La Trattoria, Premium Pizza & Italian Wine — Restaurant in Bruges

While the pizza tasted nice, we had the most bizarre customer service experience here. We ordered a pizza from the menu and made just one substitution to one of the ingredients. After quite a long wait, they brought out a wrong pizza which had onions and peppers on, which weren't even mentioned in the menu. We sent it back saying it's wrong, and a few minutes later they brought out the same pizza trying to service to us again! I kept saying it's not what we ordered and that we ordered Foresta pizza, while the person serving us said it is Foresta pizza. So I asked for a menu to show that it is NOT our pizza. After I showed them that they indeed got it wrong (without them ever acknowledging the mistake), she asked us again what kind of pizza we want, so she wrote down the exact same order as if it was our first time ordering it. Then after a while the chef came out, visibly rude to us, saying what kind of pizza we want then, because apparently they made it "correctly". We told him again what we initially ordered and he just left. After a while of waiting we finally got the pizza we ordered - it was clearly that difficult for them to read and know their own menu, even after repeatedly showing them what we ordered.. Throughout this whole ridiculous ordeal we got no apology from them for repeatedly messing up the order, and they constantly tried to convince us that we were in the wrong, even though they couldn't read the ingredients of the pizza on their own menu. The cherry on the cake was them adding a hefty tip on the bill as well at the end. I've worked in customer service before and in this situation I'd offer a discount to the customer for messing up the order and never add a tip after such an incident. But I guess in this establishment the customer is always wrong.

ADDITION TO THE REVIEW ABOVE To address the outrageous comments made by the rude owner I need to mention that at no point were we rude to the girl serving us, we were very civil, even after explaining our pizza choice over and over again to her and the rude chef, even after they tried to make it look like we were in the wrong. If anything, the girl was probably stressed because of the chef who must have been telling her that we were wrong, so she had to say that to us. And just to make it clear, we literally just said the name of the pizza we wanted that was in the menu, and substituted 1 ingredient and that's it, so we didn't order anything difficult. It seems like this owner has a go at everyone who is not leaving a gleaming 5 star review. I think his response is a great example of the level of their customer service. I reduced the rating from 2 stars to 1 now thanks to the owners disgusting and horrific reply. The opinion this owner has of himself is out of this world. Who even speaks like that? It's also odd how obsessed the owner is about the amount we ordered. Yeah we weren't hungry so we ordered 2 pizzas for 4 people, but we also ordered drinks which obviously add to the bill. I've never seen anyone treat a customer so bad and blame them for not ordering enough.. so beware, unless you order for 100 euros per person then you will be treated like rubbish by...

I would describe my experience, but if you want a better idea about who owns this place then just read the replies by the owner to anyone who didn't give a positive review. Then decide if you want to come here. I also can't believe the owner gets angry at customers for not spending enough. I have never seen anything quite like it. Good businesses learn how to take criticism.

Edit: because the owner is spreading false information, I will clarify. Because we were given a pizza with loads of toppings that didn't match the one on the menu, we politely told the waitress it's wrong. She was understanding and acknowledged the mistake. However she was told to come back with the same pizza (so if she was indeed upset, it was probably because the chef forced her to bring it back). Then the chef came out and rudely insinuated that the pizza was correct when it clearly wasn't. If he had only just acknowledged his mistake and apologised this could have been avoided, but perhaps he was too proud to admit that? We weren't happy about him trying to convince us the wrong pizza is fine. The sarcastic tone of the response below shows that he'd rather double down than just acknowledge a mistake. People make mistakes and that is fine, but how you then respond is the...

Hello. We went inside, sat at the last table with high chairs, because there were no free tables at the time. While sitting in the back, where the last table was, one of us noticed a store bought pizza dough. WEIRD!!! Then, someone left and we moved to a 4 seats table. When we were looking at the menu, I noticed that the Prociutto pizza actually contained HAM, which is a blasphemy to italians. The other two persons that I was with wanted to share the same pizza. When the owner came to take our order, he told me that only Prociutto parma contains real prociutto (20€). But that did not shock us the most. What actually made us leave was the fact that he wanted to CHARGE EXTRA 5€ FOR SHARING ONE PIZZA BETWEEN THE OTHER TWO PEOPLE. When we asked why, he said “IT’S BUSINESS”. what? And we left.

I would rather visit Italy and have a prosciutto pizza with a real price and PLUS, italians don’t charge extra for sharing. Sharing is caring. Have a nice trip, and go to the centre of Brugge for real...