Ristorante Italia

We have always enjoyed ordering here, there have never been any problems and it has always been tasty. However, there was a situation with the last order where I simply cannot understand the behavior! Among other things, we ordered a gluten-free Spaghetti Bolognese, which we selected and ordered online under the “Gluten-free Pasta and Pizza” section. This was never a problem and was always done correctly. Not this time, we were delivered a normal, gluten-containing spaghetti Bolognese. It's not a bad thing, mistakes can happen, I completely understand that. Then called them to clarify the situation and get the right, gluten-free dish. On the phone I first met a nice lady who accepted my problem. When she then put the phone down for a moment to talk to a colleague about the incorrect order, things became outrageous... Since everyone could hear everything, I could hear that the colleague was now blaming us for ordering incorrectly and choosing the pasta from the wrong category. (This was not true! I compared the prices on my online receipt with the prices on the website and I ordered the correct gluten free spagetti bolognese). The colleague then came to the phone himself with a passive aggressive tone and wanted to make it clear to me personally that I as a customer had made the mistake and that I should have added “gluten-free” as a “note”. I didn't understand that, the way I had always ordered was always correct and now suddenly it wasn't anymore, even though I did it the way I always did... I pointed out that their website was apparently incorrect, as both the gluten-containing and gluten-free versions were called "Spaghetti Bolognese". So you can't tell them apart except for the price... The colleague apparently put down the phone and spoke to his colleagues in a totally annoyed tone: “What kind of people do I have to discuss here!” I'm a completely normal customer who just wants to get what he pays for, even though in this case you have to pay an extra €1.40 for gluten-free dishes! That's all I wanted and I don't understand why I'm now being attacked as a person... The end of the story was that we still got the correct gluten-free version of the spaghetti. The driver also apologized and acknowledged the mistake. In my opinion, I assess the situation in such a way that it is absolutely human to make mistakes and they can happen, no question about it! But why don't you just see that it wasn't the customer's fault, but simply your own?! I also work in service, giving the customer the feeling that you are simply incompetent is simply a real no go! So, in my opinion, absolute misconduct on the part of my colleague! I won't be ordering there anymore now that I know how I'm treated as a regular customer! There were similar situations with the competition, but they didn't blame me as a customer! Like I said, it's not like there isn't another pizza place in the area... I won't let anyone treat me like that! P.S. I was so stupid that I left a €2 tip when I ordered... I at least hope the friendly driver got it!

Regardless of whether it's gluten-free or not, the food is delicious and the service staff is super friendly and very patient with children.