Capanno Trattoria Bar and Grill — Restaurant in Sydney

26/9/15 I had ordered pasta marinara. When the dish arrived the mussels were missing so I questioned this. The owner approached me and apologised indicating there was a bacteria associated with the mussels which are sourced from ?Tasmania. I was to be shown a “flyer” confirming this. Apparently I was compensated with additional prawns. In my plate there were no more than 4 or 5 prawns; couple octopus tentacles; couple calamari rings. I questioned the bacteria by stating “I hadn’t heard about this via the media”. The owner then said “look, I won’t charge you for your dish”. Not charging me for my dish was not the point.

The hero of the dish should have been the seafood, instead it highly lacked seafood variety; was overpowered by garlic (similar to supermarket quality crushed garlic in a jar which is intense in flavour and disgusting); a watery red sauce; and missing that so desired seafood flavour. I spent most of the night regurgitated the garlic. The dish should have been labelled “garlic” pasta. It was the worse so-called marinara dish I have ever tasted and DEFINATELY not $30 worth. Had I been offered to choose another dish I would have done so.

By the end of the evening the “flyer” was never presented to me. One can be left questioning the allegation without proven evidence.

A couple days later I contacted the Sydney Fish Markets and NSW Food Authority to verify the mussel bacteria and was astounded to learn neither organisation was aware of this.

Disappointed to discover no back up claim of bacteria, on 1/10/15, and in a polite manner, I spoke to the restaurant owner to inform her I contacted the above food authorities and that the authorities told me they were not aware of any bacteria, and if there had been an outbreak the public would have been made aware of this via the media. The owners reply was “gee, you’re good to go to that extreme”. I also made it clear that the “flyer” was not presented to me on the night to back up the claim. I also wanted to feedback my thoughts on my dish overall, suggesting the mussels could have been replaced with other seafood type i.e some white fish or a small balmain bug (which were on the menu). At this point the owner raised her voice and got irate with me saying “look, I didn’t charge you for your dish and I lost $30.00”. Then proceeded to talk over me before saying “I am going to hang up on you – you mole”. It’s clear the focus is more about the money and not customer satisfaction. Very unprofessional!!!

My aim was to just make her aware of my disappointing experience with her restaurant. I had dined there on two previous occasions and enjoyed my meals - to the point of recommending to friends. However, after this experience and verbal abuse I won’t be returning again.

Customers were not informed of the mussel issue till it was questioned. In-house communication is vital when running...

Food are way Over priced! The special of the day was introduced verbally and no menu was given so wouldn't know the price was going to be. It was a bit shock when 1kg T-bone was charged $110, a kilo T-bone in Woolworth cost you $22, i understand you have to cook it and have to pay for the staff etc, but that was 400% of mark up ! For that price you can have 2 lobster or big seafood plate elsewhere. The staff did mentioned it was mean to share by 2 people, but still, it is way over priced in my option as we eat frequently out every week, no restaurants charge that much for a t-bone steak! here is not america or UK, where the price for a piece of steak is the most expensive meal on the menu. Other main course also seem to bevery expensive, unless you order pizza or pasta, it would set you easily over $100 for 2 people. Also I was asking for some hot English mustard source, never arrived. The staff who original took the order from us, never returned to our table, no one asked how was the food going. If you did, I would have told you my AUD$110 t-bone is too raw in the middle, still got blood was hard to cut , also i was meant to take the remaining T-bone with potato to home, but when i returned from bathroom, the whole table was cleaned out, whoever clean the table obviously didn't bother to ask. A lesson for everyone to learn, always ask for the price do not be fooled to believe Special meal of the day would be reasonable priced. i have certainly learned this lesson in a very unpleasant way, will never go back certainly. P.s. see the response below, Obviously, they don't take criticism well, what arrogant operator. I certainly wasn't being told what kind of T-bone was and why don't you let customer know the price by giving a menu for the specials? If you take every persons review which is not what you want to hear as INSULT, not as way of to improve yourself, i don't think your business will...

I would not recommend this restaurant due to one very rude female staff member who is second in charge and a possible family member of the owner. It is now under new management. Her tone of voice was very abrupt with no hospitality experience in greeting customers. She rudely told us that we need to be out of the restaurant within the hour. Even though we had our own waitress, she proceeded to the Chef and took our pizza to cut while she was wearing plastic gloves that she has touched all surfaces with at the restaurant. It was so disgusting and unsanitary when we realised what she has done. We ordered a Meat Lovers Pizza which only included slices of Ham, where is the meat? The food is not all that good and very expensive. When we spoke to the owner, she walked passed our table and gave me the dirtiest look. We will never come here again even though my husband has been coming here for 20 years.

Response To Owner

Thank you for your response but you have not addressed any of my issues and please address me by my name which is Annette. It was 5pm in the afternoon when we came in for an early dinner and there was only one other couple being served. It was not rush hour at all. Please note carefully that there was only one staff member that we had an issue with and that was the person that was second in charge who was extremely rude even while we were talking to you. In that moment you chose to ignore what I was pointing out to you that she was walking past and giving me a very dirty look, how unprofessional you have acted as you have enabled her childish behaviour. I think she is a family member as she does not seem to have any experience and should not be second in charge to you the owner. You have more...