally took the octopus off the table and said ok. We never saw George again. He never checked on us and NEVER apologized or made us feel comfortable. We probably should have left at that point, and if I was with my friends we would have (but 91 year old). The rest of the food came and it was pretty good. We had the same plate problem because we were sharing. Asked a couple times and finally came. We also asked a couple times for more marscarpone butter and pesto olive oil and it took a reallylong time to get it. We decided we needed some dessert to spruce things up. The chocolate peanut butter cake was pretty mediocre. Not worth ordering. Anyways my grandma was getting tired so we quickly got the check and to our surprise not one thing was comped or taken off the bill by George. I asked Amber jokingly about him not taking the octopus off or the dessert. I gave her the visa and she was so cute she actually asked him if he could do anything to help our experience and got a big fat No.grandma told her that she's sweet to even do that for us! I told her that I think he was probably the most unaccommodating restaurant manager ever and borderline rude. I said I hope he is nice to the employees unlike the way he treats the guests. Let's just say I can't repeat what she said but I feel awful for the people who have to work with him! On the way out the door I saw many employees just standing around at stations and a couple big tables that were full of dirty plates and glasses. I watched as they were unattended to. Giada - your food is great but your employees seem lazy and unhappy, and George is awful.