I booked the Travel Zoo picnic deal. Over a month in advance I made the reservations online for 11:30 am on Monday. We rented our bikes and headed over. I was met by an incredibly rude hostess who proceeded to tell me that they weren't open until Noon and I had to come back. I explained to her I had a pick up reservation for 11:30 that I made on THEIR website and that we had scheduled all our plans around that pick up time. She quite rudely said there was no way they would reserve for a time they weren't open so I pulled up the email confirmation from them to show her. She didn't care--no apology, no explanation, complete indifference and refusal to do anything. I asked for a manager and she said there wasn't one. When I pushed a bit she said she would "go look." Miraculously a manger appeared 5 min later who proceeded to maintain the same rude tone and tell me they were closed. I showed her the email--at least this time she said "that should never have been done"--but no "I'm sorry" or any kind of acceptance of their mistake. She said she would ask the kitchen if they could accommodate my "special request" and let me know how soon it would be ready--she never returned. After another 10 min of waiting I asked the hostess what the status was and she felt it necessary to remind me again they were closed and that they were going out of their way to make our food for us. Again, no apology--just rudeness. I said "I'm sorry this is such a bother but I wouldn't push it except we had a RESERVATION FROM YOU for this time and planned around it." By noon a respectful man from the kitchen brought our food out. He didn't apologize but at least he didn't treat me like I had done something wrong.
The food they gave us was not exactly what was supposed to be in the picnic, but it tasted okay. The antipasti platter was not very good, we really could only stomach the artichokes--maybe it wasn't the best thing to take on the go?! The pasta was okay, good flavor but a little dry for my liking. The sandwiches were good, the mozzarella was pretty tasty. The dessert--chocolate cakes--we're very good and the highlight of the meal.
So I won't ever return to Pappardella and I wouldn't recommend it to anyone--especially not the picnic lunch. They need some serious training on customer service and help with website design!