Ristorante il MERLO Ristorante Casciana Terme

Dear Emily Harpur, Thank you for your feedback. We are sincerely sorry to hear about your dissatisfaction. While we are always open to constructive criticism, we feel it is important to clarify a few points. First and foremost, we apologize if the pizza served did not match your request. It is possible that there was a misunderstanding during the ordering process, and we regret this deeply. Had it been brought to our attention at the time, we would have promptly prepared a new pizza according to your instructions. As for the main courses ordered by your companions—"two portions of tripe and one porcini mushroom steak"—these were consumed with great appreciation, leaving the plates completely empty. This suggests they were thoroughly enjoyed. Regarding the nighttime discomfort you mentioned, we are truly sorry to hear about your experience. However, we can confidently affirm that it could not have been caused by the dishes served at our restaurant. We use fresh, high-quality ingredients prepared in accordance with strict hygiene standards. We also want to emphasize that all our pizzas, as well as every dish we serve to our customers, are made fresh to order with FRESH, NON-FROZEN INGREDIENTS. Your comments about quality do not align with our philosophy or our commitment to serving excellence on every plate. We are deeply regretful that your experience was not a positive one, and we fully understand your disappointment. We sincerely hope to have the opportunity to provide you with service in the future that reflects the trust your family has placed in us over the years. Thank you for sharing your perspective with us. Best regards, Il Merlo