Lupa Osteria — Restaurant in Durbanville

It's with great reluctance, and any sense of achievement by doing so, that I write this review. Uber has no contact number to call to speak to anyone and after repeatedly attempting contact through their online complaints portal, we have had NO RESPONSE from either restaurant or UberEats. We paid for Uber 1, Priority Delivery, and no one has even bothered to get back to us. We paid for a meal and a tip and the extras, and have nothing in return. Below is part of the complaint sent to the restaurant in a mail - twice. No one has bothered to get back to us and we were told the owner has seen our mail, twice. We never recieved any food and paid for everything, returning the food to the store.

We ordered through Uber at 16:16, the order arrived aound 17:16, an hour later. The boxes were ice cold and on testing the heat of the food, there was zero warmth from either dish. Stone cold would be accurate. This is our first experience with Uber delivering cold food, and we order at least twice a week from various restuarants. On calling the restaurant to complain the manager's response was 'yes?'. So we stated again what had happened and were met with the same bizarre answer, to which my partner asked 'Well what do you suggest we do about it?' Other than silence it eventually got blamed on Uber. We have Uber 1, had also app** for Priority Delivery and paid for it. Ok, so now what? It's Ubers fault and we still don't have food? No talk of the cold food or how it was going to be replaced. Now enraged, hungry and not in the mood for people going through who is to blame for the cold food, we told him we were coming to the restaurant immediately with the cold food and expected its replacement. Arguments between yourselves and your service provider Uber, could be fought about later. On arrival the food had not been re-ordered. After waiting another 10 minutes the manager asked me to take a seat, not to pour us a drink whilst we wait for our food, or to resolve the immediate problem, but to try and run me through your procedures on how he cannot just order another meal. At which point I walked out to go and buy take-aways at another establishment where I wouldn't be left standing around waiting on a decision. We have had no further phonecalls or contact from anyone telling us how they plan to make this experience into anything worth salvaging in our relationship? We never got the food, we were never offered a refund, and we just kept getting told it was the Uber driver. So, your reputation seems not important to you in the quality of food you have delivered, which you just put down to someone elses fault. Believe me, I am dealing with Uber too, but I want to know why we have not been contacted to apologies not only for the cold food that arrived, but how about the fact that even when we got to the restaurant I wasted another 10min for a solution that just became more excuses? Please can someone call us, before I take a step I am rarely willing to do, with how you propose to fix this two days after it happened. Surely by now you have been through your kitchen receipts to check when the order was made, when it was made and put on the pass, and when you believe Uber collected it? At least then we would have some idea as to why it landed cold - but more importantly I now want answers as to why it was dealt with so inefficiently, to the point that I had to get in my car, drive to your establishment and still not get any joy. You were so focussed on who was to blame that our cold food issue, solvable immediately over the phone, was never tended to.' All we have ever gotten from this restaurant is the brush off based on their POLICIES AND PROCEDURES. If they believed they had done nothing wrong, why not produce the order slips and kitchen slips as requested over the phone? I have spent ten years of my life managing and working in hotels and restuarants around the world, and am yet to find a restaurant thats response to any complaint is NOTHING AT ALL???? Disgraceful. No words to explain...

Where to begin... Out of the 5 guests that were at the restaurant, only one genuinely enjoyed their food. The food in general otherwise was quite underwhelming. We had above expectations for the food, as we were referred to the restaurant by other people, and judging by the price and descriptions of the food items we expected it to be satisfactory. It was not. The two steaks that were ordered were well cooked, but lacked seasoning. The risotto that was present with the one steak was dry and close to flavourless. The roasted vegetables that were served with the other steak dish were not only cold, but honestly they looked like they were prepared the previous week and just kept because no one has been ordering it... Not to mention that the guest had actually expected parmesan fries. Then also the 'onion rings' served with the steak dish were a proper dissapointment. Cold, soggy onion rings. Then the prawn & zucchini pasta. It was more like 3/4 frozen shrimps with a tomato sauce and no zucchini whatsoever. Lacked seasoning and overall very underwhelming. Lastly the truffle carbonara. Which I believe you guys are famous for. First of all, carbonara pasta is not made with cream... Furthermore, the pasta was overcooked, seasoning was alright, I was unable to pick up any truffle within the dish, even though it clearly states it contains it.

Overall it was quite an underwhelming and rather dissapointing birthday dinner, to...

Visted on 30 Nov at 7pm. Our starter and desert courses were exceptional. But I can not say the same for our main courses, my Brown Butter Butternut Ravioli was probably the worst I've had in a long time. The butter was not browned at all, and it was basically a butter soup. The Ravioli itself was also greatly undercooked and 3 of them had burst during cooking, meaning they were not constructed and sealed correctly. My wife also had very hard spinach stalks in her hake dish. Then we were sitting next to a table of 4very loud woman, who really disrupted the romantic dinner we were having. The floor managers and waiters didn't do anything about it really, even though other tables complained about them too. They were banging on the tables, getting up and doing silly dances, and extremely loud that we couldn't hear each other speak. I don't mind people having a good time, but then go to a bar or club for this sort of thing. Disappointed that nothing was done about it by staff. That said, our waitress, Khuliswa was brilliant and very attentive. Overall, I was very disappointed, as I heard the food was to die for, and especially considering it's Italian, a Pasta dish should not be the worst thing we had all night. I'll come again to give them a second chance, and hopefully the atmosphere is improved and they get Pasta right...