R Grotto Ristorante — Restaurant in Ottawa

We called and placed a pick up order. We were told 25 minutes. Waited a total of 40 for our food. Bartender went to the back a few times and finally after being inside for 15 minutes tells us that they’re wrapping it up. It’ll be less than 5 minutes. 10-15 minutes later she came back out from the back and didn’t say anything so I asked where our food was. She says it’s coming I promise. I asked when. Then I get the snotty reply of we have deliveries, phone orders, and a lot of people in the restaurant. When a customer is told 25 minutes and is waiting 40 with literally no communication unless the customer asks where their food is, and then gets clearly annoyed replies, there’s a problem. Not to mention we asked to pay after waiting about 10 min, and then waited until the food actually came out for my boyfriend to get his card back.

The other bartender comes out and tells us whatever we paid so far is fine. Seemed like she just wanted us to get out of there... but she did apologize for the wait. I honestly think our order wasn’t even put in until we got there. And the annoyed bartender made it an overall bad experience.

I was going to leave 3 stars... since the food was really good, until my son told me his meatball tasted weird, and I walked over to see it wasn’t even cooked in the middle. It was pink. I promptly called to let them know, and a younger girl answered and seemed concerned and put me on hold. After a minute I got what seemed to be an annoyed “how can I help you” from someone else. I told them what happened and they asked what they could do. Asked if I wanted them to remake the order. I said yes but that it would need to be delivered since I was not leaving my house again in the terrible weather. They said they’d have it out, and I said I would send back the uncooked meatballs, to which I got a sarcastic “thanks”.

You probably shouldn’t be working in the customer service industry if you’re going to get annoyed when your customers get upset for their food taking 40 min when they were told 25, and when they get uncooked food.

It’s not the customers fault when the restaurant screws up. So you shouldn’t act as if it is.

Only reason I’m even giving two stars is because the other food that was...

The last time my boyfriend and I ordered from here we accidentally placed the order as a pickup online BEFORE midnight when they close. When we called to change it to delivery, they acted like they did not have my order and proceeded to ask for my name several times to waste time so we couldn’t get service. They then intentionally left me on hold on the phone until EXACTLY midnight to tell me they won’t deliver the SINGLE ORDER OF WINGS that we ordered. Also, I live 5 minutes away. We then had to drive to the restaurant to pick the food up because they refused to give us a $7 refund. We were offered nothing in return for the terrible customer service (not that that’s the point but typically a restaurant would offer something in return). We enjoyed the wings though past 12am and decided to give them another chance and order again last night. We called this time to avoid any mistakes like the first time and specifically told them to tell the delivery driver NOT TO KNOCK ON THE DOOR AND TO JUST CALL DUE TO THE FACT people in the house were sleeping and it was almost 11pm. The delivery driver gets to the house and BANGS on the door to the point everyone in the 4 story house woke up scared because of the extent of the pounding on the door. It sounded like he was trying to break the door down. The food also had coagulated fat all over the containers like it had been tossed around the car of the delivery driver. The food sucked. It was overpriced for how terrible the quality was and it’s safe to say we will never be ordering from here again. How hard is it to follow simple...

I was visiting from out of town for a family reunion. I ordered food to take back to our hotel room and ended up with an oily mess in my car, on my clothes, and all over the table at the hotel. I ordered the Spaghetti Aglio e Olio and Stuffed Shrimp. While I understand the first dish is pasta with olive oil, I certainly wasn't expecting it to be swimming oil. I also would have expected better packaging. The packaging was way too small for the amount of food they tried to pack in. The foil bowl crimped around the plastic lid wasn't enough to hold in the oil and sauce. The containers were stacked and put into a large paper sleeve (like you might put a pizza in) and I set them carefully on the seat next to me. By the time I arrived back at the hotel, oil and sauce had oozed out of the packaging and was pooled on the seat, dripped all over the center counsel of the car while I was lifting it out, all down my front while I was carrying it, ruining my shirt and pants, and made a big mess in the hotel room.

The food itself was ok, but the experience was upsetting. We also did not receive any napkins or plasticware so had to rummage around the hotel breakfast area to find some. I emailed the business suggesting they need to find better packaging, but did not receive a reply. I would not suggest getting anything with sauce to go from this company until they figure out how to package...