F. Ottomanelli Burgers and Belgian Fries — Restaurant in New York

UPDATE JAN 9TH: It's been over 2 weeks, never received the refund they promised of the meal I couldn't eat due to severe allergies. I hear it's delicious food but such a pity they lack integrity and have poor customer service.

ORIGINAL: I don't usually post reviews but I was extremely disappointed with the customer service here. I have heard great things about the food here and decided to order pick-up for lunch at my brother's. I don't mind that parking wasn't the best as you will need to pay for meter parking as I was able to find a spot within a reasonable time.

I placed my order at 1:40pm (as shown in my email order receipt) and the pickup time is 2:10pm. I arrived at 2:15pm and had to wait until after 2:30pm to receive my order. Mind you, the place had one seated customer and two people that came in and out while I was standing there.

In the order, there were specifications of wants and needs for each burger, as seen in photo. The one marked '2' was mine. I have serious allergies with dairy and of course, ordered the 'hamburger.' You can already guess where this is going... Upon arrival to my brother's, my 'hamburger' was now a 'CHEESEburger.' If I was able to peel the cheese off, I would let it go but the cheese was melted on to the burger. Not as big of a deal, but my brother's burger, marked '3' had avocado when my order was the only one and he has a mild case of allergies towards it.

I called to ask if someone could deliver the replacement burger and they asked me to order it again on Seamless/GrubHub without offering a refund. They did not provide recompense for their mistake. With trying to find a resolution to the problem, they hung up on me two-three times.

The Hispanic girl as the cashier was most likely the one who picked up the phone as it's somewhat of a mom and pop shop, and was snickering in the background of the phone, complaining about me complaining when THEY were the one in the wrong. After a few calls, they finally offered a full refund for the two mistaken orders. I would have been happy with just a refund for my burger as it was not and cannot be consumed. The girl was extremely rude with her attitude and lack of customer service. For a girl with no professionalism, I'll give her credit she tried to keep her cool. She confirmed that the owner would refund the whole order and it would show up in my account 3-5 business days. It has been a solid week, needless to say, nothing in my account.

I don't feel like speaking with rude people who don't know how to provide good customer service. I rather leave a poor review (and I don't post reviews unless totally moved to, positively or negatively) than to call back. If all is mended, I will retract this review but seriously, I have never dealt with such unprofessional and rude business owners before and am so disappointed to see that in a mom and pop shop.

I gave 3 stars for food and atmosphere as my brother and his wife enjoyed the burger for what it was. I personally love mom and pop shops and always support them but unfortunately, not this one until they reconcile their wrong.

Added note: They're lucky I didn't eat it and end up in the hospital where they may be sued for their negligence. That's how serious it could have been and they would have ended up in a...

Was curious about this place as I drove by on my way to try Donovan's pub for the first time. Made a mental note for next time as it had a cool, old school looking quality butcher vibe look. Next time came around and found myself here on Saturday night with my partner at 8:30pm. As soon as we walked in the server was cleaning the tables and told us they close at 9, even though the hours on Google state they close at 10, not a good start. We didn't want to take it home and end up with soggy burgers and fries, so we figured 30 minutes was enough time to consume our food so we ordered to eat in. We ordered the truffle Parmesan fries, jam burger with bacon, and a double butcher burger with cheddar cheese. Order arrived to the table in about 10 minutes, but they forgot the bacon on my partners Jam burger and they also forgot the truffle fries. We let the server know, and they brought out both items within 5 minutes. Now to the good part, my butcher burger was fantastic! I ordered mine medium rare and it was perfect! The patties were juicy and tasty and the lettuce and tomato were fresh, accompanied by 2 slices of cheddar cheese. I couldn't really taste the sauce it comes with, and would've preferred more bacon, but the burger was still on point and delicious. Had a bite of the jam burger and that too was delicious, my partners only complaint was he wished he ordered a double like me! The fries were big, thick cut steak fries and were very good, a little oily at the end, but they're french fries, what do you expect, haha! Although we had service issues, everything was corrected immediately, and the food was outstanding. I was reading some of the yelp reviews, and someone stated they've been coming here for years, but yet left a 2 star review because they didn't get enough fries the last time they came in. That's ridiculous to me, they've been coming here for years and the only review that was left was because of a bad experience the one time you came?? Not fair, small business aren't run by robots, everybody has an off day, you shouldn't bash a place the one time something goes wrong. I would suggest however they get their hours updated on Google, as I'd hate to be the poor customer that looks up those hours and tries to make a burger run after 9pm here. We'll definitely be back, I want to try the $18.99 steak special as the butcher counter was behind our table and the steaks in the display case looked...

Shame that this place just can’t provide consistency, and now new horrid fries are the last straw.

I don’t think I’ve ever had a fully accurate order, either pick up or delivery. Something is always missing or made wrong. We dealt with the poor service because the food was always outstanding. Lately the food quality is subpar.

Recently received burgers that were totally raw past the thin outside char. (In fairness, the order was refunded but still a frustrating experience)

The fries have been changed. Instead of authentic Belgium fries, it’s a terrible quality shoe string now, and in the past handful of times we’ve ordered every last fry order was overcooked and crisp to near inedibleness. Maybe it’s still ok with their homemade dips, but since they frequently forget to put them in the bag, it’s just an expensive disappointment.

And the sauce price has gone up so much, the constantly forgetting to include the ones you paid for is just not acceptable. When it was .50 oh well, they were busy. But now at almost $3 if you use an app, it’s insanity to not receive them consistently.

Would like to come back in the future if there’s an improvement to food quality and service. But it will be a while before we are...