With 10 years of history, 9 locations throughout the GTA, and a decent website (at ilfornello.com), so I thought Il Fornello was a well managed restaurant chain. WRONG!
I went to their Richmond Hill location yesterday (Saturday) for their weekend buffet brunch. And although their published hours start at 11:30 AM, their door was locked as of 11:35 AM. Fine, it’s only 5 minutes, so I went to the nearby Chapters/Indigo for a quick browse. Not really that nearby, had to drive a block away. And when I turned around their corners, I could clearly see staffers inside, probably preparing for the opening.
I returned at 11:55 AM, and guess what? The door was still locked! Now you may think they have not updated their hours on their corporate website, and they actually open at noon instead. NO! I called on Friday and specifically asked for their weekend buffet brunch AND confirmed when it started (at 11:30 AM). After all, it’s BRUNCH, which means breakfast + lunch.
I didn’t have their phone number at hand, so I went back home (fortunately, it’s only 5 minutes away), and got it from the web. Called them, and was told they were opened A COUPLE OF MINUTES AGO.
Whether I still went there, or if their food is good is not the question here. Their management sucks. I don’t blame the kitchen staff who were late in preparing the food for the brunch, I won’t even blame the other waiters who showed up late. It’s the MANAGER‘s fault. HE (or she) should be reprimanded. If a restaurant cannot even open its door for a weekend brunch at noon (i.e. more than half an hour late), they better cancel that for good. And if the corporate head office was not able to maintain a high level of service quality, they should rethink operating at so many locations.
By the way, this is probably NOT an isolated incident, because when I called, there was no apology, and that staffer sounded like it’s no big deal. ;p
