I got together with some family and friends for dinner last night at Terroni, an Italian restaurant in the old Court House on Adelaide Street East in Toronto. The place was hopping, we didn't have to wait for anything. The food was good, quick, the wine was delicious, and moderately priced, the staff was attentive and friendly, we were having a fantastic time. The ambiance was great, nice big hall, funky art on the walls, and they were playing The Cure. We were digging it.
And then a very strange thing happened. A moment after the plates of food were brought to the table, our waitress proceeded to offer the first couple of people freshly grated Parmesan cheese and freshly ground pepper on their pasta. As she made her way down one side of the table, one woman in our dining party asked for cheese for her meal, and the waitress responded with: "I'm sorry but we don't put Parmesan cheese on the pizzas, only on the pastas." Our dining companion was dumbfounded at first, and by the time she had something to say, the waitress was gone. So she told us instead: "But I want Parmesan cheese on my pizza."
Everyone had a comment. Some thought it was rude. I was trying to understand the logic behind the rule: perhaps Terroni was trying differentiate their brand somehow? Maybe they think that their pizza is more authentic without Parmesan cheese on it? Someone else quickly shot this down based on the idea that if we went to Italy and asked for Parmesan cheese, as paying customers, they'd give it to us. So Terroni's strange rule wasn't based on authenticity.
I asked our dining companion if she wanted the cheese now based more on principle or because she just plain wanted it. She explained that she has a child at home who is deathly allergic to all dairy - he can't even come into contact with milk or cheese or he breaks out in a rash. They live in a dairy-free and nut-free household. This is the first time in months they have left the kids with grandparents, and got away to have an adult meal with friends, with the ability to drink wine and eat cheese and not worry about how it will affect her infant at home.
So I got up and spoke to our waitress. I politely said that I understand that you have some rule about the cheese on the pizza, but that we are paying and requesting it. I explained that our friend has a child at home who is allergic to dairy and that this is her only chance to enjoy her pizza and her cheese the way she wants it. Please could they bring the Parmesan cheese and leave it on our table? We would put it on the pizza ourselves and nobody has to know about it. (At this point I was thinking that this is enough talk about the damn cheese that even the waitress would just give in. I can't imagine she thought this was a valuable use of her time. I was wrong). She replied, "I have to go check with the manager." Seriously?
I tried to imagine the conversation they were having:
Waitress: "This table wants to put Parmesan cheese on their pizza."
Manager: "Tell them that it's against our policy."
Waitress: "But they're really insisting. They have an allergic kid at home or something."
Manager: "Who do they think they are? Coming into OUR establishment and disrespecting our rules and systems. Are they the same table that tried to substitute ingredients on their pizza order?"
Waitress: "They have a large number of people, so we're getting automatic gratuity. And they called ahead for a reservation. And they're not being rude about it, they seem like they're trying pretty hard to meet us half way."
Manager: "Mussolini would never let us give in for such a silly, sensitive, left-wing request. Ah boo hoo...I want some more cheese! Barricade the kitchen! Bring me my shiny war boots! And switch the music to Pink Floyd The Wall!!"
The waitress returned to me. She told me they would let us have the cheese this time, but don't expect it again in the future. I'm serious, that's how she spoke to me.
Well you know what Terroni? Don't expect us back in the future. The cheese was a small thing, but you didn't explain your rule, and you didn't seem to want to accommodate our request or our circumstance. You made it a big thing. So don't expect to see any of our group, or our close family and friends, or as many people who might be influenced by what we have to say to them, or write to them on the internet.
If anyone can legitimately explain what the stupid rule is about offering Parmesan cheese for pastas and not pizzas, please explain it in the comments section.
13 comments:
And I like Terroni.
Customer service:
http://snipurl.com/3bph5
/k
there's some crazy no changes/no substitutions rule there. seriously - it's a hot topic of bitching at restaurants. they also won't put cheese on pasta with fish or shellfish.
All i can say is that without an explanation we are all left wanting...what a bizarre approach to a dinner out. I suppose they're willing to lose business over their principle. I think it's cheapness and some nutjob owner who's decided his pizza must taste a certain way - despite pleadings from dairy-less patrons. My sister claimed loudly that she'll be bringing her own cheese if she ever goes back. Plus - at the Queen St. location you can do whatever you want - add cheese and even get balsamic vinegar at your table. And that's not some moral approach to pizza, it's about having a good time. anna
I'm utterly flummoxed by this. It's not like you asked for a special kind of blue flower on top that only grows in the shadows of the north side of the Himalayas near where Batman trained or whatever. You asked for parmesan. Which they were already proffering. It makes no sense, and is really poor customer service. I would actually email the manager about this - you were quite charitable about it all, really - and point out that the request was not a ridiculous one and that they should perhaps be more concerned about keeping customers, instead of losing them. Which is what has now happened. It's retarded. Plain and simple. The customers needn't have explained their rationale for wanting what is a very typical "add-on" at a restaurant - and if the resto was being stingy, they could have rationed the cheese themselves by doing the sprinkling themselves. How is cheese different from me asking for "just balsamic vinegar" instead of oil & vinegar for a salad? Surely only CRAZY people would want JUST VINEGAR? I mean, where does it end? What about extra salt? I can see it now: "The chef thinks you're a fool for wanting to ruin his food by adding extra spices"? I mean, really. Rubbish Terroni! - Mikala
It was me!!! What's especially strange is that I had also asked for hot chillies and they happily brought two large bowls of it and left it on the table. Apparently, you may add hot chillies to anything you'd like, but parmesean is highly coveted. Terroni... schmoni... I'll be eating pizza with parmesean elsewhere.
what an awesome way to start reading this again! maybe the muffin joke could end with 'oh my God they put parmesean on the pizza!'
Talk about bizarre. Stupid rule. Stupid people. It's Parmesan. It's cheese. Why does a restaurant even have rules about cheese?! So confused.
Everyone will be amused to hear that this month's Toronto Life magazine has a short article in the front pages about a customer who asked for cheese at the Queen St. location on a fish pasta and was rebuffed the same way Amita was. It's making the papers. Is that good publicity? I'm confused:)
anna
I have been going there for years now and I have never heard of this, until 2 nights a go. 1st we could not have diet coke - they do not believe in diet anything, no aspartame allowed!! Then I was not allowed to have balsamic vinegar with my olive oil!! They make their own and they don't want customers to change the taste!! Then the cheese incident occurred. I always get the San Georgio pizza and I always put parmesan cheese on it, this time around the waiter told me if anyone gives it to me they will be fired. What kind of arrogant chef is telling people he knows food better then the paying customer? Get off your high horse and give your paying customers what they want! I have been to Italy where the food is way better and we get all the cheese we want!
The waiters need to know that their tips are in jeopardy since they are the front person who has to say no to us.
Brutal rule
Anyone want to try and change this with me?
Anon: Sorry to hear about your crappy dining experience at Terroni. And welcome to the club.
Re: changing the brutal cheese rule - what did you have in mind? /rd
That is kind weird.
Maybe it was for safety, like not mixing pasta and anti-pasta or something..
Anon: you're right. As soon as pancetta, olives, and feta are accidentally mixed with spagetti, there is a huge explosion. It's a good thing Terroni is there to protect us from the dangers of cheese. /rd
Well, despite that we all hate how arrogant they are, they're still doing well... Maybe this cheese incident thing got them even more popular...
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