Fanzorelli's Restaurant & Wine Bar — Restaurant in Brampton

Dear Fanzorelli Management Team,

I am writing to share a deeply concerning experience I had during my dinner reservation yesterday, December 7, 2024, at 7:00 PM. While I want to commend your establishment for its cleanliness and excellent food quality, my encounter with one of your servers, Angelina M., left a lasting negative impression. Her behavior was not only unprofessional but also profoundly disrespectful, which significantly marred what should have been an enjoyable evening.

My intent in providing this feedback is not to seek compensation but to bring to your attention the inappropriate and unacceptable conduct exhibited by Angelina. Based on this interaction, I strongly urge management to either provide Angelina with additional training in customer service and interpersonal communication or consider whether a role that requires direct interaction with guests is a suitable fit for her skills.

Here are the specifics of what transpired:

-My group of 10 had a reservation at 7:00 PM, and we placed our orders promptly by 7:30 PM. At 8:15 PM, I politely called Angelina over to inquire about the status of our food. My exact words were, “Hi, we just wanted to know when our food would be ready—we ordered around 45 minutes ago.”

-Angelina responded with an aggressive tone, snapping at me, “There’s a group of 45 other people that sat at the same time as you on the other side, and they are waiting too. Just wait.” Her harsh tone and dismissive attitude made not only me but also my entire group feel uncomfortable and disrespected, casting a shadow over our annual friends’ Christmas dinner.

-Feeling shocked and hesitant to escalate the situation, I thanked her and refrained from further questions. However, after another 10 minutes of waiting, I called her over again, this time to suggest calmly, “It’s fine if the food is taking long, but you should be nicer to customers.” Rather than acknowledging this feedback, Angelina began raising her voice and arguing with us. Her behavior suggested that she viewed serving us as an undue burden, as though we were not paying customers but recipients of charity.

This was our first visit to Fanzorelli, and regrettably, it will be our last because of this experience. Angelina’s attitude not only ruined what was meant to be a joyful holiday gathering but also left us feeling devalued as customers. To add insult to injury, the inclusion of gratuity in our bill felt unjustified in this case, as her service was far from deserving of a tip. It is disappointing to think she may have felt emboldened by this policy to act in such a manner.

In conclusion, I hope management will take this feedback seriously and use it as an opportunity to reinforce professionalism and customer care among your staff. No guest should leave your restaurant feeling disrespected or unwelcome, especially during the holiday season.

Thank you for your time and...

I dined at Fanzorelli’s last night with two friends. It was a Friday night and the place was packed. I had heard that it was a good place, but it was literally the worst dining experience of my life. Bad service, surly staff, bad food, over priced, dirty. We were seated at the bar, which was fine with us, but it was dirty. We were given a basket with four miniscule pieces of bread in it - for three people. There were more little plastic packets of butter than actual pieces of bread in the basket. We waited an hour and a half for our mains. It wasn’t clear who our server was, we had three different people serving us, none of whom seemed to be paying any attention to us, nor did they respond to our requests when we actually did catch their eye. We were going to a show at the theatre afterwards, and advised them of this, but they brought our food so late that by the time they brought it, we didn’t have any time to eat it so we had it immediately packed in a box and left. I scarfed down two cold, hard slices of funghi pizza from the box as we exited the restaurant, and it was so tasteless I threw the rest out. There’s more to say, but these are just the highlights. For all this, they only offered to comp our wine, but then, when they brought the bill, they forgot to take the wine off. Furthermore, we asked for separate bills, but they brought one bill. And for this lovely experience, they charged us $120 (after the wine was removed). I’ll give kudos to the nice waitress who finally cashed us out, she tried hard to apologize and make things better, but it was too little too late. The whole experience was so bad it was almost laughable. If you like paying high-end prices for mediocre food and bad service then you’ll love this place. It’s priced like a fine dining establishment, but it is not. Their MO seems to be to rip off the theatre crowd. We will never go...

My family and I went into the restaurant today just for the the lamb. We ordered the calamari to start and it was amazing.. however when we got the lamb it seems like they forgot the salt and it wasnt seasoned well.. very bland.. we added salt and Tabasco for some flavour and tried to eat it. One person couldnt eat it except for the side veggies. The manager came over and asked what the problem was. He said he'll talk to the kitchen staff about seasoning. Also mentioned the head chef is only there Tuesdays to Sat. He asked us if we wanted to take the lamb because it was going in the garbage and there will be no charge for one. We said ok and added it to the box of some other stuff we were taking home. We said we would come back another day and try the stuff when the head chef is there bc everything else was pretty good. At the end we ordered 1 tiramisu and they brought 4 said it was complimentary because of the lamb. No one else really eats dessert but 1 person so it didnt matter much but was a nice gesture. After we got the bill and was charged for all the meals and when asked about it, he said there must have been a miscommunication because he was charging for the lamb since the veggies were eaten. And said he gave the desserts complimentary.. instead of causing problems we just paid the bill $270 and said to ourselves we wouldn't return because of that. It was a family of 5 including a child. It's sad because we were going to give them another try but because the manager came off very rude we will not be returning. Instead of giving free desserts (which weren't needed) they should of just refunded the lamb and saved the table for us to possibly come back. We decided to try the restaurant for the first time because they had lots of good reviews on Google.. we weren't very happy with the service from the manager, but the server...