Pizzeria Tratto Napoletana — Restaurant in Penticton

I am enclosing below a very fair and polite email I sent Chris at the restaurant. I was letting him know that my pizza takeout order was very unsatisfying. A gave him plenty of days later to return a response to my feedback. I was confident he would reply, however he also failed badly. Being a chef and also being in the restaurant business for many years, my critic was very valid. I was anticipating him to at least reply and offer a solution or apology!! The middle of a pizza should never be a messy soup unable to pick up any of the slices. I literally ate the edge only which was a true failure of an overpriced mess.I had to come in to order & wait out front because the online ordering doesn't work properly. After being charmed at the door, I guess I was a fool to leave a 18% gratuity for a pizza I had never tried before. Please allow customers when paying with your debit/credit card machine more options to pay rather than directed first to pay a tip. So very wrong, I never ate in or had anyone serve me drinks??" Pressure at the door for the tipping is unpleasant and not classy... Not hearing back from you at all, I will never eat here again to allow you to make it right. You lost that right dropping the ball and only being a charmer at the door! "Hello Chris, I had the pleasure of meeting you last night as I ordered my pizza through you. I was really excited to finally come to the restaurant as I travel allot, and enjoy the best pizza establishments.

Unfortunately my experience trying to enjoy the pizza was fruitless. The Neapolitan pizza with extra toppings was impossible to eat as it was just a soupy mess in the middle. I tried my best to eat a couple of slices on the way back to Kelowna. When I arrived home I left the pizza and box in the parkade garbage can.

The reason behind reaching out to you directly in all fairness is i realize this happens time to time. I was in the restaurant business for several years in Grand Cayman and appreciated feedback from my customers. I normally leave a website & TripAdvisor review after any of my restaurant experiences. I was very impressed with your restaurant and our conversation last night so I didn't wish to leave a negative review.

Enclosed is a copy from my credit card statement. I paid by Master Card and left a 18% gratuity totalling $45.84. I trust that you will fairly considered a full refund for the unfortunate experience. Thank you in advance for your consideration to my request and look forward to eating in next time!

Respectfully,

Kevin P. TRATTO...

Would have loved to give a full 5 stars. Came in for a quick bite as we had to get back on the road and then meetup with our larger group for dinner.

The woman working there with brown hair was odd at first. Pressured us to order more (we ordered 2 pizzas and a beer). Whatever. Thought it was a once off. We eventually got an appy as well. We just needed time to decide.

Food came fast and it was amazing. Truly enjoyed the unique flavours of the pricier pizzas we ordered. I dismissed the behaviour from our server after tasting the food because the pizzas and the appy were just that good.

Around the time we were paying the bill she uttered under her breath "cheap dinner out, huh?" Aaaaand back we are again, meal ruined. That's not how you treat a customer. We were in and out in less than 20 minutes. Regardless of how much or little your customers order, pestering them to order more and then vocalizing your pettiness is not professional. If you're so desperate to push the bill higher, how about trying to chat us up and recommend something on the menu? Not saying "that's all?" and staring. Haha seriously, what? Staring? Does that work for you? Maybe smile while you stare at least. C'mon.

Are you desperate to push the bill amount up because you want a bigger tip? You do that by being a bare minimum decent person to your customers. If you feel your actions were justified, you seriously need some reflecting. :)

Loved the food and the vibe of the place, but we won't be returning as we felt unwelcome since we were apparently so "cheap" with our dinner. I was going to tell our larger group to try this place but the service really ruined it. The other staff were fine and normal. I don't like to leave bad reviews but this experience sat with me the whole day in the worst...

They serve great pizza here, and the service is excellent. Naples style pizza, served relatively quick, and delicious. A great experience overall and very worth returning to. Wine was served nicely and the "buy a bottle get a free pizza" night was a good motivator.

The place gets busy though. And loud. We were able to converse, but you wouldn't call it an intimate dining experience. It's more typical of your modern high ceiling and very open room dining. If you know that going in and are fine with it, it's a great place to get together with people and have a long eat and visit, but you may have to speak up.

The pizza, wine, and espresso were great. Tiramasu is fantastic if not a bit big. Depending on the kind of eater you are, maybe split it (or just get it to go, bonus!). Don't reduce the size on my account!

The mixed olives was a bit of a let down though, and I wish it wasn't, because this would be a 5 star for sure otherwise. There were two different kinds of olives in it, and nothing else. Other reviews show between 5 and 7 different olives or things (pearl onions) in the same dish. Maybe we hit it on a bad night, but would have appreciated if the server explained they were low on olive variety if that was the case.

Will return though, and very...