Romano's Macaroni Grill

I have been dining at the Brandon, Florida location of Romano's Macaroni Grill for many years and have always enjoyed their excellent service and delicious meals. Recently, I placed an order through Bite Squad for an entree of Steak and potatoes (cooked medium) and Lobster Ravioli. Upon opening box with the steak I was disappointed to find that it was burnt and the inside was cooked very well done instead of medium. I immediately called the restaurant and asked for a manager and was told that he was too busy to come to the phone. I kindly explained the situation to young lady who answered the call and was utterly shocked at her response. In a very rude tone she stated that since I had ordered through Bite Squad, the restaurant holds no responsibility for my order no matter what the issue is. She stated that they were very busy and from now on I should contact Bite Squad and then she hung up on me! I contacted Bite Squad and although they were not at fault my food being overcooked they were extremely apologetic and quickly offered me a refund on the steak. Having managed several restaurants in the past, I understand that mistakes happen and one less than perfect meal isn't a big deal nor will it keep me for dining at Romano's Macaroni Grill in the future. However, the way in which my call was handled by the restaurant emloyee truly concerns me. With the ever growing market of food delivery services I hope that this comment will reach corporate and they will take action in implementing proper training for restaurant employees on how to handle calls like this. The proper way to handle this would have been for the employee to first offer an apology, acknowledge that the mistake was on the part of the restaurant and then explain how refunds/replacements are handled when ordering through a food delivery service. The way these calls are handled directly affects the reputation and return business of the restaurant, not the delivery service, and over time can make or break a company. I would hate to see Romano's Macaroni Grill start to lose business over employees not being trained on proper phone etiquette.

So after I posted my disappointment the other day concerning our experience at Macaroni Grille, I received a nice response from the manager and an apology. Usually this place is fantastic which made it all the more disappointing the other day. I have moved it up to 3 stars instead of one because I truly appreciate the response I received. I'm sure we'll be back again soon.

Lacked atmosphere especially considering it was Valentine's Day. No music unless you count the cook in the kitchen rapping. Food was good. I would suggest dressing the walls & restaurant up with some authentic Italian pieces to give it a realistic Italian vibe.

Absolutely amazing from start to finish .. server jeree I believe her name was was absolutely delightful! Knowledgeable and friendly. The food was incredible delicious flavorful and perfect. Had an amazing experience here. Thank you