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Igor Kogan Dear Eataly Senior Management Team,
My name is Igor Kogan, and I have been a loyal and enthusiastic supporter of Eataly, regularly visiting your locations in Los Angeles, Las Vegas, New York, and more recently, Rome (Airport). In the past, my wife and I also visited your Dubai Mall location. I have consistently shared my positive experiences with friends and colleagues, bringing many new customers to Eataly because of the exceptional service and quality I’ve come to expect.
However, I am writing to formally express my severe dissatisfaction with the treatment my wife and I, along with our guests, received at the Eataly Los Angeles location on Saturday, October 19. We invited friends who were visiting Eataly for the first time to enjoy drinks and a light dinner at the bar near the fish restaurant on the main floor. Our guests included a doctor from a prominent hospital in Los Angeles and her husband, a well-known businessman. To our shock, we were met with disrespectful and unprofessional behavior from both the bartender and the restaurant manager, Daniel.
Despite the fact that we have frequently dined and enjoyed drinks at this bar, we had never met this particular bartender before, and other bartenders have always treated my wife and me with great respect and provided excellent service at this bar. Unfortunately, the bartender's attitude toward us that evening was unwelcoming from the start. He deliberately delayed taking our order while promptly serving other customers with courtesy and professionalism. When he eventually took our drink order, he refused to accept a dinner order for our guests, without providing a clear explanation. This was in stark contrast to other patrons at the bar who were being served both food and drinks without issue.
Daniel, who later identified himself as the restaurant manager, approached us several times, but his inquiries were laced with sarcasm and dismissive remarks. We politely asked why our friends were not being served dinner at the bar, as other customers were, but received no reasonable response. His behavior, along with the bartender’s, left us feeling humiliated and singled out for no apparent reason.
We take pride in being respectful and courteous patrons. Our behavior that evening was nothing but appropriate, as we are social professionals who value respect and kindness. We find it difficult to comprehend why we were treated with such disdain and made to feel unwelcome at a place we have always promoted to others.
At the end of the evening, Daniel and the bartender offered our drinks on the house, which seemed like a belated attempt to address the situation. However, this gesture did not mitigate the insult and frustration we experienced. We offered to pay for our drinks, despite deciding to take our business elsewhere in the Century City Mall, but they declined our payment.
Please understand that our intention in writing this letter is to seek constructive resolution. We want to make sure that our negative experience is acknowledged and addressed to prevent similar situations from happening to other loyal customers in the future. We genuinely hope that Eataly will take appropriate steps to uphold the high standards of hospitality that have set you apart and earned our loyalty in the past.
We also respectfully ask that you report back to us on the actions taken in response to this incident. Additionally, we hope Eataly will consider inviting us, along with our friends, back for a future visit to make up for the humiliating experience we received.
Thank you for your time and attention to this matter. We look forward to hearing from you soon.
Sincerely,
Igor Kogan
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