Osteria Fiorenza — Restaurant in Victoria

My wife (a wheelchair user) and I booked a reservation thinking the restaurant was accessible. We checked the website and found nothing stating otherwise (see screenshot below). We made a booking and left a note that we required access for a wheelchair, since they could call us if they couldn't accommodate us. As per their instruction on the website we attempted twice throughout the day during business hours to confirm the accessibility of the restaurant.

When we arrived we found there was a step to get inside, so I went in to ask if they had a ramp. The man working there told me they don't have a ramp, and that it clearly states it on their website and google (a lie). I told him I'd tried to confirm by calling twice, he told me they never received any calls that day. I pulled out my phone to confirm I had the right number and then he changed what he said to 'we didn't get any messages' (why would we leave a message when we'd already left a note on the booking). The whole time he was waving his hand in my face and stepping closer to push me towards the door.

I assume the lying to me in the restaurant was an attempt to save face in front of the customers already seated, turning away a disabled person with a confirmed reservation is a bad look.

This could have easily been avoided in many ways. He blamed accessibility on the old building, but the only issue was the small step getting inside. This could be solved by a portable ramp from Bunnings, or even a small wooden block cut to size. They could have also checked the bookings they'd accepted to ensure they would be able to accommodate, which I believe is standard practice. Or they could have answered the phone or call us back. This stuff we deal with all the time and while it's disappointing we are used to it. What made me write this review was how the restaurant refused to apologise or accept responsibility for their...

Very poor customer service . I called today14/10/21 to make an appointment for 22/10 a lady picked up the call. It was around 08:30 pm ( who ever was working their shift on 14/10 at 8:30) and she seemed to be whining when asking about availability. She said “fully booked” for next week sounded hesitated to chat further . Then I asked could you advise for the week after , she whined again, I asked her name. She said I was making her feel uncomfortable 🙄. And said 8pm is available. But later she said “ you know what” there Is “no availability for you”.

I am totally disappointed and raged that people can be this rude to customers ( infact I was just asking for availability not mean or yell or anything) . Your website advises to call and make a booking. And when I call, you talk rude.

Now this is not the first time. I called last week and the same lady picked up and whined about making a booking. Have some mannered employees please . Or please make the online booking available with questions about vaccinations address proof ect . Or have a pleasant person who...

OMG!!!!! Yes.

Can't believe I have walked past this place like 80 times and have never made the effort to go here before. Food is amazing, so much flavour, so delicious.

Gluten free not an issue at all. I was worried when I saw nothing on the menu saying GF or that they can do dietary requirements, but turns out they have an amazing understanding of coeliac disease and pretty much 80% of the menu is GF and the stuff that isn't they can alter accordingly. I think there was like just one thing they couldn't do and that is because it had been marinated for 24 hours prior.

Anyway, I will definitely be going back and from now on I will be highly recommending it to...