Brio Italian Grille — Restaurant in Columbus

We had reservations made for my daughter’s 13th birthday on 6/22. I had issues making reservations online so I called the restaurant and they were very accommodating in getting our reservation, informing me about the automatic gratuity that would be added and explained that it would all have to be on one check for our party if 10. Not a problem for me. I really appreciated being informed and prepared for that as well as how accommodating they were in assisting with the reservation. I asked if I was able to drop off her cake and they were great with that as well. That is about the extent of our good experience. When we arrived we were informed our table wasn’t ready, no problem, things happen and we didn’t mind waiting a few extra minutes for our table. Our server was less than pleased with us, it was very apparent, and it showed in our service as well as the chatting at the corner of the bar with coworkers while glancing our way with less than welcoming expressions. I tried to brush it off as maybe a bad day etc. and attempted to enjoy our time. We had spent the day at the waterpark and were exhausted, hungry and thirsty, and my daughter asked for Brio specifically for her big 13th birthday. Needless to say, we were sun exhausted, and probably looked a little crazy although we all brought a change of clothes to dress appropriately for the atmosphere and occasion. However, I feel as though we were judged immediately upon walking in. Truth be told, I have never really experienced anything like it and honestly felt discriminated against throughout our entire experience there. My parents passed away a couple weeks prior to this and my husband and I had to travel out of state for that as well, so we were looking forward to spending this time with her and tried our best to not let the unfortunate circumstances impact her special birthday. We waited longer than expected to place our drink order, let alone receive them. And even longer to place our food order. When our waitress finally came by a while after we received our drinks, I expressed we were ready to place our order and would like to do so. I was met with a peculiar reply of “ugh, I’ll have to go get my book” along with a sigh and slight eye roll. 😳 So I waited patiently while biting my tongue. Again, it was my daughter’s birthday and I was determined to make it great. We finally placed our order and there was an issue with some of the drinks so we brought that to her attention. There were a few lemonades ordered that quite honestly looked like dirty dish water and did not taste much better. So we simply wanted to swap them for something different. As my son told her he ordered lemonade but this didn’t taste right and asked if she accidentally brought him lemon water, her demeanor again shifted to annoyance and we were yet again met with a less than satisfactory response of “it’s lemonade! I poured it myself from the fountain it’s Minute Maid.” So I stepped in and suggested maybe the syrup/ box needed changed. I just got a “look”, so can you get them something else instead. From there it got worse, if you can imagine. Everyone’s food came out except my husband’s. About 10 min pass and the waitress comes over and says “did you order lasagna because there’s an extra one in the window”. He did not, and reminded her of his order. By the time his food came, everyone was halfway through their meal if not about done. My husband was frustrated and didn’t even touch his meal. No one came to check on us, not even the manager on duty, at any point until I started looking around the restaurant. The server comes and drops the check. I asked for boxes, and put cash in the check holder. She comes back, drops boxes and takes the check. And we waited. She FINALLY comes back and asks, “oh, did you want the change?” YES. especially after the experience. And also, we’re still waiting on her cake. “Oh. Well I didn’t know there was a cake” and she again is visibly annoyed. $375 on subpar food and bad service. There’s more though! Out of space unfortunately or I’d...

We were overcharged by Brio. It was their mistake and the restaurant manager not only lied to us, they refused to refund us even though we showed them our restaurant receipt and our email receipt. I advise people to check their email receipt to ensure they're not overcharging you.

We finally had to have our credit card company sort it out and we received our refund promptly.

With regard to the response I received from Brio. I stated very clearly that my husband spoke to the restaurant manager twice. Both times the manager lied & refused to issue a refund. I also said that I contacted Brio corporate twice. I provided them with our contact information, as well as the complete receipt information, and they never even responded ! I also submitted this to the Better Business Bureau and Brio didn't respond to them either.

Initially I didn't want to report this to our credit card company because if you dispute a charge and the business is at fault, they get charged a service fee. So, it was in Brio's best interest to refund us. I FINALLY had no other alternative than to go through our credit card company to get the refund, and we were refunded promptly. We tried to handle this civilly, like adults, but this was the WORST experience we've ever had with a restaurant. We went round & round with the Polaris restaurant manager even though this was entirely their fault & it was right there in black and white ON THEIR RECEIPT that they overcharged us! It should never have taken that much time and effort to resolve something that was their fault.

We NEVER asked for anything other than the amount they owed us. I honestly don't understand that mentality. We've been loyal Brio/Bravo customers for nearly 30 years. My husband always tips 18% on CARRY OUT ORDERS, as he did with this order. You'd think they'd want to keep loyal patrons.

For the above reasons, I suggest people check their restaurant receipt and their EMAIL receipt BEFORE they pay.

**The following are restaurants we go to regularly and really enjoy. These are restaurants that we know truly appreciate our business and provide exceptional customer service every time!

Jason's Deli Firebird's Martini Cardone's Carfagna's Giamarco's Eddie Merlot Las Margarita's Basi Italia Cento Poke Bros Wukong Express Local Cantina Rusty Bucket 101 Beer Kitchen Atlas Tavern The...

First time at this location at 1pm on a Thursday. When we went in we waited for quite a long time, as there was no host. My husband suggested leaving and going next door to Molly Woo's, but I said no. Finally a young guy came up. He had been doing to go orders. He greeted us, but did not apologize for the lengthly wait. We let it go since he was busy working on carry out orders. We set at a table with a waitress named Lori. She also greeted us and was very friendly. I did have to consistently ask her for refills though even though she would walk by my empty glass or clean the table next to me and not offer to refill it. When I asked both times though, she did refill it. ( Although she is rather slow moving, so it takes her a while to get back with anything). There's not a lot of chicken options in the pasta. I'm not a big fan of sausage, but it's what I had to get. I got the sausage carbonara campapel, lunch size portion. It was a normal lunch size amount but it was 26 dollars ( And that is no salad included). It looked and tasted nothing like carbonara, other than the fact that it had an egg in it. It actually looked and tasted like hamburger helper. I was so disappointed in it. My husband got the lunch sized steak salad for 22 dollars and it was also small. He said it tasted ok though and the steak was cooked as he requested. I don't think I will be back. There are so many other italian restaurants in the same area that have larger portions for better prices and the food tastes better. On a plus side, Brio does almost always send out 10 dollar coupons off of 30...