Rollin' in the Dough since 1990!
I will start with the only positive and that is the pizza was pretty good. The fact that it took nearly 1.5 hours to get a pizza was absolutely ridiculous.
We chose this restaurant based on 105 reviews with a solid 4 star rating. I didn't learn until later that there have been recent changes to the restaurant and those ratings were no longer accurate.
Upon arrival we were told 10-15 minutes for a table which took over 40 minutes to actually get seated. We ordered a pepperoni pizza, a chicken parm dinner without cheese (lactose intolerant) and an order of breadsticks. Breadsticks camed out in less than 5 minutes. Server came to the table several times over the next 40 minutes to keep making excuses and apologizing. A few minutes later he came out to say the chicken parm just came up to the window so the pizza should be done any moment.
Another 15 minutes later and the server was again apologizing that the pizza was not done. He said the business owner and kitchen manager were both aware of this fiasco and working to make it right. At approximately 1.5 hours after placing our order it was served.
The server came to the table a few minutes after being served to let us know our bill was being discounted 40% for our troubles. I had to tell him to take my chicken parm away because the kitchen let this thing die a miserable death under the heat lamp and the cook had obviously added cheese and then tried horribly to remove it.
After all this we were given our check with 40% off but still had the chicken parm on it. I told the server to please remove it and when he came back he advised me the owner has decided to not charge for anything because of the experience.
The lack of customer service is mind blowing... the manager, kitchen manager and owner never once came to the table to apologize or to offer anything else like more breadsticks or anything else. The server, while he meant well, really has to learn that he works for the establishment so telling us that it was not his doing and he can only do so much is not good customer service, it is just trying to protect his tip (which he did get because I do realize it was not his fault).
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Lillian's Pan Pizza
- Sun - Sat: 11:00 am - 10:00 pm
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