Casa Ristorante

Poor Customer Service from their Management. . .

As much as I would like to support a hometown chain, I've continued to be disappointed with Casa even after eating at the different locations at least 8 times over the last few years. The dishes that I have ordered have been mediocre at best. And each time I go, I've been hoping for a good dish. The dishes haven't been really bad. They are just not really good. I've lived in California, NY and DC and I know good food when I have it. I guess for Fort Wayne, it’s a step up from Fazolis.



But the thing that drove me to post this review is the horrible service I received from the manager at the Stellhorn location on an evening in February, 2012. On that evening, my friend and I chose Casa's for dinner.



When we were ordering, the waitress, who was nice, explained that they were all out of bread. She was appropriately apologetic and we appreciated that. I asked her if they had absolutely no bread and she explained that I could order breadsticks, but I would have to buy those.



Hmmmm...... I'm thinking to myself, your restaurant is so cheap, that they can't substitute the breadsticks for the complimentary bread that they normally serve and that their customers expect??????



I reluctantly ordered the breadsticks because I like to always have bread with my Italian food. The waitress served the 2 breadsticks and I found that they are charging $2.99 for just the two breadsticks. After thinking about it for a few minutes, I concluded that this must be a poor decision by an inexperienced waitress and that a manager would surely take care of it if I brought it to her attention.



So I asked to speak to a manager. A lady with short hair came to the table. She didn't smile, she made no inquiry as to if everything is okay. She just came to the table and stared. I asked the manager if they could substitute the breadsticks for the bread that they were out of. She said, no we don't do that. She said that was a decision by the owner. She made no apology; she didn't offer to do anything to compensate for the missing bread. She just stared like she could care less. I wouldn't expect that from a new waitress, let alone a manager!!! I was pretty stunned. Rarely, have I had such bad customer service and never from a manager. Managers are normally trained to try to make every customer satisfied if possible. She made absolutely no effort. On the contrary, she was a bit snippy.



At that point, I quickly concluded that it would be useless to try to point out what a poor customer service position she was taking. I just told her that I would never return to Casa's if that's the way they treat their customers.



So not only, will I never return to Casa's. I will tell everyone I know, at every opportunity, about my experience there. And I will encourage them to take their business to a restaurant that appreciates their customers and understands good customer service. Clearly, Casa's doesn't get it.

This location is my favorite/most visited of the 5 locations.



The atmosphere is nice though a bit noisy, we usually go a little before the dinner rush and ask to sit in the bar, for some reason the wait staff there seems to do a better job. The manager is quite good about visiting the tables and is quick to correct anything that's not excellent.



You must always try the house salad, the small is large enough for 2 people to share, ask for the bread and oil & cheese to dip the bread in. I smother my oil/cheese mix with black pepper just a preference but very good with the salad.



The kitchen is very good about doing a kitchen split on most of the meals, we find that the 7 oz filet split or either of the salmon dishes are plenty for us to eat like this. Of course the pizza & pasta is excellent but was amazed the first time we tried the filets and fish dishes!!!! I usually have a glass of wine and my husband has a margarita.



Oh and don't forget to try the teramasu if you're still hungry!!!



We leave happy and satisfied for about $38 including a 17 -20% tip. Enjoy!!!

Not only is their service great. But the food mmm, so good. I must recommend the house salad, I had the Lasagna it was perfect. My family and I will be back, its a place you and your husband and find romance and great food.

Great food at surprisingly reasonable prices. Don't miss the salad and the fresh bread.