Enzos Cucina Mount Druitt — Restaurant in Sydney

came here for a dinner one night and waitress attended to service right away, ordered what we wanted and food came out.

i ordered a pasta which unfortunately had a bunch of hair in it, i called the waitress and kindly let them know that there is hair and showed them my contaminated dish, to which the waitress apologised and brought the dish back to the kitchen.

after half an hour, my replacement dish hasn't yet come out, so i called out the waitress to follow-up on this, they then escalated the issue to the manager who reassured me that they will replace the contaminated pasta plus will waive the cost of that pasta to be on the house which i am happy with.

as we have finished with all of the other food we had ordered and the new pasta still hadn't arrived, i asked the waitress if they could kindly pack it for takeaway as we have finished dining there. they then came out with the take away pasta and we asked for our bill.

when the bill came out, the charge of that pasta still appeared and i have let the waitress know that the manager advised that my pasta was on the house.

the manager then returned back to say that she never said that and that i apparently misheard her when i did not. my husband had also advised her of what she said as that is 2 people telling her what she said and she supposedly could not even remember what she said, and she never made notes in the system either.

as the service got poor, i became escalated and advised her that i refused to pay for my contaminated pasta, and a replacement never came out hence i asked for it to become take away. so my pasta firstly got contaminated, got taken back to the kitchen and a replacement never even came back, so you expect me to pay for that?

manager then escalated to the higher manager who waived the cost of the pasta and our drinks to be on the house. thank you to that manager.

yeah right, so called fancy italian place with contaminated food and your manager lacks training and professionalism, get her to take notes in future when making promises to the customer.

price is ridiculously high for mount druitt, actually i recommend product of italy at minchinbury which is 5 mins away from this place, much more tastier italian food and much better service than this place in my opinion.

response to the resturant's reply: bro, your manager couldn't even recall what she advised us of the pasta being on the house at the time, so i don't expect you guys to recall anything tbh, just get some more training and do your...

The food is nice, my son especially enjoyed the Seafood Marinara. Will definitely be getting food from them again if through UberEats. However, we don’t think we want to go back to dine-in. It was a terrible first experience for us. Our kids have ADHD, and sometimes they’re not in their best behaviour at restaurants. Today, as we sat down, our daughter got totally overwhelmed by the music and the interior of the restaurant. My husband and I decided that we would just order the food and have them to-go, so that our daughter doesn’t end up breaking plates or glasses and/or inconvenience the waitstaff and the other customers. This is exactly what I told our server when he came to take our order. And instead of explaining how things worked—that they had a separate take away menu (which we only found out as we were leaving the place)—he just stared at me, looking baffled and all. I tried my best to tell him that we needed the food to-go because the kids were being very bad, and all I got, in a very condescending tone, was a, “You can’t eat it here.” I understand. I didn’t want to eat it there, as I have clearly stated. Was I asking for a discount? No. I’ve sat my family, we’ve been given water, as well as pencils and paper to keep the kids busy. I understood I needed to pay for that service, but I just couldn’t stay to eat. He finally took the order and told me it’ll be ready in 10 minutes, although it took over 20 minutes. As he walked away, I picked my daughter up and brought her to Timezone to keep her distracted. My husband and my son stayed behind to wait for the food. My husband was almost in tears from anger when he told me that the server kept sighing whenever he passed our table. I don’t understand why he went from amiable to rude all because I told him we wanted to bring our food home. When I returned, I decided to wait outside so that my daughter didn’t make a fuss inside. I saw the server grab the food from the counter, and instead of approaching my husband, who agreed to stay behind, he glanced at me and raised the pizza boxes as if telling me it’s ready. He was doing that in front of my husband, too. I’m so confused why? Maybe we seemed like dodgy customers to him, and that’s how they’re trained to handle such customers? If so, I hope the management considers a different approach to situations similar to ours, especially to families with...

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