A restaurant that doesn't believe in hospitality. - Pizzeria Mozza Los Angeles - Buy Reservations
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🤮 1/5 - A restaurant that doesn't believe in hospitality.
By 👻 @David B., 04/09/2024 3:00 am
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My family went to Pizzeria Mozza and had a wonderful dinner. Great Neapolitan pizza. We wanted a sweet ending. That's when the trouble started. My younger son just wanted some vanilla gelato. Our server explained to us that vanilla wasn't one of the choices for gelato flavors. I pointed out that vanilla gelato was served with the apple crisp on the menu. Could we just get that? Our server said the kitchen saves the vanilla for those desserts. I said that we'll buy the apple crisp, but just bring us the gelato and leave the apple crisp. The server said that the kitchen doesn't allow "substitutions or alterations." I asked to bring the apple crisp, but to please keep the gelato on the side. (Kids can be particular.) The server said they'd talk to the kitchen. The dessert came out with the gelato my son wanted, melted all over the apple crisp he didn't want, because putting it on the side would be an unacceptable alteration. Our server apologized, and said the kitchen's policy of "no substitutions / no alterations" was very hostile. They'd complained to the manager about the policy. It's nice that our server advocated for our needs, but the restaurant failed and ruined a lovely evening. The serving staff is knowledgeable and helpful. The food is excellent. The restaurant is far too noisy for pleasant conversation. But what makes this a 1/5 experience is the restaurant's policy around "no substitutions" being taken to an extreme. A business in the hospitality industry should be willing to work very hard to make a little kid happy with his meal. Putting a simple scoop of the vanilla gelato in your freezer into a cup doesn't require much effort. But to Pizzeria Mozza, it's more effort than they're willing to give. P.S. The restaurant responded to my review, but completely misunderstood the problem. They explained that vanilla gelato really is in short supply, but based on my feedback, they'll make more and put it on the menu for others to order. That wasn't where the restaurant erred in being hospitable. The problem for Pizzeria Mozza is that they won't entertain any request from customers about how to modify dishes. I cannot say, "I'd like the apple crisp, but please put the accompanying vanilla gelato on the side." The construction of their apple crisp is so perfect, so much more important than a customer's wishes, that given those instructions, they're going to insist on dumping the ice cream all over the hot apple crisp. I've dined at three-star restaurants around the world, but never have encountered the extreme pretentiousness demonstrated by Pizzeria Mozza. I hope Pizzeria Mozza re-reads my review and fixes their policy of "no substitutions / no alterations." The problem isn't limited vanilla gelato. The problem is limited consideration for a customer's needs.
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