Frasinetti's Winery & Restaurant

Review: When it comes to celebrating 50 years of marriage one would think the celebration would be one of happiness, unfortunately that was not the case when we decided to make reservations at Frasinetti's winery and restaurant. It began with a party of five directed to a small booth that appeared to be meant for two people instead of five.We were told Dont worry we will put a chair at the end of the table the chair would be blocking the aisle. It was not only disrespectful but also shocking to see their unprofessionalism in handling the situation. After waiting several minutes and making our parents stand in the entryway of the restaurant, we were taken to a back room where we were disturbed by drunken wedding party that was entirely in a different area of the restaurant going in and out and pounding on doors and windows to re-enter. Our son (13 yr old) had to stop in the middle of dinner to open the door and allow the drunks inside, no employee or manager was in sight.My wife and I were so embarrassed as we were trying to make this special occasion memorable for our parents, however the only thing that sticks in our memory is from the time we walked through the door and throughout the dinner we were treated as if we were invisible and less important than the wedding party, keep in mind reservations were made two weeks in advance. Management only comment was we have a wedding today regardless of whatever event, it is important to treat each customer as if they are the only ones in that restaurant, so we thought.When we received our bill, we asked to speak to a manager, we were directed to a young man who treated the situation as if it was an annoyance and referred us to the Owners brother.When my wife shared her great disappointment and embarrassment regarding the lack of tact, attention to customer service and individual needs such as making sure we were ok, to the owners brother, all he could say was he was sorry and offered a bottle of wine in amend to the situation, however by that time the damage was already done in the sense that the excitement of being there and celebrating this special occasion was dampened by the horrible treatment received.We felt like we were pushed to a corner of a back room, where chairs and tables were stored and what appeared to be a back bathroom where people were constantly coming and going.Over all, I would NOT recommend this restaurant to anyone. It was very clear that not every customer is valued and treated with a touch of humanity or respect.No one acknowledged 50years of marriageDesired Settlement: Partial refund of bill would be nice, as part of the experience is not just the product consumed but the customer service involved in the transaction making and integral part of the whole.

Business

Response:

The reservation was initially made for four adults and one child. The table reserved was a booth that four adults comfortably use every day (booths are a favorite of our customers). We had intended to add a chair at the end of the booth (this booth was at the end of the row, the chair would not obstruct traffic) and we did not assume the child was

13 years old and practically full grown.

I responded to their complaint and showed them the area I could seat them in with a larger table. The room had previously been used for wedding ceremony, with chairs only. I had already seated another walk-in party of six there, and they agreed this would be fine and I introduced the waiter (a 20 year employee with us). I said I would place some wine barrels and plants to block off the seating area. I left shortly afterwards to attend a Diabetic Children Charity event. As they were leaving after dinner is when they complained (nothing was said to the waiter prior to this). It was then brought to my brother’s attention and he met with Mrs. [redacted] at the hostess station. My brother stated that he was “hard of hearing” and could they move to quieter area. She rudely stated

“That’s your problem” and would not move! He listened to her complaint and offer to give her a nice bottle of wine to take home for her inconvenience, and she refused, saying

that she wanted to be compensated. When asked what she wanted to be compensated, she continued to state that she wanted to be compensated (not saying what exactly she wanted). At this point, there was no pleasing her. Mrs. [redacted] and her party left. It should be mentioned that nothing was said to the waiter until they were finished with

dinner and it was time to settle the bill.

I am sorry for her disappointment. Our family has been in business for over 117 years and my brother or I or “both” of us are always on site to follow a solid business

format. In conclusion, we feel to be fair, we will refund the amount requested rather than pursuing any outcome that will result with an unhappy customer with our establishment.

If I can be of further assistance, please call me at (916) 383-2444.

Thank You.

Howard Frasinetti

Business

Response:

The reservation was initially made for four adults and one child. The table reserved was a booth that four adults comfortably use every day (booths are a favorite of our customers). We had intended to add a chair at the end of the booth (this booth was at the end of the row, the chair would not obstruct traffic) and we did not assume the child was

13 years old and practically full grown.

I responded to their complaint and showed them the area I could seat them in with a larger table. The room had previously been used for wedding ceremony, with chairs only. I had already seated another walk-in party of six there, and they agreed this would be fine and I introduced the waiter (a 20 year employee with us). I said I would place some wine barrels and plants to block off the seating area. I left shortly afterwards to attend a Diabetic Children Charity event. As they were leaving after dinner is when they complained (nothing was said to the waiter prior to this). It was then brought to my brother’s attention and he met with Mrs. [redacted] at the hostess station. My brother stated that he was “hard of hearing” and could they move to quieter area. She rudely stated

“That’s your problem” and would not move! He listened to her complaint and offer to give her a nice bottle of wine to take home for her inconvenience, and she refused, saying

that she wanted to be compensated. When asked what she wanted to be compensated, she continued to state that she wanted to be compensated (not saying what exactly she wanted). At this point, there was no pleasing her. Mrs. [redacted] and her party left. It should be mentioned that nothing was said to the waiter until they were finished with

dinner and it was time to settle the bill.

I am sorry for her disappointment. Our family has been in business for over 117 years and my brother or I or “both” of us are always on site to follow a solid business

format. In conclusion, we feel to be fair, we will refund the amount requested rather than pursuing any outcome that will result with an unhappy customer with our establishment.

If I can be of further assistance, please call me at (916) 383-2444.

Thank You.

Howard Frasinetti

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,