La Galleria — Restaurant in Birmingham

I am writing to formally raise a serious complaint regarding my recent experience at La Galleria Ristorante Italiano. I am deeply disappointed by the way my request was handled and by the behavior of both of you, which fell far below the level of professionalism I expect from an established restaurant such as yours.

During our visit, I specifically ordered calamari, which your restaurant has served consistently in the past. However, without any prior notice or explanation, the calamari served this time was completely different from the usual one. Riccardo, when questioned, failed to inform us of the change upfront and instead insisted that the new version was “more fresh and tasty.” This was misleading, as I had no opportunity to make an informed choice. I expressed clearly that I did not like the dish and would not have ordered it had I known it was changed.

Despite this, Michelle insisted that I would still have to be charged and that nothing could be done about it. Not only was I charged for a dish I did not eat, but your team also failed to take responsibility for the lack of communication. The situation was made worse by the argumentative and dismissive attitude displayed, particularly by Riccardo, who continued to defend the change rather than seeking to resolve the matter amicably.

What was especially unprofessional was the fact that both of you went to the back of the restaurant and began speaking about us in another language. Fortunately, one of my colleagues at the table is fluent in Italian and overheard the conversation, which only confirmed our suspicions about how disrespectfully we were being treated. This level of disregard for your customers is completely unacceptable.

Please also be reminded that the environment and clientele you serve deserve respect and professionalism. Most of us at the table work in the legal sector and one of our guests is also a food critic. We expected a far more courteous and customer-focused experience.

The only member of your team who handled the situation with professionalism and empathy was Ledio, whom I would like to thank sincerely. He approached us respectfully, apologized on behalf of his colleagues, and made an effort to de-escalate the situation.

I strongly urge your management to review this incident, provide appropriate training to your staff on communication and customer service, and consider how you will prevent such incidents from happening again. A restaurant of your reputation should uphold better standards.

I await your response and proposed resolution to...

I fancied something to eat this evening, so I went to where there was a proliferation of Italian restaurants, New Street. I couldn't get a table anywhere in any of restaurants on New Street, they were absolutely heaving. So I decided to stop into La Galleria instead, what's the worst that could happen?

I walked in and a tall gentleman with glasses approached me and asked me what I'd like, I asked for a menu and sat down.

I opted for a Hawaii pizza, the bill came to just under £20 with water. I then approached the waiter and asked for a Hawaii pizza, he then said the strangest and rudest thing, he said "would you like that to go?"

I said "no, I'd like a table", and what made this interaction even worse was he repeated back to me what I said, "you'd like a table?" I replied back to him "yes, I'd like a table" and then he apologised and showed me to a table, saying "I thought you wanted that to go." I didn't say I wanted the food to go so I don't know where he got that idea from. A very awkward interaction, as if he were talking to a youngster or an underling.

It wasn't as if the place was packed, in comparison to the other Italian restaurants on New Street It was empty! And I know why, its because the attitude stinks.

The pizza was OK, and the waitress wasn't particularly welcoming either, I got the feeling not only was I unwelcome, but that I wasn't good enough to be in the restaurant, as if I were some kind of peasant!

And when I'd had enough, not only of the pizza, but of the chilly atmosphere, I called the waitress for the bill. I put a £20 note in the book and she actually came back to me with a durr tone and asked me, would I like the change, as if I'm some kind of cheapskate who wouldn't let the £2.20, or so, change just go.

And when I left, they had the sheer audacity to say goodbye, I couldn't get out of the place quick enough! If I had been with a friend I would have complained.

If I'm treated well, I tip well, regardless of what I have ordered, if I am treated with respect I will respond kindly.

Note to the proprietor :

At a time when eating out is considered a luxury, you should be happy that a new customer comes to spend money at your establishment.

There are many eateries in Birmingham who would have been happy for me to spend my £20 at their business and they wouldn't have looked down their noses at me either!

I find it ironic that your restaurant is situated on a downhill. Possibly a shape of things to come. Good luck, you're...

My partner and I used to love going here. The food is amazing and has remained so, and it is in a tucked-away location in the centre of Birmingham. Previously, the service was lovely. However, after our most recent visit, we will not be returning.

I have read a number of reviews with similar experiences to ours. An older, arrogant white man with next to no manners whatsoever. The rest of the staff, some of which we recognised, were lovely, but he ruined our experience.

We arrived and we were waved in the direction of where to sit - not an issue, but once he came to take our order, he began to be expressively rude. We requested a main and a side, to which he raised his voice to tell us that we had to order one main per person. Again, this is not an issue, but his delivery was somewhat hostile and extremely patronising. Further to this, he assumed that I would be having the pizza that we ordered and set the cutlery down. I swapped with my partner, as I had ordered the pasta. I excused myself, and when I returned, found that he had come and put the cutlery back in its original place. I made him aware once he came to set our food town, to which he seemed annoyed.

When our food had arrived, he was very blunt and said "Move the napkin." which had been laid on the table, no smile, no politeness, nothing - I am happy to move the napkin, but do not order me around in such a rude way if I am a customer in your restaurant. We were not asked how the food was or anything whilst we were eating, and when he came to take the bill it was like we were a nuisance to him.

When we went to leave, we used their facilities and the entire time he was milling around the table as though he was waiting to usher us out.

It was an incredibly uncomfortable experience and we will not be returning on account of how unwelcoming and hostile he was towards us and as I can see, towards other foreign customers (we are white, but we spoke audibly in Bosnian when sat at our table). It's such a shame as the rest of the staff, the food and their usual warmth made it a lovely...