Its with a very heavy heart that I write this review. - Wally's Santa Monica - Buy Reservations
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🤮 1/5 - Its with a very heavy heart that I write this review.
By 👻 @Melissa A., 04/02/2022 3:00 am
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Wally's Santa Monica used to be our favorite restaurant in Los Angeles. It served as a refuge where we could forget about the stress of Covid-19. In the last two years we've made close friends with many staff members including the previous GM, Mina. For years when we walked through the doors, we were greeted by hosts and seen not only as patrons, but as family. Unfortunately a change in management has forced many staff to leave and with that change came a new GM, Fabrizio Nocilla.This Friday April 1st at 3:00 my husband, my office manager, my nine year old son and I went in to have an early dinner and unwind from a hectic work week at my medical office nearby. We took a table in the front of the restaurant and were greeted by a nice server who we never met before. In fact, despite the poor service, every waiter and busser we encountered seemed concerned and kind. Unfortunately there were many missteps during that service. Half of our table received drinks while the other half waited endlessly. We couldn't toast each other to a nice evening until our big rocks had melted. We ordered five appetizers and mains. Half of the appetizers came out without plates and we had to chase down our server. Our burgers came out so soggy that we couldn't hold them in our hands. The temperature on the French fry machine was too low thus our fries were soggy. We then received more appetizers after receiving our main courses without plates or silverware. We had three plates of untouched appetizers and drinks on the table when we called over a server to let her know of our concerns. She and our waiter both suggested we speak to the manager.Out came Fabrizio Nocilla. I could tell right away that he intended to fight with us. I attempted to diffuse the situation by introducing ourselves and our family. I let him know of some of the issues we were having. But as soon as I mentioned that the restaurant has taken a turn for the worst with the new change of management, he saw red. Fabrizio clearly took this as a personal attack. He refuted everything I said instead of listening to our concerns. He was like Vesuvius ready to blow. He promptly cut me off and said the entire table is comped and asked us to leave the restaurant. Yes...we were thrown out of Wally's Santa Monica for complaining about the food and the service. I said "are you fkng kidding me?" That was all the ammunition he needed to justify throwing our family out of the restaurant. My nine year old son was so embarrassed that he cried in the car. On my birthday last year, the entire staff at Wally's Santa Monica pitched in to buy me an expensive bottle of Mezcal. I was sitting in Jean Georges two weeks before this. A few months prior I was at Enoteca Pinchiorri (a three star Michelin restaurant in Florence)...I have never been in this situation in all my life. Fabrizio Nocilla is everything wrong with the hospitality industry. His behavior on this day has not only ruined my commitment to the Wally's brand, but it has turned me from an apostle for the restaurant to an apostle against the restaurant. I have introduced no less than 500 patients to Wally's. When this type of event occurs, it spreads like a cancer. I'm not a famous rapper, but I am a person who is influential in the community. I can't imagine that Christian Navarro knows what's going on here. I feel that staff may not speak up because they are afraid they'll be fired. Just today I was mentioning this story to my dear patient and friend who turned me on to Wally's in the first place. She stated she had the same experience two weeks ago. While renting the upstairs room for a private dinner costing more than 10K, she had a minor discrepancy about the bill. Fabrizio Nocilla refused to waive the erroneous charge and instead threw out my friend in front of her entire party. Two years ago I dropped a letter on Mina and Christian's lunch table. The previous Yelp review is verbatim what I wrote in that letter. That letter used to hang in Mina's office on the wall. With the new change of management I'm sure it was taken down. I'll spend my money elsewhere.
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