Rustico — Restaurant in Aberdeen City

I’ve never really posted any reviews in my life, especially when it comes to bad experiences but I think that today’s situation was absolutely appalling. I always avoided going to Rustico because of my gut feeling and wish tonight I would have listened to it more. We came to Rustico to celebrate my friend’s birthday, so booked table in advance, came on time. Straight away we were greeted by a receptionist in a very cold and uninvolved manner. After that we were sat down at the table and offered menus but our great experience at this restaurant ended at this very moment. All waitresses seemed so young like they just graduated school, it was their first job experience and they knew absolutely nothing as if they started job a couple of days ago. As much as I understand that everyone deserves to learn new skills and gain work experience, the service was absolutely horrible. Was taking ages to order food, we sat for ages with dirty plates, no one was checking on us or on our food experience. Everything has to be explained or asked for. As a former waitress myself, I understand that it can be challenging working in such fast paced environment, especially on a busy Saturday night, but customer service is pretty much non-existent in this place. While two of my friends remained at the table, I decided to return to the front desk to see if I can ask for the waiting staff to make a little surprise for my friend and bring her desert with a candle (which I even offered to pay for). I was given very weird look and a sharp abrupt reply “what kind of surprise do you want? We’re not a Turkish restaurant, we don’t do dances and songs for customers birthdays”. What did my request had to do with Turkish restaurant in the first place? I felt that reply was very rude and borderline racist, and at this point I wished we would have went to a Turkish restaurant instead. I just said that sorry I’ve asked, I thought this is pretty standard to ask and not something extraordinary. I’ve traveled over 35 countries and been to countless restaurants all over the world, and never had this experience before. It’s a normal restaurant practice and good etiquette to present some dessert or drinks on the house on someone’s birthday. But I decided not make big deal of it, although it was quite upsetting and just went back to table with just saying “okay thank you, thought I’d just ask”. Thought it was just something that they don’t do at this restaurant. How surprised I was when a table next to us was also celebrating birthday and all waitresses came over to wish happy birthday and brought tiramisu with a candle. My heart just dropped in that second and a felt so bad for my friend who was refused that. After paying for our meal, I decided to speak to manager and ask to explain the situation, why my friend was refused this and another customer received it. If it wasn’t something that this restaurant was offering, it should have been equal for everyone. Response of a manager was equally rude, in a laughing manner he said “we had 12 other tables who were celebrating birthdays, sorry we forgot about you”. I’ve tried to explain that we weren’t forgotten about, we were fully refused that service by (how it turned in the end) the receptionist, who said it’s not a Turkish restaurant to get that. I was explained it’s a joke and I should not take it seriously. I never was offered any apology or any other explanation why this situation occurred in the first place. My friend was standing and listening to the whole situation and thought it was personal because she was Muslim. She was very upset and so were we. After this we all made a firm decision to never come back and would like to warn others to think twice before deciding to celebrate their important events at Rustico. Management and staff is an absolute disgrace. Food was okay but nothing special. If you want great Italian food and service, I suggest Rosa’s instead, Amarone, Da Vinci...

Our friends and us decided to try this well known restaurant that many people had so many good reviews about. Well - if you never tried this place, don’t bother ! We drove an hour each way to get there and back - what a waste!! Our friends who booked a table arrived before us, there has been no reservation despite the fact they had a confirmation of the booking, these errors are common so we let it away. We have ordered round of cocktails to begin with - absolutely disgusting. Mojito was flat, with barely any icy, my friend Aperol maybe looked like one, but was nothing like it. Then we were due to receive a Coke we never ordered, to then another waiter trying to give us a bottle of Peroni - again we never ordered. Starters were ok, nothing special. After starters being taken away, a young lad came to clear our side dishes, napkins, cutlery for the mains for us to tell him we only had starters. Mains were ok, nothing special again. All of our plates were still full of food when they came to clear it. At no point staff came and asked how’s the food, neither while we were consuming it or upon clearing plates. We’ve ordered decaf cappuccino, decaf americano, latte and one of us ordered Tiramisu. 20 min later I’ve asked waitress where our order is, she apologised and said she’ll go and check. Another 10 min later my friend asked another waitress where our order is. 5 min after arrived diabolical looking Tiramisu for our friend but no coffees. Eventually after another 5 min of wait ( 40 min after the initial order ) coffees arrived - cappuccino ( not decaf ), two latte ( both decaf ) and no americano… I used to work for a 5 star hospitality resorts and I know what standards are expected and what standards should a place like well known Rustico provide. Place was full of untrained students who can’t handle simple orders. Training is required. Big time. Again I do understand busy night, restaurant at its capacity, but it’s down to owners to ensure equivalent amount of staff is hired and trained for nights like last night. From start to finish things were going wrong at every step of the way, food was a mediocre, we left hungry tired and disappointed. Don’t go there, we...

The only good thing about that place is their food. Food is really good. But service and atmosphere is just horrible. To be honest I am shocked with the situation that the manager and receptionist were put us in. We booked a table for us because my friend had a birthday to celebrate, we came and asked for little something for her birthday maybe desert with candle or whatever they are doing for their clients usually — the guy on the reception laugh to our face and said “what kind of surprise you are expecting?! it’s not a turkish restaurant”, so basically he refused, well we tried. But in general it’s kinda rude and racist to say that, don’t you think so?

We decided still to stay and get our dinner, the waiters gave us a vibe of some new people who just started to work -trainees- who don’t understand how to properly serve and how to clean table.

In the end of our dinner when we finally paid, we saw an absolutely “mind blowing” scene - three waiters came out with piece of tiramisu with candle on top, singing happy birthday song for other clients. So to us they refused to do that, but for someone else they did. Rude and very disrespectful.

We came to that table to check with the ladies if it was from restaurant, if restaurants gave them that service, who knows maybe they bring it with them. But no, the ladies confirmed that it was the service from restaurant that they requested.

We came to the reception and asked for the manager. When manager came and listened our complaints with all the details and quotes the only thing that he said that it was a joke and he is really sorry, not further actions were take. No any proper apology/discount anything. You could even see that he didn't give a damn, for him we are not important guests. The only thing that he said that we are the 12th table who asked for the candle and they “forgot”. It’s not true, they refused to do that for us. But realistically we are clients and we came to get the best service, the birthday atmosphere was ruined. The evening was ruined.

We decided we will never get back to Rustico, not with that kind of dealing with problems. Poor...