Cafe Baci. Where do I start? I've been coming to this establishment since I was a child. I've had birthdays here from age 14 to 23, and I'm about to be 25 in December. I have given them reviews on Instagram, I've recommended them to friends and coworkers, hell, I've even hand a few first dates and graduations here. But, unfortunately, it's not the place it once was. I'm sorry to admit. I've always tried to give it the benefit of the doubt because it's my childhood restaurant, but it's gone downhill in terms of customer service- and now, in some aspects- quality.
Nowadays (since 2018), I am always on hold or waiting in person when I arrive or call for takeout orders. I have a very specific usual order: The Penne Fuci.
Yes, I do order it with changes, but I am VERY CLEAR of what those changes are on the phone or in-person:
1. I get capellini "Angel hair" pasta (instead of Penne because they always cook it way too tough.)
2. I ask for no sun-dried tomatoes (The times I've ordered with tomatoes, I had about 17 in my takeout tray and BARELY any chicken or broccoli.)
3. I ask for no Mozarella as I have a dairy allergy and lactose intolerance (I'm allergic to milk solids apart from lactose sugars found in dairy products.)
With these changes aside, I always make sure I am clear and concise on the phone. The wait time is usually 20-35 minutes until today.
I had to call three times. The first time I said, "Hi, I would like to place an order for takeout," and I was put on hold without being told so, then the hold lasted for more than six minutes, and the phone was hung up.
I called back for the second time, and I said, "Hello, yes, I would like to place an order for takeout," and gave my order with the specifications mentioned earlier. The gentleman on the phone said, "it's gonna be like 30 minutes" (I could barely hear him with my phone on speaker and full volume), and then I asked for the price before he put me on hold FOR ANOTHER SIX MINUTES then hung up the phone.
Is it my fault for not remembering exactly how much this dish I order around 3-5 times a month normally is? I don't know. What I do know is I was on hold for this simple question 6 minutes before the phone was mysteriously hung up.
I called for the third time. The same gentleman answered. I admitted that I had just called and had an order for takeout under Simone. I said, " I just want to make sure the order was placed because I was put on hold, then the phone was hung up before I found out the total." He then announced it was $27 and change.
I called my uber to go to Cafe Baci to pick up the order, something I begrudgingly do because they don't have delivery. Like I mentioned earlier, I love this place, but some things need to change before I start coming back regularly or referring it to people I know and love. No delivery? Fine, I will take my time and go to you but have my order ready when you say it will be ready.
I get there, and I'm waiting to be helped to tell waitstaff my order was for takeout. I stood there for five minutes watching the female waitstaff zoom around the restaurant without acknowledging me with a quick " I'll just be a second" or anything. Eventually, she comes over just to tell me my order isn't ready yet. Unfortunately, my uber won't wait any longer for me to pick up the order and get out, so I had to sit outside and wait another 10-13 minutes.
I've worked in food service before. I figured calling for takeout to my local Italian spot at 5:50 PM on a Wednesday night wouldn't be too hectic for waitstaff or the kitchen, but it was. They are too overwhelmed. They need better waitstaff. They need someone designated to answer the phone. They need to be prepared to make change for cash when you pick up your order. I should not have to hope to be acknowledged when I am coming into YOUR restaurant and paying You for a service YOU provide.
With this being said: I picked up my order from the manager, Karen (yes, her name is Karen), got my change (I gave her $40 cash because I didn't have any tens on me), ordered another uber outside, and went home.
When I got home, the pasta was Penne. It was extremely hard, not what I just paid almost thirty dollars for, and I was not happy.
I called back again and said, "Hello, yes, I would like to speak to the manager" nothing was said to me, and the phone was put on hold. The hold again lasted for SIX MINUTES. So I called back AGAIN and said, "hello, yes, I was just on hold for six minutes; I would like to speak to the manager."
This time the hold only lasted for three minutes before I spoke to Karen, and she offered me a $30 credit. I wish things did not have to get to this point. I don't want to have to call and complain to one of the restaurants I know and love, but this is what it's come to -and Karen acknowledged it herself- it's hard to find good help these days.
Cafe Baci, my message to you: please hire hospitable waitstaff before it begins to affect your restaurant negatively. read more