The Old Spaghetti Factory — Restaurant in Rancho Mirage

Arrived to the restaurant at approximately 7:40 p.m. on a Wednesday night, with a closing of 9:00 p.m.. Upon entering we were quickly greeted and seated at the first booth upon entering near the bar area. Once seated, we had our placemats which we're also the menu. We then proceeded to sit there and wait for almost 15 minutes, when my husband looked at the female working near the bar area and she turned to the gentleman working in the bar and asked him "Are you going to take their order?" as she knew we were giving them the look. The gentleman finally came to our table to take our order and as I was telling him what I wanted, he turned around to thank some guests and tell them his schedule for when he is working again this week. He then turned back around and completed the order, granted it was only two of us, so we ordered the lasagna for my hubby and I ordered the mizithra cheese and brown butter noodles. We told him that I wanted a salad and my hubby wanted the minestrone soup. He then walked over to the server entry computer and turned around and asked us again to verify what we ordered. We also asked for water, and for bread as soon as possible. We waited for quite awhile for the water as we were thirsty. When the soup and salad was brought out, we had to remind him to please bring us our water. Then bread was delivered to our table, and we asked again for extra napkins. Then after waiting and eating all the bread, we asked for another bread since the bread was already gone. Our food arrived, and we asked for another bread, which took a while as they had to cook it they said. The food was quite delicious, the minestrone soup was a bit salty for my husband's taste, but the noodles and the lasagna were awesome. Very flavorful, and very filling, although he was a little disappointed that the lasagna was smaller than before. The entire time we were eating the entree, the gentleman behind the bar was talking to two customers at the bar, and once they left he had to check his cell phone and do whatever on it, and then started clean up. We constantly had to flag them down to ask for more bread. The female server would walk by us, but never check on us, or ask how everything was or how we were doing. The male server/bartender, never checked in on us and being that he was right across at the bar, it would have been easy. But, the 2 ladies and 1 guy were all too busy joking around and playing around in the front lobby area where the one person scared the front greeter. Later we had to flag them down as the gentleman and the one lady were talking at the bar and basically ask them to please bring us a to go box and to bring our spumani ice cream. Very poor service, considering they were getting ready to close and we're not busy at all. I get that we were the last customers in the door this evening, but we still deserve service. I was actually going to order some alcoholic beverages, but because I was never checked upon, I never had the opportunity to place those orders. Their loss, as I did leave a third of my normal tip due to me having to constantly engage in getting any service at the table. Kind of a bummer, as I love eating here, and the food is great, but I guess stay away from closing time when management is less present and they are too busy trying to clean up, then take care of what guests they do have. The only time the female server seemed to notice us, is if my husband looked at them and made eye contact or called them or when I took a selfie with the bar area where she and the bartender were. She managed to point out to him and tell him that I took a picture and he didn't care. I will be contacting a manager tomorrow. We typically have great service here and at other places at closing. Not sure why the ball was dropped so bad tonight. 3 stars for the food and 0 for...

UPDATE: Shortly after I posted my 1-star review, Lacey, the woman who came to speak with us at the restaurant, followed up with a phone call to let me know she spoke to the general manager who would refund our order tomorrow. She agreed that it was unacceptable to have waited for our takeout order that long and emphasized that they were short staffed this evening. I expressed to her that I understood, but would have just appreciated a little empathy and management of expectations from the start. She graciously acknowledged and apologized again for the experience. I appreciate Lacey's follow up and genuine concern for the situation. This is what old fashioned customer service looks like. Bumping up this review a couple starts for Lacey's actions and will update once the experience is resolved. I am saddened to see the glory days of OSF are long gone.

We placed an online takeout order en route to the restaurant and waited out the remaining time in the parking lot. The website gave us a pick up time in 20 mins. My husband went in to pick up the order. After 20 mins of waiting in the car waiting for him, r, I went in to see what was taking the order so long. He was told "Five minutes and the order would be ready," but that 5 mins turned into 20 mins. So if you're following the math, it's been 40 mins now for an online takeout order. There didn't seem to be much empathy from the host at the stand.

I asked for a manager because I wanted to request the order just be canceled and a refund issued, much to my husband's dismay as we had already invested time in this wait. We didn't get the manager. Instead another woman came out who told us her manager wasn't back until tomorrow and they were unable to process an online order refund because "that's just how their system works." In this day and age of technology a bit unbelievable, but what else could I do? She then proceeded to tell us again, the food was almost ready and it would be out "shortly." She promised that her manager would contact me tomorrow and could potentially give us coupons for a future visit, etc.

I went back to the car while my husband waited. Another 15 mins had passed and still no sign of food. I went back in and expressed my frustration as we were nearing an hour wait time for this takeout order. It felt like it fell on deaf ears with the hostess at the stand. Finally another woman walked up, Allie, and she went to the kitchen to check on our order. By this time we were past the hour mark and after another 5 mins, she finally came out with our food. Allie did apologize and advised that they were short staffed. While I appreciate this is a true reality in today's restaurant economy, I just wished this was better communicated at the onset. Managing a customer's expectation is huge for me, and if you are up front with a wait time, then it will be a better outcome for both sides. At any rate, we finally left there with our order and a bunch of hangry kids who managed to wait patiently for their meals.

I am hopeful they can make this situation right as good customer service is a dying...

I have eaten at Old Spaghetti Factories all my life from WA to CA, and this is the first time I have ever had a problem with service. Food was perfect as usual, but our waiter was just not attentive. This was our second time to the Rancho Mirage OSF, and we had the same waiter. The first time service was OK with the exception of drink service. This time we were seated after about a 15 minute wait, (even though there were numerous available tables which usually indicates they need more waitstaff). When seated it took awhile to see anyone, but he finally came by and took a drink and appetizer order. Pretty sure they usually drop the yummy sourdough bread at this time but they asked if we wanted any, and of course I said sure! So after awhile he brought the appetizer took the food order, but still no drink from the bar (although he did give us water, and other drinks not from the bar) and still no bread so we asked again and I asked about my drink and my guest asked for sugar and a spoon for her tea. We got our salads and requested bread and my drink and a refill on the tea and sugar and spoon for the tea. The bread did not arrive until after I had finished my salad. When the main courses were served I asked about my drink again and asked for the side of mushroom sauce I ordered, and the side of mushrooms my guest ordered) and at this time we asked for a refill on tea again, along with sugar and a spoon. Finally my drink arrived and another server came with what she said was marsala sauce (which I love, but I wanted mushroom sauce, which she returned with fairly quickly and we asked for the side of mushrooms, which then were delivered and the tea was refilled, and finally our waiter brought us sugar and a spoon after asking again. After dinner we ordered the ice cream and I went to the restroom. When I came back, the table had been somewhat cleared but then the spoons we had were used on the sauces and so no spoons with which to eat the ice cream so we asked for 2 and then got 1, so I stole one from the setup at the table next to us. Really!?! I have been a waiter, so I know this is a tough job, and I like to reward great service, but seriously! How long does it take to put bread and butter and a knife on a board and bring it to the table??? And it wasn't even near busy there, with maybe five or so people at the bar. I crave OSF food, and this building, apparently owned at one time by Bing Crosby (with his star from the Walk of Fame in the entryway), is just gorgeous! But it certainly spoils the experience to have to ask for things several times and...