Bella Roma Grill — Restaurant in Rome

it is truly sad that in the 21st century we as a society continuously go backward. Yesterday my friends and I were at a local restaurant in Rome, GA to enjoy a meal and each other's company. Upon ordering our food Caitlyn Boston, politely asked the server if she could replace her pizza with something else as the food she received was not to her liking. She was not seeking a free meal or "handouts" she would have gladly paid for both of her orders she just wanted something different. The manager of this establishment came over and said it was no problem and he could replace her food with a lasagna for no charge, since she didn't ask for it to be replaced with no charge she was happy and thanked the gentleman for doing this. She received her replacement item just like any patron and started eating it, upon mixing up her food she found a hair in it. So she flagged the server's attention and told her what she had found and she said she would get her manager, the same young man from before. She was expecting her problems to be heard and addressed professionally, but she was met with a hostile response almost immediately. The manager crouched down and asked her where the hair was in her food and she showed him, not seeing it at first he looked more closely. He said that the hair could not have come from their kitchen staff because no one in their kitchen has "that kind of hair" he also asked how is there food on top of the meal she already started eating. She said she did not know however she just wanted to bring this to their attention. I am not sure of the job description of the next young lady who came to the table she also said that no one in their kitchen staff has "this kind of hair" and then picked up the hair and said "Ma'am this hair is synthetic." she did not need to say the word synthetic because that and in the circumstance she used it was a microaggression. Caitlyn took offense to this obviously and things escalated from there. The brown-haired young lady who came to the table second did not have an attitude suited for customer service. Caitlyn said to the lady we just want to pay for our food so that we can leave the lady took her money so that she could ring her up. I noticed you said you have video evidence, I hope that same video evidence shows that this young lady went over to individuals in the restaurant to talk about the situation whilst throwing sharp and looking at Caitlyn. As a former customer service employee myself I understand that conflicts between the employee and customer can arise but it is important to approach the customer with a kind attitude, to begin with. However, this young lady did not do this. The 3 young adults called their parents, their dad was a police officer who was on patrol. When you get a call from your child crying hysterically you want to drop everything to make sure they are okay. If you have children then you would understand that as well. No one side is innocent. But the brown-haired young lady who is an employee there decided to approach us having an attitude and using a slew of microaggressions, which is discrimination. It is sad that in this day and age people who look like us have to record our interactions like this to be taken seriously. We have no reason to lie, we all had our own money and paid, and we weren't asking for handouts. It did not have to go the way it did, but once Caitlyn felt like she was being disrespected of course she took up for herself. The young lady who was our specific server was a very personable lady, whom we complimented because of how nice she was. You know she was not complaining about her or had any issues with her. I respect all people and understand that this is your livelihood, their family owns a small business as well and would never disrespect or do anything to mess with a server. The young lady with the brunette hair that you employed might've had a bad day, but the way that she approached and treated these people was not right. She has some sort of hatred in her heart, and I hope that one day she can...

Went to this place today after Church with the Church for our fellowship meal afterward. I will say that for the most part it was a mediocre experience as far as service, and food quality. But, I must let you know that at the end of the meal, I was totally perturbed and shouldn't have been, but I was. Why, you ask? Because we had a party of roughly 25 people gather at the restaurant for our fellowship meal. We chose to have each family pay for their meals individually instead of having everything put on one long bill. When we all got our receipts for our meals, everyone in our group was shocked that the restaurant had added an 18% Gratuity charge to each persons ticket!!! I called for the manager on duty and she came to the table with a menu in her hand and when I explained the issue I have with the restaurant telling me what I am going to pay for the service experience I had, she showed me the back of the menu where at the very lowest place on the back of the menu it shows in extra fine print (I had to get my reading glasses out just to read it), that the restaurant will place an 18% Gratuity charge on your ticket for parties of 8 or more people per table. I explained to the manager on duty that my wife and I were the only two people on our ticket and at the table so I therefore asked her to remove the gratuity charge because I had already pulled a $20.00 bill from my wallet to hand personally to the waitress that provided our service. When the manager vehemently and absolutely refused to listen to reason, and refused in like manner to remove the gratuity charge from our ticket, I kindly explained that that was fine, because she chose not to remove the fraudulent charge from our tickets, we will not be visiting this establishment any more, nor would I be recommending this establishment to anyone I meet, and as a side note, she just caused her waitress to lose $20.00 (more in total from all involved) simply so the restaurant can make $6.83 in a fraudulent gratuity charge. So, you, Bella Roma, while we used to frequent your establishment on a pretty regular basis and haven't had any issues what-so-ever, because you chose today to rob the waitress of the funds rightfully due her and her alone, by fraudulently charging your customers a very unnecessary charge on their bill, and by refusing to remove it, you have also lost a long time, frequent visiting customer of yours; and too, thereby have lost any type of free word of mouth advertising that we would have given you!!! And out of the other disgusted reviews I've read on here, you seem to keep on continuously repeating in your replies to the negative comments that the customers should have contacted a manager on duty while they were still at the restaurant and whatever issue the customer(s) had would have been resolved; seems to me to be a complete lie, because if you really wanted to maintain your reputation as an upstanding and honest restaurant, you would still make good on that claim and do the right thing for each negative review; but all you can seem to say is that we should have contacted the manager while we where there at your establishment; and mind you good sirs, this is exactly what we did and the results were far from anywhere near satisfactory!!! Have a Good Day, and learn to do business correctly and right by your loyal...

My food was well, however the experience was something that I will never forget. My girlfriend and siblings were eating dinner on February 22, 2024. My girlfriend and sister both had pizza in which they didn’t like. My sister informed our waitress and she informed the manager, our waitress was not involved in this situation, she was nice and had nothing to do with the situation. The problem came in where my sister received a lasagna instead in which had a hair in it a Dark/black long piece of hair in it. My sister who was sitting across from me then said there was a hair in it and we reported it again. The manager came back upset disregarding the hair until I stuck my fingers in the food to pick it back up. Words as quoted completely from the manager “how is there a piece of hair in food that you’ve Already started eating”. He had a very different demeanor in his tone of voice and it was very triggering for my sister. She responded with the same tone to the manager as did I. There was another woman involved who was an employee in which made the altercation go from bad to worse. She was walking around tables saying stuff to other people about the situation giving my sister dirty looks in the process. The police was threatened to be called, my sister then called my dad, who is and had been an officer for more than 15 years. The manager came back and explained to my dad what was going on and was saying that it was ridiculous, and they had never had to deal with this before. My sister was crying at this point. We all had money everybody else had paid at the point, so we didn’t need “free food” we wouldn’t be hard up for food anyways. Continuing with the story, the female employee said there is no one in our kitchen who has this type of hair, we asked what she meant by that and then she proceeded to say “this is synthetic”. My sister and girlfriend both had braids, my girlfriends hair was brownish blonde and my sisters was black. WEAVE AND SYNTHETIC HAIR ARE 2 COMPLETELY DIFFERENT THINGS. The hair used in my sister braids is 100% real and came from the sisters salon’s and in west Rome, and came be completely proven. My mom comes in and speaks to the table that the rude female employee was speaking to and she spoke to the also because they are Rome chamber members. My mom says “ and whoever said that the hair was synthetic you’re wrong and you’re racist” the rude female employee says “I said it”. And the situation escalated from there. There were cameras in the restaurant and there is video footage of us celebrating this and that as stated by the restaurant owner in a former review reply. If there is footage of that, then there is footage that proves my sister didn’t put any hair in any food as that was clearly implied multiple times by the manager and the rude female employee, and there is video footage that proves who handled the lasagna that had the hair in it. Even when we were walking out she makes an ugly face and points to my sisters hair behind her back. It is very disgusting to use immigration as a justification for ignorance and racism. Y’all don’t tolerate that kind of behavior and neither do we. As an African American I am disgusted, disappointed and hurt because of that experience. AGAIN THANKS TO OUR WAITRESS THAT WAS NICE TO US AS WE NEVER...