Biscotti's — Restaurant in New Fairfield

Dear biscotti’s Management,

I hope this message finds you well. I am writing to express my profound disappointment with a recent delivery order I placed from your establishment. As a loyal customer who has always enjoyed dining at your restaurant, I was expecting the same level of quality and service with my delivery. Unfortunately, my experience was far from satisfactory.

On 7/18, I placed an order for delivery through an online platform. The order , it included two chicken, Parm dinners and I wanted to substitute the tomato sauce for vodka sauce. I even called and spoke to the representative of the establishment she assured me that it was taken care of and nothing to worry about because I put it in the special request ... I was eagerly anticipating a delicious meal, but what I received was a series of mistakes that left me both frustrated and dissatisfied. I even called and spoke to the representative again and she said she saw the memo and the special request and they should’ve done vodka sauce, but they didn’t she didn’t solve my problem. She didn’t give me a refund she didn’t allow me to switch it out for the food that I ordered in fact, but she pretty much dismissed me and said that there’s nothing she can do about it because I placed the order through DoorDash, which I understand your restaurant and your food on the line so let me keep my disappointment from this place

the delivery arrived significantly later than the estimated time provided. While I understand that delays can happen, there was no communication from your end to inform me of the delay or provide an updated delivery time. This lack of communication was quite unprofessional and left me wondering if my order would arrive at all.

When the order finally did arrive, I was dismayed to find that several items were wrong Specifically, the chicken Parm it’s mentioned above x2. Additionally, some of the items that did arrive were rubbery and barely edible, butThis mix-up was particularly disappointing as I had been looking forward to enjoying my favorite dish.

Moreover, the quality of the food that did arrive was subpar. The soup was cold and lacked the usual flavor and freshness that I have come to associate with your restaurant. It was evident that the food had been prepared hastily and without the care that typically goes into your dishes.

I attempted to contact your customer service to address these issues, but I was met with long hold times and unhelpful responses. This added to my frustration and left me feeling that my concerns were not being taken seriously.

I understand that mistakes can happen, but the extent of the errors in this order and the lack of effective customer service have left me deeply disappointed. I hope that you will take this feedback seriously and implement measures to ensure that such issues do not occur in the future.

I would appreciate it if you could look into this matter and provide a resolution. A refund for the missing and incorrect items, as well as an assurance that steps will be taken to improve your delivery service, would go a long way in restoring my faith in your restaurant.

Thank you for your attention to this matter. I look forward to your prompt...

Went there on Sunday at 1pm with relatives. We had told them it was a great restaurant. Had called the week before since we both had groupons. Was told we may have to sit at separate tables. We arrived and again told the person sitting us we had groupons and they said they would check with the owner. They came back and said separate tables so we separated. Then the owner came out yelling and stating we were trying to take him, accused us of ripping him off since we came in one car, that he makes nothing on groupons, telling us to go down the street to another restaurant and rip them off. Then stop having groupon post ads for you every other day! We were the only people in the restaurant and you insulted us. You had a crew standing around doing nothing. We have dined at your restaurant for over 3 years and not on groupon. Bringing numerous friends and relatives to you. We supported you through the covid. We ordered two appetizers and dinner meals but your insulting outburst, cancelled coffee and dessert, but we still tipped on the full bill plus, without the one groupon. You lost a customer for life, when you had an empty indoor and outdoor dining area and we compiled with what the waiter said for a groupon per table. So if we wasted gas and drove two cars it would be ok?..... A really stupid way to treat customers that supported you for years and potential new customers. Will make sure all the people we brought to you, know how...

It truly saddens me after dining here nearly 2 Dozen Times that I am posting a negative Review.

We ate here 10/19/21 and sat at a Table of two. We had a Blonde Girl waiting on us likely early 30's. I ordered the Salmon Entree and the Chicken Sandwich.

After much debate - I simply couldn't justify what was brought out to me.

When I kindly explained to her my thoughts on the Sandwich and that we are regulars, I was immediately met with attitude. Immediately her demeanor and tone changed and she became Nasty as if I offended her personally. I would imagine she is family of the Owner. I've never once sent a dish back or asked for it to be taken off my bill.

I own a Large Company and even if the Customer is wrong, I've never once told them NO or tried to Rationalize something regardless of my position.

So after about 30 seconds I was cut off and told;

"I've been down this road before."

The Table was immediately cleared of Food that we had not finished.

Then it was rationalized as the Sandwich was small and the bread was stale and flaking because we asked for it Grilled not Fried.

As a result myself or my friend who has eaten their for 20 years, will not be returning.

I would like to think the owner reads these and as a business owner I am willing to contact the owner if he replies perhaps to rectify...