Carrabba's Italian Grill — Restaurant in Gilbert

Dear Carrabba's Management,

I am writing to formally express my dissatisfaction with the customer service my husband and I received during our visit today at your Gilbert, AZ location (2709 South Market St.) on Sunday, September 8, 2024, around 1 PM. This experience was particularly disappointing given our previous visits had been satisfactory.

From the moment we entered the restaurant, the atmosphere seemed promising, but our experience quickly declined. A young lady initially took our drink order and seemed rushed, which hinted that our service would not meet expectations. When we informed our server, a young man named Justin, that we were ready to place our food order, he failed to take it, instead bringing our drinks without clearing the table or checking in on us.

During this time, we learned that they were out of peach tea, despite the earlier assurance from the young lady that it was available. Justin did offer an alternative options but we had to remind him he was very dismissive and in a hurry rush. After requesting regular tea and strawberry lemonade, we had to repeatedly ask for refills throughout our meal, which was frustrating. It was clear that Justin prioritized other tables over ours, as he consistently checked in on other customers but neglected us.

After waiting an unreasonably long time for our food, we noticed that other tables who arrived after us were being served while we remained empty-handed. We asked Justin to make sure our food came out right when it was ready so we could have hot food. Instead the first order came out got everything else was cold. But he still did not provide any assistance. When we finally received our food, it was cold, suggesting it had been sitting unattended for a while. I notice that when I got out of my seat to find a manager.

Feeling neglected, I approached the manager, Kyle, who was in the kitchen. However, he did not handle the situation appropriately. He appeared to lack awareness of the issues we faced and failed to offer any solutions or apologies. I requested a change in our server, as it was unacceptable to have to ask for every single thing, from refills to butter. Unfortunately, Kyle did not follow through on this request and did not check back with us. But he did send another server over.

This experience was not just disappointing; it was embarrassing. I have worked in the service industry myself and understand the importance of attentive and courteous service. When patrons choose to dine at a sit-down restaurant, they expect to receive better service than what fast-food establishments like In-N-Out Burger or Chick-fil-A can provide.

It is clear that there are deeper issues within the management and staffing at this location. If the restaurant is short-staffed, then it is the responsibility of the management to communicate this to customers and adjust service expectations accordingly. My husband and I felt undervalued as customers, and it is disheartening to think that this location continues to falter in customer service.

Our visit to Carrabba's was a wasted trip, and we left feeling frustrated and disappointed. I suggest a review of your hiring practices and training programs to ensure that your staff embodies the level of service that Carrabba's is known for. The one star is because I had no choice. This experience deserves a zero! Thank you for taking the time to address these concerns. I'm not sure if I will ever visit again. Very disappointing your staff failed and so did your...

Carrabba’s Italian Grill Bourbon Dinner - A Night to Remember Location: 2709 S Market St, Gilbert, AZ

Our recent Bourbon Dinner at Carrabba’s Italian Grill in Gilbert was an exceptional dining experience, filled with delicious food, expertly paired bourbons, and impeccable service. This five-course meal, guided by bartender Chris, was a true culinary journey that left everyone in our party of four raving. He was extremely knowledgeable of the bourbons and the food.

The evening began with a Wild Mushroom Soup, drizzled with truffle oil. Rich and full of flavor, it set the tone for what was to come. The next course, wood-fired grilled wings, was a standout. Served with a creamy Gorgonzola cheese sauce for dipping, the smoky, charred flavor from the grill elevated the wings to another level. Pairing this course was the Italian Old Fashioned, which was unanimously declared the best we’ve ever tasted—perfectly balanced with a delightful blend of savory, sweet, and spicy notes.

The Rigatoni course followed, featuring a garlic rosemary cream sauce, sautéed mushrooms, roasted tomatoes, and crumbled Italian fennel sausage. Even the tomato skeptics at the table loved this dish! Served as a full-sized plate, it was paired with Woodford Reserve, a classic bourbon that complemented the flavors beautifully.

The main course was a showstopper: a prime ribeye topped with creamy Gorgonzola walnut butter and toasted walnuts, accompanied by the creamiest, most flavorful creamed spinach we’ve ever had. The richness of the dish was perfectly matched with Four Roses Small Batch Bourbon, adding depth and warmth to every bite.

We ended the night with a delightful bourbon cinnamon panna cotta, a dessert as unique as it was delicious. The pairing of Brother’s Bond Straight Bourbon, created by actors from The Vampire Diaries, added an intriguing finish to an already stellar meal.

Every one of the special dinners that I have gone to at Carrabba’s always serves plenty of food. We took enough food home to have another full meal. Thank to Kyle Pardon, proprietor, every detail of the evening, from the food to the bourbon pairings, was thoughtfully executed. The Carrabba’s team of Chef Rosie and Courtney did a fabulous job. It is amazing when 20 ribeyes can be served all at the same time and cooked to perfection.

Carrabba’s continues to impress with their special event dinners and this event was no exception. You will have a chance to experience their fabulous wine dinner on December 3rd, which will feature Caymus Vineyards celebrating their 50th Anniversary. Caymus is known for its outstanding wines. It will be five courses each paired with Caymus wines.

Carrabba’s will also be presenting their Feast of the Seven Fishes Italian specialty dinner on December 18th. It is a chef-inspired menu paired with wines to celebrate the holiday season. Once you go to one Feast of the Seven Fishes dinner, you will never ever miss one. I look forward to this every year. RSVP for these dinners at...

My husband and I went out last night to celebrate our anniversary. In full, honest disclosure, Carrabba's was the 4th restaurant we tried. The first two were closed and the third had a long wait. We probably should have taken a clue from the fact that the restaurant was pretty empty. We hadn't been to Carrabba's in several years, so we figured it was worth a try again. The bread was ok, and the olive oil and herbs were delicious! I ordered a sirloin steak with a side of fettucine alfredo and my husband ordered lasagna. The lasagna was ok. No real complaints there. It looked lovely and the layers were nice. However, my steak was just awful. It honestly was like it had been boiled and then had grill marks put on it. There were puddles of actual water coming out of it whenever I tried to cut off a bite. It was not the typical juices from a steak. I ordered it medium, so it's not like it was tough because I asked for it over cooked. I had to get a second plate to move my pasta to because all the water from the steak was making my Alfredo runny. In addition to that, the steak was horribly chewy and completely bland. My husband had one bite and didn't want another one again. I forced myself to eat most of it but it was really awful. I honestly could have cooked it much better myself, and that's really not saying a whole lot. I don't have very good experience cooking steaks. Also, my pasta was cold! If it had been warm, the pasta would have tasted pretty good. Our server was not attentive at all, but I did finally let him know by the end of our meal what my opinion of it was. He just said ok and left. He never apologized and I have no idea if he ever told anyone in the kitchen about it. For us, it was a very expensive meal and a nice occasion that we wanted to enjoy celebrating together, but between the food and the lack of good service, it was a big disappointment. The server really should not be in that line of work or he needs some better training. He was not personable at all. We do greatly appreciate that the restaurant gave us a dessert for our anniversary. It wasn't a dessert we would have chosen, but it was good if someone likes a chocolate layer cake. It will definitely be at least another several years before we attempt to go back there again based on the overall experience. Hopefully, if you get a different server and don't order steak, you will be...