I do find it interesting how different branches of the same chain can, despite similar decor and identical menus, be such different dining experiences.
Bella Italia is one such beast, where I’ve had such diverse experiences at different branches. We usually go to Bella Italia at Cribbs Causeway and have had many lovely meals there. A recent experience at the branch at Cabot Circus was not as good. I should be clear that it wasn’t a horrible experience, just not as good I expected based on my experiences at the Cribbs branch.
So what was so different?
Well the first thing was the quality of the service, it was just okay, but I we didn’t feel the warmth of the welcome we’ve had elsewhere. I think part of the issue was that the place was really busy and the staff were pretty much rushed off their feet. That was another aspect that I felt was markedly different, was the atmosphere, the place was pretty much full and as a result felt very rushed and busy. However it doesn’t always have to be that way, eating at the Coal Grill and Bar the other day, which was in many ways just as busy, it didn’t feel busy and we didn’t feel rushed. The staff appeared to be calm and smiling, making us feel welcome, all of which added to a much better dining experience.
After observing an argument in the open kitchen between the head chef and I assume the branch manager in full view of the eating customers, I did wonder whether there was a staffing issue that wasn’t been resolved?
As you might expect with a full restaurant it took a little while for the food to appear, but I was disappointed that my son’s meal was delayed so he had to wait. True it was only about five minutes, but still… The reason it was delayed, and as I could see the kitchen and the service counter, was that his plate of food was served up with ours, but one of the waiting staff took it away and delivered it to another table. As a result the chef had to cook a fresh dish.
What about the food?
Well the Quattro Stagoni Pizza we shared was very nice, good quality pizza base, nice sauce, not too much cheese and generous toppings, well not too little and not too much, just right.
My two eldest children enjoyed their pasta dishes, though my youngest was disappointed with her pizza. She had ordered from the child’s menu, so we knew it wouldn’t be a huge pizza. However when it arrived it was really quite small, 7” probably in diameter. Having had the same menu item at Cribbs, this was very different, they had much larger children’s pizza. Ah well, different branch, maybe a new menu, cutting costs and all that.
We were asked if everything was okay, and at that time it was, so we said yes. What changed was the family at the table next to us some time later, received their children’s pizzas and they were at least 11” in diameter! We checked with the family, and yes they had ordered children’s pizza.
When we did get the bill, we did query this, and I have to give Bella Italia their credit that they did agree with us that this wasn’t right, as a result they reduced the bill and gave us a 1/3 off voucher for a future visit. I still though question the kitchen management and portion control that resulted in us receiving a pizza which was too small (and as it happens with the other family receiving pizzas which were too big).
Overall it wasn’t a bad experience, but on reflection I don’t think we will go again to that branch, I do expect that we will probably go to the Cribbs branch though.