Reader mail

Eric Ruth checks out the "Big Beef" at Pietro’s Prime in West Chester, Pa. Here is his beef, um, review.

Now, onto reader mail. Reader restaurant experiences - one good and one not so good - and restaurant supply stores are the topics today.

You ask. We answer. Every Friday.

Hi,
I would like to tell you about our experience at the Fair Hill Inn a couple of months ago. There were four of us for dinner and only one person ordered an appetizer (a salad for about $12) and then we all ordered dinner. My husband ordered a steak cooked medium rare. It took a very long time for dinner to come and when the waiter went to the next table my husband asked for more bread. The other man said he would like some too and when someone came around with the bread, he put it on both of their plates and walked away, never asking the other woman and me if we wanted any. We all laughed it off, saying we shouldn't have it anyway.When dinner arrived, my husband's steak was medium well. I told him to send it back but we were already there about an hour... then he had to ask for a steak knife, which took a long time because the waiter brought a course to the next table. And the rest of the night went just as bad.There was a "rating card" with the check and I filled it out. Not wanting to give it to the waiter because I was reporting how bad the service was, I took it out with me and asked for the owner. I was told it was a man sitting at the bar and he came over. I told him what happened and he just laughed. I said he couldn't possibly be the owner because I can't imagine an owner not caring that his server was negligent.The next day I called the restaurant and asked for the owner and again I told him about the previous night and how the next table had many courses, came in when we did and left before us. He laughed and replied "I know who you are. You're the ones who only ordered the main course (we had also ordered dessert), and we give preferential service to those ordering entire meals. You had to wait until we were finished with those tables.Also, when I made the reservation I asked for the room with the fireplace and was told they are not using the fireplace, but it has candles and that gives a nice glow.I think this restaurant needs Gordon Ramsey.
Regards,
Anita Rosenzweig

Anita, I called Fair Hill Inn owner Phil Pyle and told him about your experience.

"I feel really bad. It's what we hate to hear," says Pyle, who doesn't recall the incident and said you didn't speak to him. And he doubts that you spoke to his wife who works "the floor" every night nor his partner Brian Shaw, who spends most of his time in the kitchen. You may have talked to a staff member who was reluctant to share your comments with the owners.

Pyle said there is no policy about preferential treatment given to those who order more courses.

When a diner shares a bad experience with him, Pyle says, in most cases, "I say 'I'm very sorry. We do our best. We're human and sometimes we fail to meet expectations.'"

"It's the restaurant business. Sometimes you get the chicken, sometimes you get the feathers. You just can't be perfect to everyone."

The time to tell a server - or manager or owner - about a problem or a meal that is not enjoyable is when you are at the restaurant. The staff can try to correct the problem.
"My job is to make you leave here with a smile," Pyle said.

Pyle said, however, he understands diners who are reluctant to complain. "They don't want to make a scene." He says they can always go to the Fair Hill Inn web site and write their concerns.

Pyle and Shaw - not staffers - read those emailed comments.

Dear Patricia,If you haven't been to Cafe Palermo on Miller Road 3 shops down from Home Depot...GO!!!!I had dinner there tonight and it was one of if not the most delicious meals I've had since I was in Tuscany last Thanksgiving. It's owned by Maria(forgot her last name,sorry) formerly of Cafe Riviera (Concord Mall) and is easily as good if not significantly better. Their pizza is better than Riviera and their dinners are better than their pizza! I went in intending to get a chicken cheesesteak w/the works but I got peering at the specials board and decided I had to try the Taste of Italy. Turn on your imagination now... shrimp, fettucini, rainbow tortellini, gnocchi(I grew up on these, rest in peace Grandmom), portobella ravioli, lobster ravioli, and ricotta pesto ravioli in a garlic parmesan almost Alfredo sauce...addictively good. Brava Maria!!! Speaking of addictively good, their garlic parmesan breadsticks are heaven! Baked with olive oil that tastes like it was just pressed. I dared to have dessert (I rarely have sweets after a wonderful dinner but tonig ht I couldn't say no). Cheesecake, homemade cannolis, mmm but I had to try the Tira Misu. Delicately spongy, subtlely sweet, drippingly delicious. Easily as good as I had in Tuscany. Double expresso with lemon. Happy belly, happier taste buds, sleepytime (you know how that goes!)! $27 on Mastercard. Most prices are under $17 for dinner and $10 for lunch. If you haven't been, GO! If you have, GO AGAIN!!! Tell Eric Ruth, tell everyone! Plus the atmosphere and decor is like an intimate italian villa. I hope to see you there. Ciao! John Neal

Thanks John. It's been a while since I've been to Cafe Palermo. It looks like a pizzeria from the outside and I recall the dining room looking like it was under renovations. Not much atmosphere, but the food wasn't at all bad. I'll have to check it out again.

Several months ago one of your articles mentioned a place where one can go to buy cooking utensils, supplies, etc. I remember you said it sold mainly to the trade, but individuals could go there. I forgot the name of it. Help please.

Thanks,
Chris Jording

Last March (was it really that long ago??), I wrote about restaurant supply stores. It's where food industry professionals - and the public - can shop for good deals. Alton Brown of "Good Eats" on the Food Network is also a big fan of these kind of stores.

Reader Ed Hunt filled me on The Restaurant Store at 3065 New Castle Avenue, Wilmington, De 19720; 421-9950.

The store is indeed open to the public. There's no fee to join. Just go in shop away.