First of all, I am surprised that the restaurant chose to write a defensive message back to the customer who wrote the previous review! I think that is an example of customer service that speaks for itself.\r
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We went to Biella on a Saturday night with a group of friends - we had a table of 8 people. Our reservation was at 8:15pm but we did not get our dessert until after 10pm due to the extremely slow service. When the food came out, 2 people had to immediately send their meals back because they were undercooked. They told us they were all out of several things we ordered, and they did not have enough bread for our whole table so they just brought out a small basket. I thought it was very strange that not everyone was able to have a piece of bread! The food was OK, but nothing special. The atmosphere is really wonderful, however. I don't think we would go back again.\r
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Just a message to the customer relations person at Biella... if you do choose to respond to this review you should say something like, ""We are sorry we did not meet your expectations and we will do everything we can to improve"" and leave it at that.
Pros: Ambiance, people-watching
Cons: Service
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