Mattarello — Restaurant in Toulouse

I had a very disappointing experience at Mattarello Toulouse. I had a reservation for 19:00, but due to an unexpected family issue, we arrived at 20:00. While I understand that arriving late isn't ideal, it doesn't justify the poor customer service and lack of basic respect we received.

I kindly requested a table on the terrace, and despite several empty tables for three in the interior terrace, we were given a cramped spot in the small exterior terrace. I explained that my mother suffers from claustrophobia and back pain and asked if we could be seated at one of the available interior terrace tables. The staff member, who claimed to be the manager, was extremely rude and insisted that the table was reserved. She told us bluntly that we were an hour late and could either sit inside at a high table or outside.

When we opted to go inside, I saw a low table that was empty and asked again if we could sit there, due to my mother’s back issues. One colleague said yes, but the manager immediately overruled her, again saying the table was reserved. Her tone was aggressive, and she told us to “allez, sit,” while throwing glasses and cutlery on the table in front of us. To make matters worse, the napkins fell on the floor, and she picked them up and placed them in front of us without replacing them.

While the food was good, this level of unprofessionalism and disregard for customers' needs ruined the entire experience. It’s unfortunate that such behavior is tolerated in an establishment that otherwise seems to care about quality.

I hope this feedback is taken seriously to prevent similar incidents in the future.

Worth to note that other staff members we friendly and nice.

P.S. Dear Romain, your intonation in the response you provided is still rude and unprofessional! I have lived in 5 different countries around the world,I have worked in customer service for 4 years and and no!, customer care and genuine respect is beyond your arrogant attitude and lack...

I turned up just before 7 pm on the 20th December with a friend, without à reservation. They kindly offered us the last table for 2 as they were full just before the festive season and school vacation. The person who greeted us as we stepped in was pleasant. She informed us that there was a reservation for the table at 8.45 pm and said they could serve drinks and food quickly. We had a beer each and my friend ordered a pizza, which was delicious. I ordered a starter with vegetables and squids fritters as they didn't have lactose free pasta or pizzas. We were out at 8.30 pm. Satisfied with our quick meal, less than 40 euros for 2 which was reasonable for a good pizza, friendly and prompt service! I didn't take any photos of the food. It didn't seem appropriate as I met up with a friend who needed a shoulder. I have a receipt to show that I paid my share...

Hier soir, nous avons choisi de fêter l’anniversaire de ma fille dans votre établissement en espérant passer un moment convivial. Malheureusement, notre expérience a été décevante pour plusieurs raisons.

À notre arrivée, nous avons attendu un long moment avant que l apéritif ne soient servies, et il n est finalement arrivées qu'après les pizzas, qui, entre-temps, étaient tièdes. De plus, bien que la préparation des boissons ait été confiée à un stagiaire, nous avons remarqué que le responsable n’est pas intervenu pour l’aider, ce qui a encore allongé le temps d’attente.

Nous comprenons que ce genre de situation peut arriver, mais nous aurions apprécié davantage d’organisation et d’attention, surtout lors d’un événement spécial. Cela aurait pu être une soirée agréable, mais ce manque de coordination a terni l’expérience.

Je vous écris dans l’espoir que ce retour puisse vous aider à améliorer votre service pour le bien de vos...