Carrabas in Willow Grove, PA has the worst customer service I've ever experienced from a restaurant with take out. First, I ordered the steak marsala, zucchini fries and a pizza. When I got home (about 15 minutes later) I opened the food to find the fries were a congealed glob in the middle of the dish. The pizza was burned to the point of being black and flaking off on one side and completely uncooked on the other side. Luckily, my mom's steak was edible.
So I called the restaurant to complain and was told that if I wanted to lodge a complaint, I'd have to call back when the place was less busy or I could hold but "it might be a while". I was kept on hold for 1/2 an hour during which time several staff members answered the phone as if I had just called and then told me to hold again. When a manager finally answered, they weren't remotely apologetic and instead told me that they were busy and if I wanted to come back, they'd try again.
Rather than driving and other 15 minutes back and 15 minutes home before I could eat, they offered me gift certificates. While that should solve the problem, they never sent any gift certificates. This went from being one of my favorite restaurant to a place I will never order from again.
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