Italian Delight — Restaurant in Virginia

This incident occurred on 05/19/20. I gave this serious thought for over three months before I decided to create a post to elaborate on my frustrating experience. At the encouragement of family and friends, and a couple of individuals and couples which have also encountered a "not so great experience" at this same restaurant, but for reasons other than my experience, here goes...

I've been frequenting this restaurant since its opening over 15 years ago. The owners, employees and [some] managers know me well and have mentioned to me on more than one occasion how "kind and polite" I have always been. This was even said to me in the mid-morning of 5/23/2023, by the manager on duty, and who had frequently served me when having lunch at this restaurant. As a note, I have always been a very generous tipper - at least 35% - because I was fond of the employees and the service they consistently provided to me during my visits. My visits to Italian Delight was sometimes once or twice a week or five or six times a month.

On this day in question, I arrived and was seated a few moments after 1:00 pm. As I was about to be seated, an individual two booths down from me, which had two children with her, one of her elementary aged children became screaming to the top of his lungs. Not yelling. Not playing. Not laughing. Not crying. S-C-R-E-A-M-I-N-G!!! I thought to myself, "whew, I sure hope this doesn't continue". There were several outbursts over the next fifteen or so moments until my meal finally arrived. I tried to focus on reading news and answering e-mails on my phone. Couldn't focus. Tried thinking about weekend plans. Couldn't think. I physically stood up and looked at the mother with the screaming child, glanced over to the counter and shook my head in frustration at the manager and two employees. One employee looked at me and also shook their head in frustration. I sat back down, foolishly thinking the manager would address the situation, but to no avail. The manager and an employee were talking amongst themselves and did absolutely nothing. As I began eating the second-half of my sandwich another wave of screaming began from this same child. The screaming was ringing in my ears and I was so shaken up that I couldn't hold the sandwich in my hands. I glanced at the manager, who was still oblivious to the uncomfortable atmosphere being created in this small restaurant by ONE child and their unassuming parent. I stood up and only spoke loud enough to be heard by the parent and politely but firmly said, "Ma'am, would you PLEASE control your child?"! Her first words were, "I KNOW you're not talking to me! This is a public restaurant and we have every right to be here." By this time the manager finally got involved, only to insist I sit down or take my lunch to go. The manager then stated, "This family are regulars here and you need to sit down". I then stated that, "I, too, am a regular, and been frequenting this restaurant since it first opened its doors. The manager continued to insist I sit down or leave. I did as she ordered.

As mentioned above, I spoke with a manager on 5/23, who was not present on my previous visit on 5/19. Despite knowing me, my personality and attitude for over 15 years, and commenting to me how, "this was so out of character for you, Steve", and, "no one believed this was you, Steve, until they saw you on surveillance cameras." I suggested that this should be proof of how out of hand the situation had gotten on 5/19.

Finally, I was reprimanded and told I was wrong for speaking up and should have told the manager. Obviously, the manager was not interested in addressing the situation and then humiliated me when I stood up to address it. I re-iterated that had the manager done their job, nothing would have escalated. No one offered me an apology for NOT doing their job. I thought for sure one of the owners would want to speak with me, but obviously I was wrong. Obviously, my comfort and loyal patronage meant nothing. Bottom line, it's all about $$$. Kindness, respect and loyalty...

Since living in Stephens city I’ve ordered from them. I think they have decent food for a good price. However, I ordered a sweet tea with my food like I normally do and it tasted old. I probably should’ve called that day to complain but I figured I would order from them again next week so I would let them know then. I wouldn’t want them to bring a new sweet tea the same day since it was just the drink that was messed up. I called the following week to order lunch, explained the situation & the lady said they were not able to give me a sweet tea. I didn’t argue or complain since it really is just a drink . However, I feel the professional thing to do especially when I’ve been ordering from them since 2018 is to accommodate a loyal customer. I never have complained in the past, no record of lying because I have receipts. I did still order my lunch today for me and my daughter because I’m starving lol. But after today, I realized how cheap they’re to not accommodate a 2 dollar drink. Why continue giving them business? I gave 3 stars because I’m not a Karen and in the past they...

Ordered as a take out because I live 20 miles away. They did not give me all of my order when I called about it I was put on hold for several minutes. She told me she was sorry but they had not even made the sub I ordered. I ask them to just put the diffedence back on my card. Was told they can't do that but they could give me a credit for my next visit. Sorry if you didnt get my offer right why would I be back. The girl said they could deliver it, but I live on the east side of Berryville so I knew that wasn't happening. I drove 20 miles to get a sub that wad smaller than a small I could have gotten at subway. It was greasy and the sauce had made the bun fall apart. I was given my sub without even an apology. The food was not worth the cost or the inconvience. Had I known how the sub was I would have cut my losses for the money and just not driven all the...