Yesterday me and my friends had one of our worst experiences in a restaurant ever.
Everything was fine until the bill has arrived. We had noticed we were charged for some food we hadn't ordered. When we asked for an explanation we were told that we had actually asked for that food. It was obvious that there was a simple confusion. The waiter (the short guy) thought we had ordered some food (the wild boar) while my friends had actually ordered the ravioli with wild boar. This waiter misunderstood or misremembered our actual order and brought the expensive plate that contained wild boar but with a different type of pasta. This plate was much more expensive (instead of 9, 21 pounds). When this plate arrived we couldn't tell the difference, as neither of us has ever eaten it before and neither of us was Italian, unfortunately.
The waiter that served us refused to come to the table and take responsibility. They initially sent another waiter to explain to us that it us our fault, we should have realised that another food was delivered and that we should pay for this one anyway. But this waiter in fairness said it wasn't his fault and this was what he had been sent to say to us.
Then we asked to see the chef. He came to our table and he ruthlessly insulted us personally. Although he seemed to recognise the confusion he was furious that we didn't distinguish between the plates. He said: "If you don't know what you eat, why do you even bother to come here? How can a person not distinguish between this and that pasta? You should never come here again!". He kept interrupting my friend, shouting at her and he was not at all interested in her complaint.
We are really sorry, dear Chef, that we are too stupid to know the difference between different Italian foods from the south! We should have known better and carefully consult all Italian foods before eating there. We sincerely didn't know that was a precondition.
But it is also our right to have complained. And maybe you should invest some money in staff training. Maybe that waiter is in your family, but he still needs some training. He didn't know how to explain the difference between the foods and he was very confused. Also, waiters should take the responsibility for their mistakes and face us instead of hiding in the back without daring to confront us.
This is how I think the confusion occurred:
The waiter (that initially took our order) was explaining, when he was asked by my friend what the ravioli was and if the meat came inside them, how distinguished Italian food was and how different it was from British food. By being distracted, he simply forgot or didn't listen to what we actually ordered (of course they never write down what you order).
It was a simple mistake, I agree. But the only thing that needed to happen was for this waiter to come, confront us and apologize. We would have kindly agreed to pay. Instead he sent his family, the big boss, to insult us and defend him as if he was a little child.
The chef, on the other hand, was totally unprofessional and very base as a human being. Not only he insulted us, but he confused us with other people that apparently didn't want to pay for bottles of wine and desserts before!
We are happy to know what kind of degrading people run that restaurant. I'm sorry for the nice women waitresses that are really professional and nice. I also regret I brought them so many clients and that I have recommended it to so many friends as a good place with nice service and humane people. I have to correct and retract that statement, with deep regret.
We have 29 reviews of Vito's.