The Old Spaghetti Factory (Richmond) — Restaurant in Richmond

Hello,

My family and I came into the old spaghetti factory—the one beside watermania—for a family celebration as my son had just graduated university. Upon our arrival we were immediately greeted with a big warm smile and a welcoming attitude from one of your servers, Alex. Throughout the night, Alex displayed exemplary service skills; she was constantly ontop of everything we needed, napkins, cutlery, order modifications, etc. Not once during our stay at your restaurant did she once even show anything other than glee and willingness to do everything she can to ensure we had an amazing dining experience. Not only was Alex kind, but she was also incredibly social in a responsible manner. During my formative years through high school and university I had worked within the industry, and I have never met someone who approached their professional duties in such a way; she initiated conversation with our youngest child—who had recently gotten into rock’and’roll—and was extremely adamant on wearing the t-shirt which was graced by his favourite band, The Strokes. This was once scenario of the many where Alex showcased maturity, interpersonal skills, and effective balance in the work place, upon seeing my sons shortage immediately jumped in and complimented it!!! My son, who is usually quite timid and shy due to a numerological development disorder, for the first time felt no anxiety when interacting with someone outside our immediate family. Alex and my son talked about the band, similar artist, and fashion, all without even the slightest bit of deviance from her professional duties—bravo, I’m impressed. I had never seen him so open to interacting with a complete and utter stranger until that night. You guys, The Old Spaghetti Factory, have a serious, serious, case of someone who is not only passionate about their job but also someone who excels at it as well. Hats off to our server, Alex, and a big thank you tk the management team who hired her. Alex, you are a fantastic young lady, with the brightest of futures ahead of you. Thank you. Thank you for showing our son real human connection, free from judgment, free from stares, and full of embrace and positivity. If I had one recommendation for this restaurant, it is to do what ever possible to keep her present, happy, and with a full...

We booked a table at 1:15pm and arrived at 1pm. About 5-6 groups of people lined up in front of us. The server and the manager checked in everyone in line first. When they checked in us, the manager said she would seat us when it got closer to our booking time. I looked at the clock. 15 min before 1:15. If they told the people in front of us 20-30 min,10- 15 min for us would make sense.

When we were waiting, all walk-in people were brought inside for a table. Their wait time were not 20-30 min and they were 2-3 min instead.

I walked to the server, asked the server if we had to wait for all walk-in people seated before us because we made a reservation. She said it was not your time of reservation yet. WOW!!!!!

We booked a table and we got punished. If we waited to walk in at 1:15, is that mean we can cut the line and walked in to find a table ourselves?

Why do we need to make a reservation, obviously, walk-in customers were treated nicely but returning customers who made a reservation were treated poorly.

The host then went to ask the manager if she could sit us. WOW!!!!

The host and the manager had no eye contact with me cuz I guess they thought I had an unreasonable request.

Our server is very nice. After she brought us the bread, we noticed clumps of dust on our spoon and knife. We told the server to replace them.

The table had some white dirty spots so we cleaned with our Kleenex. When we wiped the table, the napkins sticked to the table. The table were very dirty. We asked the server to bring us some wet towel to wipe the table.

A couple new set of silverware were brought to us. When I opened the wrapping napkin, the dry food from previous customers were stocked to the spoon.

We just wiped it and cleaned the table and silverware ourselves with our baby wipes before eating.

Lesson learned, don’t tell them you have reservations if they are not busy. They don’t appreciate if you have reservations. Very frustrating!!

Feel free to see photos...

I've been going here for years. I've had nothing, but great cuisine, beverages & service. The chefs, kitchen, host staff were great, as usual. I usually never complain. If I had a great experience, I usually grant 5 💥💥💥💥💥. The most that I have ever tipped was $30.00, $25.00 a few times at certain establishments. The reason for the 1 star rating, is Lisa. Lisa would be a great actress, & she literally scares me with hatred, that is covert & subtle. Once I asked her, if she likes being a waitress, she knew that I could see through her. I listened to her response very carefully. Not once did she ask, if I needed a refill, or additional drinks. I had to ask the host, for another drink. The first time, I raised my hand with an empty glass in my hand, she eventually acknowledged me. Her acting prevented her from being openly fascious, but when she turned around her face changed, you could see it before she completely turned around. Select people, who are genuine, & that value & care for the customer. We as customers, want a great experience for our dollars. I still tipped 20%, even though I wanted to stiff her, but that would not be fair to the chefs, the kitchen & the rest of the staff. 2% for the chef, kitchen of the entire bill is to low, according to what Lisa told me There were other staff members observing her as well. This is behaviour, that cannot be corrected because it's in her DNA. The worst thing that will happen, is to become better at being deceptive. 95% of my reviews are always positive. Lisa knows deep within, that this communication is true. If there is more than 1 Lisa, the staff members know the one, that this is regarding. She knew she was lying to my face. Customers cannot be treated like this. The best time that she treated me, was the time she brought the p.o.s machine to me. She stood over me watching very closely. If I ever encounter anyone like Lisa again, I will walk out or request another server....