Luma Kitchen — Restaurant in Hobart

We have been ordering from Luma for many years and enjoy the pizzas so I have tried to be fair with my ratings. Would recommend eating there or picking up, but be warned about delivery - we had had ongoing issues getting food delivered from here ever since they started using uber eats for deliveries. Tonight was the absolute worst to date. I accept that the delivery driver issue was not necessarily within their control but their response certainly was.

We ordered pizzas tonight (through their website, not Uber eats) a bit before 7pm, ETA for delivery as 8pm.

Around 8.10, being quite hungry and getting late, we called to enquire on an ETA for the pizzas, only to be given absolutely atrocious attitude by their staff member (Sarah?). I don’t know if she was having a bad night or what but she seemed very inconvenienced by our asking for an update on the order and kept telling us, in an awful passive aggressive tone that the order was delayed but that it was not Luma’s responsibility in any way as they were waiting on a delivery driver, as if that was the end of the matter.

When we asked, she confirmed that our pizzas were prepared and waiting but would likely be delivered ‘not as hot’ due to the wait time and basically seemed to suggest that it was inevitable and it was our problem to deal with - what did we want her to do about it? How long our pizzas had already been sitting on the bench waiting is unknown, let alone how much longer they would have sat there waiting for a driver. Sarah didn’t even seem to be able to reassure us that we would actually receive our pizzas at all..?

We tried to discuss what could be done, but not much was offered up other than us coming and collecting it ourselves, which we were unable to do. We tried to discuss why getting cold pizzas at an unknown time (if at all) wasn’t super great for us, but Sarah refused to acknowledge this in anyway. The general messaging was that it wasn’t Luma’s fault or their problem and that they didn’t really care what it meant for us as they weren’t responsible for it. We ended up cancelling our order and were left hungry on a Friday night, scrambling trying to find other options.

We would have been happy to wait it out with some kind of acknowledgement or reassurance as we know delivery drivers are difficult to source in the area. We would have been content just to have the delay acknowledged properly, the order confirmed as being received and that they would source a driver ASAP. But the awful attitude and lack of accountability here just made us not want to follow through. Whether it goes through Uber eats delivery drivers or not it and it’s outside of your control, it is still Luma’s problem to manage from a customer service perspective. The situation can still be explained nicely and politely.

It was a really unpleasant experience - its one thing if something is outside of your control as a business (which we accept and tried to be reasonable about as we know delivery drivers are an issue out this way) but its another thing to be awful and rude to people simply trying to order food off you.

I would still recommend Luma as we do generally enjoy it and consider the pizza to be the best in the area. But be wary of the...

I’d like to share my experience from the afternoon of 22nd November. While the food at this restaurant has always been great, the service I received that day made me very disappointed.

I came to this restaurant with my children at around 3:50 pm on November 22. It was not dinner time, there were only three customers in the restaurant. A chef was busy baking pizzas and another waitress was standing near the bar. After we entered the door, we found a seat by ourselves and waited for nearly three minutes before the waitress came over with a menu and asked me in a strange tone: "Do you want a menu?" This made me very confused - isn't the menu the most basic need when you come to a restaurant to eat? I didn't eat there, I went to another restaurant.

Even my child felt and asked why the staff member spoke so strangely to us. In the past, every time we’ve visited, the service has been outstanding. Usually, as soon as we entered the door, the enthusiastic staff would immediately greet us and hand us menus, water and glasses. But on that day, non-dinner time& not too many customers, the service was very terrible. I can't understand why we were treated this way?

I didn't dine that day, so I'm only commenting about the service on that day.

I sincerely hope that service is just an individual and not a reflection of the decline of the restaurant's overall...

We’ve been regular customers for a long time because the pizzas are amazing, but we’ve always overlooked the poor customer service. However, today was the final straw.

I went in to collect my order, and despite there being barely anyone in the store, I was completely ignored. The young blonde staff member at the counter had her back to me, arranging bottles, while all three staff members in the kitchen could clearly see me waiting. After standing there for quite some time with no acknowledgment, I finally said, “Excuse me, sorry, I’m trying to get your attention—I have an order to collect, please.”

She turned around, glared at me with a look of pure rudeness, grabbed my pizza (which was right in front of her), and handed it to me with another look of disgust before walking off—without saying a single word. I was so shocked by her response that I didn’t even know how to react.

I understand that customer service can be hit or miss, but this level of disregard is unacceptable. It’s such a shame because the food is genuinely great, but the consistently poor service makes the overall experience...