Raccolto Pizzeria — Restaurant in Halls Gap

Last weekend, I decided to get dinner from this place, and honestly, I can’t complain about the quality of the food. The pizzas are excellent—so good that on Sunday, we decided to go back. I wasn’t even in the area, but my previous experience was so positive that I went out of my way to pick up another order.

I checked Google, which showed that the restaurant was open. I even called to confirm, but an answering machine instructed me to place online orders via the website. I followed those instructions, paid for my order, and headed over, only to find the restaurant closed upon arrival. This was extremely disappointing, considering the effort I made to get there.

A staff member kindly came out to explain the situation and connected me with the person in charge, which I appreciated. However, the overall experience was quite frustrating. It’s a simple fix to update the hours on Google and provide accurate information on the website. This would have saved me time and inconvenience. I hope they address this issue soon to avoid similar situations for other customers.

To make matters worse, I did not receive a refund until Tuesday, and only because I sent a message to follow up on it. It was only after my message that they processed the refund. This lack of proactivity and communication is disappointing, especially considering that they charged me for an order I never received.

On a personal note, I love the Margherita pizza, and the touch of basil is essential for me. When I ordered it before, it arrived without basil. I asked about it and was told they didn’t have any. It would have been nice to know this beforehand. A simple acknowledgment of the issue, an apology for missing such an important ingredient, or even an alternative solution would have made a big difference. It’s about the customer experience and managing expectations.

The food is great, but the service and communication need serious improvement. I genuinely hope they work on these issues, as I’d love to continue enjoying their delicious pizzas...

We were highly recommended to try the wood fired pizza at Raccolto Pizzeria by the Horsham information centre. We went to pick up some takeaway pizzas today and was very disappointed with the service. Website showed that online service started at 4.37pm We ordered at 4.38pm Website confirmed the order and the takeaway was at 5pm. I went to pickup the pizzas at 5pm but the female staff told us to wait and she would bring it outside where I was waiting. She knew my order and who I was. I waited for 30 minutes and decided to go inside to check on my order. At this time the diners who arrived after me had already finished their pizzas. I asked the same female staff and without any apology for the delay she went inside the kitchen to check my order. The yellow receipt was still hooked up in front of the chefs. She came out and said there is no beef. I said I was just waiting outside and you should have told me. Another taller female staff defended her and said that they tried to ring me. There were no missed calls on my phone. I said I was just standing outside and the taller female staff said she didn’t know your name. I said she knew that I was waiting outside as she said that she’ll bring the pizzas to me. The taller female staff said that it will take 2 minutes. At 5.44 pm the taller female staff finally brought the pizzas out after 14 minutes even though she promised 2 minutes wait. She didn’t even bother to apologise and I told her that the kids are hungry and left.

Why all the lies? A simple apology would have sufficed. To the owner- I know this will just be another ignored review but hope you will read this.

We should’ve gone somewhere else for dinner. Don’t believe the reviews that you...

My second ever review, but I had to write it. Very disappointing right from the start. There is a sign, as you enter, saying "wait to be seated". The waitress was standing behind the cash register and did not bother to come to us. I walked up to her and told her that we had a booking. She showed us the table, gave us the menu and said something very quickly. We went and sat down and waited for someone to take our orders. Then, realised that we had to go to the register and order it. 3 pizzas, a garlic focaccia and 2 soft drinks for $108, which included 15% public holiday surcharge. Then, the waiting time began. Waited for more than 50min. Food was served. Could not taste the garlic in the garlic focaccia. How expensive is garlic? All pizzas almost tasted the same, BREAD. Could not even taste much of the sauce. Toppings were ok. They claim it is Italian style pizzas. I think they should go to Italy and taste their pizzas. We had to go and grab the water bottle, glasses and plates ourselves. After we were done, I went to wash my hands. No papertowel in the common washing area. Went to the men's toilet. There was a very small bin for used pape towels. See photo I've seen a few replies by the management in the reviews about being short of staff. When you charge this much for pizzas, you have to provide...