RAGU PRACOWNIA MAKARONU — Restaurant in Wrocław

I'd like to share the abominable experience I experienced at this restaurant on October 22, around 8pm, where I had previously frequented at least twice a month. The communication of error started from when I'd ordered a bottle of wine to this blonde server lady with a tattoo and her friend came later instead with 2 glasses of wine. When I'd told her about the error they brought the actual bottle saying that the 2 glasses were on the house. Not bad, it was actually an upgrade. Then we had 2 appetizers and 2 pasta which was all good. The problem arose when I actually asked for the check telling her that I wanted to takeout the remaining 3/4 left Carbonara home too. This was after she'd told me that the kitchen was closing in 5 minutes and whether I'd like to make a last order or any last takeout requests. Feeling bad that I'd have to make the kitchen staff work after closing hours I asked her to pack the 3/4 remaining carbonara and the 1/4 left vongole. What surprised me was when the bill came with an "extra" carbonara and she charged me for 2 carbonara insisting that I had ordered "another" carbonara when in fact I hadn't and in reality had asked her to pack the remaining carbonara; after all I had literally pointed at the remaining carbonara with my hands and said in clear English "I'd like to take home THIS carbonara". Anyway, the most shocking part came later when acknowledging I was in a country where English is a non-native language I said "oh there must've been a misunderstanding on both sides but does that mean I have to pay for both of our misunderstandings?" the kelnerka lady simply said "yes" with 0 apology or any hint of remorse at all of her wrongful understanding or consequence thereafter, and I ended up paying for the whole bloody carbonara when I'd clearly told her I just wanted my leftover taken away. What a HORRIBLE dining experience this ended up being!!!

Reply to your answer: You are not sorry at all for my ruined evening as you are constantly defending your server's blatant mistake. To reiterate what personally happened at your restaurant, your server made her first error when she brought the wrong wine order, which she made up for. She made her second error when she brought the extra Carbonara instead of packing the remaining one. She made her third and decisive error, despite me having given her a chance to atone for her mistake, when she forcibly imposed the extra Carbonara bill on me with zero hint of shame or apology on her part. But yeah good luck to you and your staff with running your "perfect"...

Today four of us went to Ragu for dinner after seeing all the positive reviews and some recommendations from friends. Our enthusiasm was slowly dying out from the first interaction with the waitress. Riesling was not available even though it was listed on the menu and the Primitivo that we got instead, was served at warm, room temperature. When we asked the waitress what soup was served today, she replied plainly pomidorowa (tomato soup). Hmm... at an authentic Italian place I would expect the waitress to at least to explain the flavors of the soup. For example garlic, basil, fresh tomatoes, Parmesan, cream, etc. Her reply did not spark any interest in any of us to order the soup. The most disappointing was the wait time for our meal. It was a solid 45 minutes and the waitress didn’t come back even once, to check on us or to update us on the time of our food arrival. As expected from the lack of her professionalism from the very beginning, she did not apologize nor did she explain the long wait time. The food was just ok. Gnocchi was delicious, rigatoni was good without any “wow” effect, and tortelli was less than mediocre. It was stuffed with pretty plain ricotta cheese and served on a bed of spinach with not much flavor. The description of the dish was very confusing and suggesting that the torteli was supposed to be stuffed with ricotta and spinach. Maybe the chef should revise the description on the menu. The ambience of the restaurant has a lot to ask for. The proximity of the tables is such, that your elbow touches the elbow of the person sitting at the next table. Also, one of the small tables was located under the wall hook for coats and right next to the bathroom door. We were sitting one table over and even we could see the inside of the bathroom anytime a guest was walking in or out of it. Couple less tables would improve the ambiance and coziness and increase clients’...

I had a very disappointing experience at Ragu in Wroclaw. I ordered a roast beef pasta. In the Polish menu, the word “tartar” was included in the dish name, but I didn’t notice it because all dishes were listed in Polish. The English description only said “roast beef”, so I expected cooked beef, not raw meat.

When the dish arrived, it was topped with raw meat. Due to medical reasons, I politely asked if they could cook it for a couple of minutes. The brunette waitress who brought the food — glasses, medium height, the only non-blonde waitress working on Sunday 10/08 around 8 PM — was extremely rude and unhelpful. She immediately refused, repeatedly saying “you ordered it like this”, without offering any alternative or even checking with the chef.

When I asked for the bill, I explained the situation to another waitress and specifically requested the brunette waitress’s first name. I clearly stated that I was not asking for any private information like a surname — only her first name — yet she still refused to give it. She offered to call the brunette waitress so I could speak to her again, which she did, but even after I asked 3–4 more times, the brunette waitress still refused to give her name. Neither of them listened to me or apologised.

I also asked for the manager but was told, “it’s Sunday, we don’t have a manager today.” Normally, I would resolve such an issue professionally with a manager, but that was not possible in this case.

I have been to this restaurant at least 10 times before and genuinely liked it. I never imagined I would encounter something like this here, but after this experience, I do not plan to return.

Refusing to provide a staff name when a customer wishes to make a complaint is unacceptable and shows a lack of accountability. Combined with the unwillingness to help when a simple solution was possible, this left me extremely...