"(Male announcer) Tonight on Kitchen Nightmares..." "Chef Ramsay heads to the North End of Boston to an Italian restaurant..." "He's coming." "(Announcer) Owned by two sisters who couldn't be more different." "Shut your face." "(Announcer) Lisa hides from the problems..." "Can you just leave me alone?" "(Announcer) While emotional Rita is a nervous wreck." "I'm starting to tremble." "(Announcer) But together, this duo managed to shatter a number of basic rules." "I'm not listening to anymore rules." "(Announcer) They drink." "Are you drunk?" "(Announcer) They smoke." "And they even fight with their customers." "Stick your finger in the ravioli and tell me it's cold now." "(Announcer) And to make matters worse, they are in complete denial." "It is not my fault." "(Announcer) The owners blame the staff for the restaurant's failures." "Whose fault is that after all?" " Yours." " No, it's yours." "(Announcer) And the staff blames the owners." "This business is not under my name, it's under both of your names." "(Announcer) It's a vicious cycle of the blame game..." "I was working my ass that day." " So was he." " So was he." "(Announcer) That has the restaurant spinning out of control." "I can't deal with this fucking stupidity." "(Announcer) On top of all of that, the food is disgusting." "Really bad." "It's like someone's thrown up in my plate." "(Announcer) And the kitchen has no standards." "You just dropped it on the floor." "(Announcer) Can Chef Ramsay save this volatile restaurant..." "Don't shout at her, don't you start." " I'll drag you outside." " And what?" "What are you gonna do?" "(Announcer) Or will the sisters refuse his help..." "He disgusts me." "(Announcer) And show him the door?" "You walk out, I'm out." "I want him to leave." "He's in my space." "I want him out of here." "[Aggressive surf music]" "What is that?" "He's serving rotten food." " Then, wake up!" " You wake up!" "I'm not uptight!" "Yes, you are!" "Shut the place down." "Get out of here." "(Gordon) That is amazing." "I can't take any more." "Thank you, chef." "(Announcer) Boston's North End, also known as Little Italy, is home to cobblestone streets, over 80 Italian eateries including La Galleria 33, a family restaurant opened in 2006 by sisters Rita and Lisa." "In 1965, my dad moved here from Italy, worked in a few restaurants and in 1985, he was able to open his own." " It's called L'Osteria." " Hey, papa." "There was immediate success in L'Osteria." "My sister and I grew up there and worked there." "Are we gonna call my mama?" "(Announcer) Following the success of their parents' restaurant and with their parents' financial help," "Lisa and Rita branched out and opened La Galleria 33, just under 100 feet away." "When we opened, we expected La Galleria 33 would have immediate success because that is what my father found." "[Phone ringing]" "Let it be a reservation." "We figured at some point we would get busy, but it just-- it never took off." "Everybody is abandoning us." "Where are they all going?" "I don't know." "Not only do we look at each other and try to figure out what's wrong with it..." "I'm not sure I know what to do." "We start doing crazy things, like, I'll start blaming it on the weather." ""Well, it's too hot." "They can't eat today."" " "It's snowing." - "It's raining." "They can't park and walk."" ""It's the beginning of the month, nobody has money." " They have to pay their rent." - "These aren't clients." " All they got is shorts on it." - "There's a game."" "We've taken the tablecloths off." " We've put them back on." " We lowered the prices." "We put the curtains up." "We took the curtains down." ""Lets put 95 at the end of the prices."" "My mother's thought of why this place didn't work was because the font-- are you ready for this?" "The font on the menu was too small." "My head is killing me." "Where's that coffee?" "You want Tylenol?" "I don't know how to fix it." "I don't." "'Cause I don't know what's wrong with it." "I'm pretty sure this is what a nervous breakdown feels like." "I know what the problem is, it's the owners." "Get the fuck out of here." "They treat people really bad." "Go talk to the customers." "Go entertain them while they're waiting for the fucking food." "They are very unprofessional." "Shut up, you" "Pat, don't add to my fucking stress today." "Lisa drinks and Rita smokes everywhere." "[Sparking lighter]" "Am I, like, the only smoker left in America?" "Everyone makes such a big deal about me smoking." "Rosa, go do something." "That's my spot." "We're, like, staffed by a bunch of nuts." "Rosa, could you not do that?" "Thanks." "She's sweeping, Lisa." "She's sweeping it on me though." "Don't sweep it on my sister, cinderella." "We need help." "We really do." "I think after so many years of this being unsuccessful, we're slowly not caring." "I shouldn't say not caring, like, we're-- we're used to it." "These are a lot of bills, for real." "I'm getting very nervous right now." "We had so much invested and if it-- if it doesn't, at some point start to make money, this could be the cause of my mother and father, like, losing everything." "They've built so much." "And I don't wanna be the reason why, you know, God forbid, they would have lost everything." "That's why it's very sad." "[Italian music]" "♪" "Wow." "There's a lot of Italian restaurants." "Rita, I gotta throw my gum and I can't shallow it." "Just shallow it." "Just spit it over there." "No way." "Hold on." "I did it." "That was difficult." "I'm not swallowing mine." "I'm gonna keep my breath minty fresh." "Oh, man." " Hi." " Hi." "Hello, ladies." "Oh, God." "Wait a minute." "Hello." "How are you?" " How are you doing?" " Nice to see you." "Well." " I'm Sara." " Sara, good to see you." " Miguel, nice to see you." " Good to see you." " Are the owners here?" "(Both)" " Here we are." "Oh, there." "Oh, just outside." "We greet you from behind here." " Oh, excuse me." " How are you?" "I thought you were a customer." " I'm Lisa." "Nice to meet you." " Lisa, nice to see you." " I'm Rita." " Rita, nice to see you both." "Uh, I thought you were customers." " I'm so sorry." " No." "No." "All right, let's go have a little seat." "Do you normally sit out there?" "I didn't know he was coming." "He just came like a bat out of hell and went inside." "He didn't even stop." "First of all, I'm happy to be here." " You guys are partners, right?" " Yes." "Give me a little bit of background." "Our parents opened L'Osteria in '85" " I was four." "Oh, your mom and dad have a restaurant?" " Yep, five doors down." " In Boston?" " Yes." " Five doors down?" " Yes." " Correct." "Right across the street, diagonally." " You're kidding me?" " No." "I just walked past it." " Yes." " You did." "So, we decided let's try and open another one." "We know what we're doing, we thought." "Galleria 33, what does that mean?" "33 comes from where?" "Rita-- let Rita explain." "I was 33 when we opened this." "It means nothing to me." "Well, you're not 33 yet." "Wait till the fabulous things start happening when you're 33." "The galleria was like art gallery." "The art gallery." "We wanted the wall to be replicas of, like, famous artwork." "And we hired this painter, if you can call him that, he started to paint naked cherubs, and we had to fire him." " Naked?" " Cherub." " Oh." " They were on the ceiling." "They were on the wall." "Like, naked." "There was a woman with her breasts out, like, eating-- who eats dinner like that?" "Who eats dinner in the nude?" "Are you chewing gum?" " No." "(Gordon)" " No?" "What are you chewing?" "(Both) I swallowed it." "Oh, so you've stopped chewing gum?" " I don't normally ever chew gum." " It's not helping." "Yeah, but you shouldn't be swallowing it either." "I-I was afraid of what you were gonna say if I said yes." "No, but-- so, you are chewing gum?" "I was chewing gum." "And now you've just swallowed it?" "Yes." "I went to catholic school." "We used to have to take the gum and put it on our nose and spend the whole day like that, so" "I mean, I don't know why Chef Ramsay would have told me to put gum on my nose." "[Laughs]" "May I have a glass of water, please?" " Sure." "Yeah." "Okay." "(Gordon)" " Thank you." "So, tell me, how's the business?" "We're getting by by the skin of our teeth." " It's, like, really" " No." "We're actually not getting by." " We're, like, in debt." " Yeah, well" "We lose money every single month." "We're not getting by." "Wow." "I think he said water, Sara, honey." " Oh, shit." " Water?" " Oh, I'm sorry." " Water, please." "No, don't worry." "A little bit too early for me." "[Laughter] Wow." "Never too early." "[Laughs]" "[Laughs] It is." "(Rita) Lisa loves wine." "She likes to drink." "Okay." "She likes to drink?" "(Rita) She loves wine." "She does." "While she's working, have a couple of glasses?" "She drinks." "I smoke and she drinks." "I mean, since we're airing my dirty laundry-- oh, I let her air her own." "Cut that out." "Don't say that she drinks." "Lisa's great." "I didn't think Rita needed to tell Chef Ramsay that I drink." "I think he would have probably seen that tonight anyway." "How's the servers?" " Mm." " I" "You're not happy with the servers?" "Well, the servers here are very temperamental." "And they sit down for hours at that table behind there." "They sit down?" "They don't bother checking their tables, cleaning anything." "The customers would have to get up with their credit card things so they could pay." "Are you kidding me?" " I swear to God." " Wow." "I get really nice customers here." "And they should be getting good service." "Thanks for the update." "Is there anything else I need to know before I get going?" "Well, uh, the chef is my ex-husband." "Say that again." "I was married to him." "The chef is your ex-husband?" "It sounds like a soap opera." "Yes." "So, the ex-husband, what's it like working together on a daily basis?" "He's a grouch." "He's difficult, doesn't take criticisms well." " But he obviously can cook?" " He can cook, yes." "It's because these are my parents' recipes that he's cooking." "And he has no recipes of his own?" "Oh, no, no, no." "My dad trained him." "He wasn't a trained chef." "You have to understand, this is total head fuck." "I know." "I'm sorry." " My head's spinning." " My head's spinning." "(Announcer) Coming up..." "God." "(Announcer) Chef Ramsay digs in." "It's like someone's thrown up on my plate." "(Announcer) And Rita flips out." "Stick your finger in the ravioli and tell me it's cold now." "(Announcer) And later, it's a dinner service that will have you in shock." "He's gonna think you're crazy." "This is horrendous." "(Announcer) After an informative meeting with owners Lisa and Rita," "Chef Ramsay is anxious to try the food..." " Enjoy." " Thank you." " You're welcome." " Good to meet you." "(Announcer) Made by head chef Doug, who happens to be Rita's ex-husband." "He's so nice." " I like him." "He's so nice." " He's a nice guy." "He's going to eat now?" "He's going to eat." "I'll see if he's still nice after" "Oh, he's gotta be nice." "He's a nice guy." "You know something, I'm starting to tremble." "I don't see you tremble." "I'm trembling inside." "Oh, inside." "How are you?" "I'm very good." "I'm Sara." "Sara, nice to see you, darling." "Very nice to meet you." "So, how long have you been here?" " About two years." " Two years?" "You know, you need to take those heels off, 'cause I can't see." "They're too big." "Well, then stand in front of me." "No, then he'll see me." "I arrived, they sat outside." " Is that normal?" " It's very normal here." "And Rita mentioned about Lisa drinking on service." "Does she drink at the end of the night?" "Oh, y-yes." "She drinks while customers are still here." "Oh, dear." "The owners, they don't know how to run the restaurants." "And they don't want to improve themselves to improve the restaurant." "[Shushing] Don't talk to me." " There is no organization at all." " Wow." "Not here, not in the kitchen, nowhere." "Wow." "That's not good." "They have no responsibility." "They have no concern." "It feels like this place for them, it's just," ""oh, I'm working." You're not really working." "Wow." "Probably they're treating it like their-- like their bar as opposed to their business." "Yeah." "Why did she say that?" "'Cause she's an imbecile." "That's not even true." "She's a traitor, Benedict Arnold." "Skank." "Uh, I gotta go for the homemade gnocchi." " Thank you." " Homemade gnocchi?" "Sure." "Yes, please." "And then a chicken marsala, please." " Marsala?" " Yeah." "I'll go for the veal paradiso." "Okay." "Sure." "What else?" "I'm really hoping he doesn't get the seafood ravioli." "They're not-- they're not good." "We have seafood ravioli special." "Oh, my God." "I-I'll take it." "Why not?" "Okay." "Lisa, this bitch is selling the ravioli special." "What is wrong with her?" "You know, I hate Sara." "Go ahead." "No, Sara, it isn't." "No." "That's actually not the case, Sara." "You're a fucking freak and that's a crazy thing to do." "I'm gonna kill her." " Mm-hmm." " Oh, my God." "Gnocchi, chicken marsala, veal paradiso, seafood ravioli." "Wow." "He must be very hungry." "[Laughs]" "Uh, sir?" "Have you got two seconds?" "I'm so afraid right now." "Why?" "'Cause I know what's coming next." "(Gordon)" " What's your first name?" " Pat." "Pat." "This for me is a new journey in life, because I've always been a shoe salesman." "Seriously?" " Not a men's shoes salesmen." "(Gordon)" " Oh, sorry." " A women's exclusively." " So you're not a cobbler?" "No." "I was gonna say" "Lisa?" "Right." "It's Pat." "It's Pat." "I don't really even want to deal with that." "How would you rate the food?" "Uh, the only issue is that I cannot eat Italian food because I'm gluten intolerant." "(Gordon) So, what are you here?" "I'm a combination of everything." "I'm, like, manager, slash..." "Oh, so, you're the manager?" " Everything else." " Oh, fuck." "I didn't know that." " So you're the manager of Galleria?" " Yeah." "Galleria." "So, general manager/shoe salesman." " You've been here" " Uh, I'm also a host." " You're a host?" " And, like, the bus person, I do it all." "(Gordon) Wow." " Uh, Rita?" " Yes?" "Uh, is Pat serious-- the general manager?" "He is the busboy." "You're not the general manager?" "I just assumed that role." " Oh, you assumed the role?" " Because I take on" "Oh, fuck." "You've just assigned that role to yourself?" "I just assigned that role to myself." "(Gordon) Oh, fuck me." " Are you the host?" " I'm sweating." "I'm sweating." " You're sweating?" " Yes." "I'm shitted myself." "I am also shitted myself." "He's the-- he's the busman." "And I fired him." "And let me explain to you what he" "Hold on, hold on, hold on." "You fired him?" "I fired him." "(Gordon)" " What did you fire him for?" "Because he told me that he was more important than me." "And he got me on a bad day." "And I got upset and I fired him." " Seriously?" "(Rita)" " So you know what he did?" "He got an umbrella-- 'cause it was raining that day," " and he got an umbrella..." "(Gordon)" " Yes?" "...and he would walk by and look in like a very sad puppy." "I'm like, "this poor guy."" "So, I-I took him back." "I took him back and now I just let him tell himself he's the manager." "For everything that Pat does right, he does five things wrong." "Go now, go." " Oh, my God." "(Gordon)" " Thank you, Pat." "He's so fucking crazy that it's like, is it really worth even having him here?" "He's-- but it is." "I love Pat." "Pat's good." "You don't feed him 'cause he's gluten-free, right?" "He's so full of shit!" "He eats all" "(Gordon) He's, like, withering away." "Well, he's got that great metabolism." "I wish I had it, but we do feed him." "Please don't think we don't feed the staff here." "No, I'm just asking." "I-I" " Okay." "Enjoy." "(Gordon)" " Okay." "I mean, honestly, I haven't even tasted the food yet." "Oh, my God." "Wow." "Why do you do it to me?" "Please, just-- out of my sight." "Oh." "Homemade gnocchi." "Excellent." "And it's all homemade?" "Uh, yes and no." "[Laughs]" " Yes and no?" "(Sara)" " Frozen." " What?" " Frozen." "No." "Come on." "Yes, but they're homemade." "That's why" "They're homemade and frozen?" "[Italian] Thank you very much." " You're very welcome." "(Gordon)" " Thank you." "Please, a little smile, a little smile." "Anything at all." "Please eat it." "Stop-- he shook his head." "Fuck my life." "[Gasps] Oh, no." "He didn't" "Meatballs are rubbery, bland, and just really-- really solid, almost like a golf ball." "Not nice." " Rita?" " Yes?" "(Gordon) Two seconds, love." "Lisa, you can come as well." "Stop hiding behind the coffee machine." " Were you drinking?" " No, no, no." "(Gordon)" " Not a cup?" " No, it was-- no, no, no." "So, the meatballs are, like, firm, solid and just, like, dry, bland." "But they're made here?" "Mm-hmm." "Well, we make them and then we freeze them, because we don't want to run out of meatballs." "(Gordon) Yeah, well, they last up to two, three days in the fridge." "And the difference in having them seared and cooked in the sauce rather than defrosted-- the difference is night and day." "Okay." " Uh, yeah." " Oh, my God." "This is the beginning of the end." "About 20 minutes ago, I was wondering what I-- you know, what I got myself into." "This is not good." "I'm scared." "I'm scared." "(Announcer) With Chef Ramsay beginning to question the food..." "Meatballs are rubbery, like a golf ball." "(Announcer) Sisters Rita and Lisa are looking to Chef Doug for some answers." "(Rita) This is not going so well." "The meatballs-- the meatballs are frozen." " Yeah, what?" " We should make them fresh every two days." "Yeah, we make them fresh every two days." " We freeze them." " They're not fresh if they're frozen." "I don't know how many Italian restaurants he's been, but the restaurants that I know, they freeze stuff." "What's in that cup?" "(Lisa) It's coffee, Rita." "The veal paradiso." "What's inside the veal?" "Prosciutto, mozzarella." "Wow." "It's like someone's thrown up on my plate." "Please, God, make him like that at least." "Really bad." "And just gnarly-- overcooked, bland." "[Gasps]" "Gross." "What the hell does that mean?" "It means he didn't like it, in a nutshell." "How is it?" "That's definitely not paradise, let me tell you." "The veal is way overcooked, a bit chewy, salty inside." "The sauce is a mess." "What is it, tomato and vodka?" " Vodka, yes." "(Gordon)" " Disgustingly bad." "Wow." "Wow." "Wow." "Thank you." "You're welcome." "Well, let's just pray that he says gross" "Pray?" "We're, like, beyond prayer." "I just want somebody to kill me at this point." "What is he gonna to be eating next?" "Oh, yeah, seafood ravioli." "That was the one thing I was hoping he wasn't going to get, like, the one thing." "I have the seafood ravioli." "And when were they-- are these fresh or" "[Laughs] (Gordon) Oh, no." " Frozen." " Frozen?" "Do you think customers come to the North End to come and eat in a restaurant with frozen raviolis?" "Definitely not." "I won't, myself." "Who the fuck serves fresh ravioli?" " I mean" " Nobody serves fresh ravioli anywhere." "Homemade ravioli in this neighborhood" "These people don't even know how to make homemade ravioli." "That's the God honest truth." "I bet if you go to the restaurant across the street and ask, "do you know how to make a homemade ravioli?"" "She'll look at you and make you a matzo ball." "She doesn't know." "Wow." "Disgusting-- just layers of gunk." "So, this is special?" "Actually it's a special that we have 12 months a year." "So this is the special of the year?" "[Laughs] Yes." "(Gordon) Wow." "Do I feel special." "Thank you." "And-- and in two years, has he ever changed it?" "Oh, fuck." " There's a special very two years?" " I think yes." "Since we have that, we never really change" "[Laughs]" "I want Sara strangled." "You know, she's having a good time 'cause it's not her business on the line, but I got something for her." "[Laughs] A special every 700 days." "I'm so sorry." "I don't know what else to say." "Oh, man." "This is too much." "This is too much." "I wanna go die in a corner somewhere." "Wow." "Chicken marsala?" "Yes, and it's fresh." "And it's fresh?" "Excellent." " This is a side." " Excellent." "Whew." "Chicken marsala." "Looks more like chicken and mushroom soup." "[Gasps] He's talking." "He's whispering." "It can't be good." "If it's a whisper, it can't be good." "Uh, wow." "Wow, wow, wow." "I'm hoping it tastes better than it looks." "[Giggles]" "[Giggles] That is a joke." "You know, live it up, girls." "There's a Michelin chef in here ripping our food apart, and you guys are giggling away." "And I'm about to throw up." "[Laughter]" "[Shushing] Shut up." "He's chewing." "Fuck." "The salt, the salt-- he's salting everything." "Where is he?" "Way too sweet and just bland-- no salt." "Is Doug allergic to salt?" " I don't think so." " Ask him." "(Sara) I don't think so." "(Lisa) I didn't realize Chef Ramsay would be so unhappy." "He's been kind of mean." "You know, I take it back." "I said he was nice." "And what's dessert?" " We only have tiramisu." " Wow." "And we are even out of it." "[Laughs] For real." " So you've ran out of dessert?" " Yes." " We have tiramisu." " Nope." "We have one dessert and we've run out." "Isn't that crazy?" "We're out of tiramisu." "I didn't even know." "I really didn't." "Pat, two seconds, but... quick." "I need the manager." "(Gordon) The restaurant L'Osteria, yeah?" "Can you run over there and get me one portion of tiramisu?" "I am fucking starving." " One portion of tiramisu?" "(Gordon)" " Quick." " Okay." " Quick as you can." "Hi, Pat, honey, where are you going?" "To get a piece of tiramisu." "He's on his way." "There he goes." "Whose idea was this?" "Yours." " No." "This was your idea." " No, I planned it." "It was your fucking idea." "Bring him a fork." "He doesn't like anything, so he's gonna like that either." " Hello." " Hi." " How are you?" " Good." "I'm Lena." "Nice to meet you." " This is my mama." " Lena, nice to see you." "Excellent." "I can't wait to taste that." "[Italian] Thank you very much." "All right." "Excuse me." "Can I-- can I please say hello to your mom again?" "(Rita) Come on, ma." "Go ahead, you're gonna get yelled at." " Your turn." "(Rita)" " So scared." "Oh God." "Mama." "First, I need to do something." "Bellissimo." "[Speaks Italian]" "Delicious." "I mean, really." "[Laughs]" "Oh, my God." " He likes ma." " That was delicious." " Thank God he likes something." " Thank you so much." "I mean, amazing." "Whose recipe is that?" "Your recipe?" "Really good, really good indeed." "We got a winner-- from L'Osteria." "[Glass shattering]" " Fuck!" " What the hell was that?" "What happened?" "God." "(Announcer) With Chef Ramsay horrified by the food..." "[Glass shattering]" " What's that?" " Fuck." "(Announcer) Lisa and Rita's day is not exactly heading in a positive direction." "Oh, the fridge broke." "'Cause" "I don't even wanna say what else could go wrong, because God might answer me." "(Announcer) And it's unlikely to get any better as Chef Ramsay meets Head Chef Doug." "How are you?" "First name?" " Douglas." " Douglas." "Let's have a chat with the owners." "Just stand next to your, uh, wife." "Ex." "Ex, yeah, sorry." "[Chuckles] It's okay." "First of all, how long have you been cooking?" " Mm, since '94." " '94?" "And you're the head chef?" "If we can call it that." "Well, you're leading the kitchen, let's get it" " Yeah." " Yeah, okay." "When they let me, anyway." "(Rita)" " Who's they?" " Who's they?" "Yeah, I-- he certainly doesn't mean me, 'cause I don't hold you back to do anything." "Who in the hell are you talking about?" "Yeah, I'd really like to know." "I know you're not looking at me." "Some things that I want to do my way, you know, it's always like" "In other words, he wants full control." "If I'm gonna be in the kitchen, I want full control." " But you do have full control." "(Rita)" " You have full control." "Nobody bothers you." "Listen, I want to go back to the food." "This man has taken time out of his schedule to be here." "I want to talk about frozen meatballs." " Okay." " Okay." " Who's running the kitchen?" " I do." "Okay." "Um, let's talk about lunch." "Yeah?" "The food was dated, bland, boring, and way below par, in one of the most competitive streets anywhere in this country." "When was the last time you went out for dinner in the neighborhood?" "I don't know." "I just go to Chinese food sometimes." "Chinese food?" "[Sighs]" "Okay." "What about the meatball?" "The meatball, we make it and then" " Freeze them?" " Freeze them, yeah." "And the veal paradiso, way overcooked, just drowned in sauce." "Doug, customers cook better at home." "The food was shocking." "And just no seasoning, no care." "Honestly, you're not giving your best." "The homemade gnocchi, it's not homemade right?" "Well, I know how to make it." "I used to make it every day." "(Gordon) The ravioli?" "I used to make those too." "You know, that's a pain in the neck." "I need somebody with extra time to help me." "Doug, I would be willing to help you make pasta." "See, that's the attitude." "Very-- he doesn't respond to much." "(Gordon) What do you mean he doesn't respond?" " He just-- you know" " We're running a business." " I know." " Wow." "And what is it between you two?" "Why is there so much animosity there?" "He's just-- that's just him." "That's just him?" "Are you lazy?" "No, I'm not." "What I'm trying to say is, you've just gone through the motions." " No, I'm not." " You are." "You're not making anything fresh." "You have turned the restaurant into something dysfunctional just for convenience." " You knew I was coming today, right?" " Yeah, I knew." "So why couldn't you cook for me from the heart?" "Because if I'm going to treat you special, then I gotta treat everybody special." "So you feel better serving me frozen shit than you cooking your best?" "I-I'm just being honest." "Let me ask you this, how can a seafood ravioli be special if it's frozen and it's been on the menu" " as a special for two years?" " Well, we get it frozen." "What's so fucking special about that?" "You've only got one dessert on and even that ran out a week ago." "We do have it." "Where is it then?" " Um-- we don't." " No." " We don't?" " No." " Well" " You don't know?" "Do you guys communicate?" "I mean, help me." "(Lisa) I know." "I know." "But there's really not much that" "I mean, you can't even get through to him." " So how am I supposed to" " But you're the owners." "I know." "Do you think this restaurant has a future serving frozen meatballs?" "Not only was my lunch bland, disappointing, but whatever little customers you've got now," "I'm amazed they're in here." "Tonight, I want to see this place functional." "I want to see how you operate, what you do," "I want to see how you run the line." "(Sisters) Okay." "I'll see you later." " All righty." " Bye." "Thank you." "Oh, my God." "He's left the building." "That was really, really hard." "Stop looking at me, Pat, because this is your fault." "It would've been easier to have been hung by the roof by my toenails." "[Sighs] God." "You could make some pasta." "And get rid of those seafood ravioli." "I want them out of here." "Okay." "I hate you." "This was your idea." " No, this was definitely your idea." " No." " This was definitely your idea." " No, it wasn't." " It was your idea." " No, it wasn't." "I'm gonna go smoke." "(Lisa) Listen, tonight, if anybody does anything crazy, you're fired." "Rita, tell 'em to chill out, 'cause I'm leaving tonight if you fuck with me." "I'm really leaving." "Ramsay." "And I'm not calling him chef!" "I'm calling him Ramsay and that's what I'm calling him." "Mr. Ramsay at least." "Call him Mr. Ramsay." "Listen, respect he deserves." " He's coming!" " Fuck my life." "He's already shitted on the food." "Like, I'm waiting for him to see us run the front of the house, and yell at us about that." "Doug, tiramisu on?" "No?" "Can't be bothered?" "Nope." "(Gordon) No, can't be bothered." "Wow." "Anyway, uh, so take me through the line." "Who's running what station?" "We usually don't work on stations." "You don't work on stations either?" "Holy fuck." "It's getting worse." "Oh, my God." "(Announcer) Every Saturday night, Boston's North End is packed..." " Hi." " How are you?" " Good." "How are you, honey?" " Good." "(Announcer) And as a result, it's the one night that La Galleria 33 is filled with customers." "My name is Sara and I'm gonna be your server for tonight." "Um, I'm gonna have the sausage cacciatore." "Give me the veal francaise, please." "Veal francaise?" "Oh, my God, my nerves." "Sir, whenever it's ready, we can take table one." "Doug, who, uh-- who talks to who?" "Who communicates here?" "Anybody?" "Doug, who communicates here?" " I can't hear anything." " Yeah." "Who's-- who's, uh" "Oh, so there's no-- there's no timing?" "Chicken Alfredo, chicken Galleria." "Yeah, coming." "You've just" "You've just dropped that on the floor." "Look at me." "You just dropped it on the floor." "You can't cook it." "[Rings bell]" "Doug, you've just dropped it on the floor." "Uh, Rita, Lisa, both of you, just two seconds." "Sorry, this is sending me crazy." "Hello." "What?" "He just dropped the chicken on the floor and put it back in the pan." " Wait a minute." " This one here." " Come on, guys." " Are you serious, Doug?" "Wait a minute, he dropped it on the floor and cooked it, what-- what do you mean?" "Am I on my own here or what?" "No, you're not." "That's crazy." "Could you start that again or not?" "What?" "Can you start that again?" "It's there." "That's the one that dropped on the floor." "It's okay." "It's good enough to eat it." "I'm not here to make you look stupid." "But when I stop a chef from serving fucking chicken dropped on the floor" "I mean, honestly, you guys look like a bunch of fucking idiots." "This is fucking crazy." "(Announcer) It's only minutes into a busy Saturday night dinner service, and Chef Ramsay has already observed just how low the standards are at Galleria 33." "He just dropped the chicken on the floor and put it back in the pan." "Honestly, you guys look like a bunch of fucking idiots." " Wait a minute." " This one here." "Why would you cook a fucking piece of chicken that you dropped on the floor?" "You know, it makes me question his-- not his intelligence, but I mean-- yeah, I guess-- yeah, his intelligence." "Fuck it now." "Normally, you would never cook something that fell on the floor." "Why would you have done that?" "He's going to think you're crazy." " Throw it out." " Yeah." "Over here." "(Lisa) I don't think he's serving that." " I mean, I don't know what he does." " If I didn't say" "It's disgusting, but he's not serving it." "What is it with you wiping his ass?" "I'm not, but I don't wanna be portrayed as a restaurant who serves chicken that's been dropped on the floor." " I tried to stop him from doing it." " I don't know." "He's nuts." "It fell on the floor." "That's-- he's nuts." " I don't know." " And picked it up, dusted it." "Yeah, I get it, but he's not going to serve it." "I'm not looking for this stuff." "I walked right into it." "I was standing by his side watching the line work." "But he started a new one." "So you see, it's no..." "Oh, fuck me." "Oh, my God." "I would like to know when Douglas has ever picked something off the floor and" " Never, ever." " Ever, ever, ever." "Why would he have done that?" "Did he purposely do that?" "(Announcer) While Doug continues to work in silence, food still manages to get out to the diners." " Chicken parm?" " Chicken parm." "And the ravioli was for you." "(Announcer) But the customers are anything but reserved when expressing how they feel about his dishes." "How did the appetizer taste for you?" "It's not fresh." "But I can try to send one of the owners over this way if you would like." " Yes, please." " Absolutely." "Lisa, they wanted to speak to someone." " Who?" " Uh, the four top over there." "(Lisa) Okay." "I don't want to hear a complaint." "I don't want to hear it." "I don't want to hear it." "Send Rita." "I don't like dealing with angry, irate people." "I usually just refer them to Rita." "The four top over there, they would like to speak to one of the owners." " Oh, yeah, send Lisa." "I'm busy." " I tried, she said no." "All right, I'm not going anywhere." "Lisa should deal with complaints, because I don't handle that well." "I would rather just not deal." "(Announcer) The owners may have decided not to deal with disgruntled customers...." "It's all burnt." "(Announcer) But that doesn't stop the complaints from coming." "How is it going?" " Yeah, not really good." " Really?" "Very charcoal-y." "People are complaining about the food." "Lisa or Rita will not talk to the customers, and they get so pissed about it." "But it's very usual for me." "It's not like this is the first time I see it." "This is supposed to be medium rare." "It's well done." "(Gordon)" " Oh, no, no, no, no." "It looks like a bonfire." "Rita, when you see a bone that is thicker than the actual eye of the meat, it's like a dog chew." "My food is good." "I still think it's good." "How are you gonna get it to be medium rare?" "That's the question." "I mean" "Why are you on such a defense mechanism?" "Well, because even the customers complaining-- when they're right, I'll take it." "What I can't take is the garbage." "Wow." "Whoa, whoa, whoa." "What happened?" "Come over." "Cold?" "No, this one's actually hot in the middle." " What's wrong?" " They said it's cold in the middle." "I stuck my finger in it." " It's hot in the middle." " Let me see." "It's not warm." "It's still hot." "He tells me it's not, but it is." " That's cold." " No, it's not." "The way I am, like," "I'm gonna go over there and tell the lady, like," ""stick your finger in the ravioli and tell me it's cold now."" "I'm, like, ready to stab somebody." "Whose ravioli was this?" "It's table five, the four top." "Hi, who had these ravioli?" " I'm so sorry." "Hello." " Hi." "Were these yours?" "All of these ravioli, they weren't cold." "So I was just wondering" "I don't know, the one that I bit into was cold." "Oh, no, no." "This is definitely your plate." " Yes." " I took it right from the waiter." "Yeah, I know it's mine." "And I stuck my finger" "The one that she handed to me to eat was cold." "They're all hot, so I'm just curious" " They weren't-- weren't hot to us." " By that time," "I don't know." "So they were cold when they got here and then got hot when they came back?" " Just" " I'm just curious." " I" "I'm trying to understand why" "Uh, you seem like you're kind of not happy with me." "It's not that I'm not happy." "I'm just trying to figure out what's going on." "And they're all hot, so I'm just wondering" "Oh, my God." "Rita, to me, that was very, very unprofessional." "My apologies." "You've got every right to complain." "I think somebody's forgotten that customers are king, right?" "Yeah." "(Gordon) Thank you for your patience." "Thank you." "This is fucking ridiculous." "Well, let's see how many more complaints we can go on." "I think you're overreacting." "I mean, as owners, can anything bounce off you and get on with it or" " I'm still here." " No, no, no." " My skin is thicker than hers." " Barely, barely." "I feel like I'm in, like, a sea of devils." "I feel like he brought this upon us." "I thought you were going to come in there and help us." "And, like, everybody is complaining." "What do you want me to do?" "I mean, you're asking me to stop the complaints?" "You sound like a petulant teenager." "How so?" "Well, 'cause you're just on the defense." "We love the food here and we think it's good." "I'm gonna disagree, 'cause the food's not good." "I don't think my food is bad." "Am I in denial?" "I don't think I am, but I keep saying that my food is good, so that's, like, a sign of somebody being in denial." " Ladies, welcome." " Hello." "How was that, my darling?" "No?" "Let me just check." "What has happened to the chef?" "He's in the kitchen." "Do you wanna go see what he's doing?" "Wow, gets worse." "They're all open-- dead, dirty mussels." "Douglas, Rita." "I'm sorry." "What is he saying now?" "They're all-- they're all open." "They're all open." "And they're not clean, they're dead." "Lisa, the mussels are dirty." "And more importantly, they're all open." "What does an open mussel mean?" " It's dead." " It's dead, yeah." "So why are they in here then?" "So where are the dead ones going?" "(Lisa) In the trash." "Yeah, I know they're going, but when?" "Chef Ramsay's really negative and critical, and it's pissing me off." "I want him to get fuck out." "Let me tell you something." "Get rid of the dead mussels before we kill somebody." "Oh, my God." "(Announcer) It's two hours into dinner service and Chef Ramsay has now confirmed the main problem here at La Galleria 33, owners Rita and Lisa are in denial." "We love the food here and we think it's good." "The food's not good." "(Announcer) And to make matters worse, head chef Doug's practices in the kitchen are completely careless." "Dead, dirty mussels-- you could fucking kill somebody." "(Announcer) So Chef Ramsay wants to take a closer look at what is lurking below at La Galleria 33." "Rotten, gooey as fuck." "When the fresh onions come in, you'd think they'd get rid of the old ones." "They're rotten." "I wanna show more rotten shit." "I wanna show you something, quickly." "You always know a chef inside out when you look at his fridge." "(Rita) Okay." "What's happened over here over the last three months?" "'Cause they've been using onions, peeling them in here and leaving all the bits of shit in there." "90% of them soft as fuck." " Oh, puke." " Oh, yeah." "And look." "Have you any idea how long it takes for an onion to go that rotten?" " No." " No." " About two months." "I said to you earlier, I sensed that there's a lazy stream running through this restaurant." "I'm questioning Doug." "I feel like I've trusted too much that he would do the right thing without watching." "Oh, fuck." "Wow." "This one's just packed with frozen pasta." "What the fuck are they?" "(Lisa) Those are porcini ravioli." "(Gordon) Oh, my God." "Porcini, wow." "A frozen ravioli is not horrendous." "It's not." "Like, I've" " I've eaten frozen raviolis, it's not-- it's not that bad." "What are those?" " Those are cannelloni." " Cannelloni?" " Yes." " You are kidding me." "(Gordon) And who puts them together?" " Douglas." " And when's it from?" "I don't know." "Cannelloni, flat as a crepe." "Is this what your father was teaching him?" "(Rita) No." "Oh, my God." "What are they?" "The frozen meatballs that you've eaten." "Oh, they're the frozen meatballs." " Yeah, they're defrosting." " Wow." "I don't think you two should be running a restaurant." " Why?" " Why?" "Because I don't think you give a shit." " No, we do." " We totally do." "Honestly, if you were cooking at home tomorrow for your family," "I can guarantee you'd be cooking better food at home than you serve in your restaurant." "And what's shocked me so far since I've been here, no one has any pride in what they're doing or saying." "And you should not be running a business." "He's trying to point out all our flaws." "And he's being ultra critical about everything." "We're dead." "I'm sick of hearing it." "No, you can't do that." "I gotta get the fuck out of here." " You can't do that." " Rita." " You're the owner." " No, I can't." "I've had enough." "I'm just over the whole thing." "I just want to run away." "I'm out." "I can't do this." " This is humiliating." " All right." "I'll have him just do the yelling to me." "No." "It's not that, Rita." "Douglas is dropping chicken on the floor." "People are complaining." "It's a bunch of shit." "I didn't sign up of this." "I'm not doing this." "I'm just not fucking doing it." "It's ridiculous." "He's a douche bag." "He doesn't want to help us." "I don't think you should call Chef Ramsay a douche bag." "(Lisa) He doesn't care." "His eyes are on us." " His eyes are on us?" " Yes." "His eyes are on us." "I don't know what you're talking about." "Rita's riding this wave of like," ""yeah, Chef Ramsay is right."" "I mean, I'm happy that she thinks this was all worth it." "I'm out of here." " I'll do it by myself." " Where's Lisa?" " She left." " She's leaving." "Lisa, you go, I'm going." "I didn't sign up for this." "Well, I don't give a fuck what signed up" " Mr. Ramsay, I didn't sign up for this." " Let me tell you something." "You walk out, I'm out, straight up." " Okay." " I've had enough." "I want him to get the fuck out of here." "I want him to leave." "He's in my space." "None of you give a shit." "That's bullshit." "It's bullshit." " I care." "I care." " You care?" " Yeah, I do." " What, by wiping the ass of a chef like that?" " He dropped a chicken on the floor." " Listen, listen." " He picked it back up and started cooking it." " Yep, I get that." " Well, you're just making excuses for him." " We're not serving that." "No, I don't give a fuck about him." "I don't even like him." "If I didn't see it, you would be fucking serving it." " No, he would not have." " Are you deluded?" " No, I'm not deluded." " How do you know he wouldn't have served it?" "Well, I know he wouldn't have." "So why was he cooking it then?" "What the fuck do I know." "He's nuts." "If you take off, I'm going as well." " You go, I go." " Okay."