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When I think of Bistro’s I think of little shops that have great customer service, beautiful vintage décor and perhaps the most important, clean, simple, unpretentious, delicious food. Immediato’s Italian Specialties is perhaps anything but-only highlighting the décor as an appealing feature. My family and I moved to Middletown, DE a few months ago and though we have many relatives that have lived in the area for 10 plus years NONE of them had ever eaten here. This should have been my first sign as we are all lovers of delicious food, especially when we ourselves do not have to slave over a hot stove making. Still I decided that perhaps I would give it a try. My first experience was with their desserts and they really did impress me with their tasty little treats and their wonderful customer service skills. I purchased a platter and a few other items from their menu for a birthday party and it was perfect.
During this encounter I remember speaking with a male staff member asking him about the business side of things, as there didn’t seem to be many tables being occupied. He mentioned that they did not receive a great deal of business but particularly blamed it on the hoards of residents that leave for the beaches come Friday-I would have to agree and say his explanation was justified. Little did I know that perhaps that might not have been the entire extend as to why business was rather slow that day?
So with a very happy recollection of their desserts and a hearty appetite for something hearty and Italian I ventured to this little Bistro for dinner one night..tonight to be exact. When we walked in I again took note of the lack of diners and this time I wondered why; it was prime dinner time on a week day. Our waitress sat us down and took our drink orders. As I looked over the menu I began to notice a few things…they had quite the menu for a bistro that seemed a bit pricy for what I thought they were aiming for. Still I my eyes and stomach grew big when I saw they mad mussels in white sauce and pasta, which is what I got. My little one being only 5 and loving anything that resembles ketchup got the spaghetti and meatballs on the kids menu.
Let me start with my daughters meal: Yes many do underplay the spices in their food when it comes to appealing to the pallets of children but when my child is asking to add salt to a meal Huston we have a problem. I tasted the spaghetti and meatballs and I have to say I think Chef Boyardee tasted more flavorful. Runny, unseasoned and mushy would be the three words I would use to describe that meal. I did not force my daughter to take another bite and would question just how many parents have the same experience and chalked it up to their kids being finicky eaters. The thing that we tend to forget is that children are pretty honest and not too picky when hungry, so if my daughter’s typical go to for dinner is not cutting it then I have to look at the most logical conclusion; the meal was not good.
Now that we have discussed the more appetizing of the two meals let us move on to my main dish. Let me start by stating that I LOVE mussels. Almost 4 years ago I braved the ocean of shelled food and ventured into what I think is perhaps my favorite seafood item to order. I love mussels in all kinds of sauces and believe that I know what the texture, taste and smell of good, fresh mussels are like. I would question the validity and source of these mussels if I was told they were fresh and would not be surprised at all if they were not or if they were made in batches and sat around under a hot warmer. These mussels were dry, over cooked, and tasted more like cottage cheese when eaten. The sauce was nothing but a sorry excuse for melted butter that did nothing but add extra grease to this already unsavory dish and served under a bed of pasta that I know had not only been sitting out but were stuck together and simply put on the plate. I ate 3 mussels before I asked the waitress to take it back and refire again.
If it had been a simple matter of taste or wanting to experiment with a new dish, I would not have asked for the same meal but I did—I was in the mood for fresh mussels with past and white sauce. She took back my plate and I wait, and waited, and waited, hoping this was an indication that my meal was being cooked correctly; I was wrong, dead wrong.
I the first mussel I ate had the same effect, or lack thereof from the first batch and the disgust did not stop there. The second mussel I placed in my mouth came right back out as it was COLD, and I do not mean, warm or even semi lukewarm; it was the kind of cold that one wonders if these mussels were actually bought fresh and if so, how long were sitting around for before they got cooked. Sadly, the pasta and it’s butter drenched sauce was just as poor and though my daughter did nosh on a few bites she just as quickly stopped.
I told the waitress I had no problem paying for my child’s meal, our drinks and even the pasta underneath the mussels but that I was not going to pay for my seafood. She seemed to comply, apologized and when away to get the bill. I gave my card when the waitress (I did forget that I had two separate waitresses tending to our table on different moments throughout the meal) without looking at the bill because I wanted to hurry and get out of there as quickly as possible. To my surprise when it was time to sign the bill it was almost at $30; for a kids meal and two non alcoholic drinks…I think not. I walked up the counter and asked the waitress if she could explain my bill and she called the other one over. Between the two of them I got this answer; “they didn’t charge you for the first order but for the second one as that was about $30 dollars of mussels we wasted”, and of course “the cook tasted your first meal and said it tasted fine”.
Ok, STOP…when have you ever been to a local restaurant that not only told you that it was your fault that they were wasting money on mussels but also had the gonads to let you believe you were NOT getting charged for a meal you did not eat and then to try and SLIP it by you; which is EXACTLLY what this staff was doing! I have never been so baffled and felt so angered as I had before with ANY restaurant or staff. This is where I get into the customer service and their egregious handling of customers.
First to the two waitresses who served us: If there were two of you and barley any customers in your restaurant, why is that it was only when I motioned for you over did you come. Why is that when I know you saw me spit my cold mussel out (I know b/c we made eye contact) did you not come over. Never to ask how our meals were, if you could get us anything else…anything? When I handed you a basket that had only the crust of the bread did you not take it away? Rather you placed it on my already small and over occupied table. Additionally not once did you offer a sympatric word for my food, or offer to bring a manger or owner or the bus boy for that matter to discuss my food and when it came time to explain the check you could have been a brick wall with you lack of explanation. As someone who has waited tables before I thought back to my days and wondered if I was like you two, NOPE I was nothing like you even on my bad days...but don’t worry your lack of substantial tip reflected your lack of substantial care.
Next to the unknown cook who I would never call a chef; do you not take pride in your food or did you know that if you came to me face to face trying to defend that meal that you would burst out in laughter listening to just how absurd you sound? I have had food cooked for me from the likes of all kinds of people; home cooks, restaurant cooks, self taught and those who have been students are renounced institutes like the CIA and I guarantee you one thing there is nothing more insulting to them than someone unjustly judging their food…they my dear cook would have at least had the decency and ownership of their food to come out and face their accuser. I am not to be as so bold as to call myself a well versed cook much less a chef but neither should you my friend; this is not an attempt at a low blow but a simple observation.
Lastly, to the owners, staff, and cooks at this establishment, I wish you success in the future and hope that perhaps I was one of the few customers who may be caught you on an off night. I could even disregard your lack of quality food or your lack of customer care if one made up for the other but the combination of the two was something I will not take sitting down (this is the pride and ownership in having knowing that your food was that terrible). I will not recommend this restaurant to anyone nor would I ever come back; even for your delicious desserts. I will not sit quietly as you took my hard earned $30 dollars and left both myself and my daughter’s stomach empty. What I am most disgusted about is your lack of care for me the customer and your utter disregard for how I expected my food to taste; you may think you are only losing one customer but locals like me are the bread and butter for places like yours and I hope that you will remember that.
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Farah
08/04/2011 | | Food |
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