A friend from overseas, his partner and I went out for a special evening at VA about a month ago. The food was very good, and the wine service, by the famed sommellier Wendy herself, was out of this world - as reputed and as true !
However, we had several service issues: a somewhat unsophisticated waiter necessitating repeated requests for water or ice in a drink; a request to move tables....none of which spoiled our evening but at the same they did not contribute to a 5-star experience.
On reaching home, and sleeping on it for a day, I wrote the proprietor, who it turns out is also the chef. He telephoned me in response to my letter (nb, mailed, not emailed - think it shows more seriousness and reflection when complaining), asked to hear several details of the issues from my own lips, apologized without making excuses, asked that I make reservations for my next visit through him and said he would be sending me a letter. I should stress that in both my letter and the subsequent conversation, I made clear we had enjoyed our evening, and thought the food and wine first-rate.
Today in the mail I found a very gracious letter, reiterating Chef's request I make the next reservation through him, and enclosing a $100 gift certificate ! This sort of prompt, concerned and beyond-necessary response, both by phone and followed up by letter, is a principal reason I shall keep going back to Via Allegro, and recommending it to my friends. Class act !