La Luna Express Upper James — Restaurant in Hamilton

Have been coming to this place a long time. Love the food, But....

We recently wanted to place an order for pick up and when we called no one will answer the phone. So we had to go in to see if they were even open. They were in fact open but for some reason they were not answering the phone. Even when we were there the phone just kept ringing. My guess this is because of all the food delivery couriers that were there as they need to fulfill those orders. Why have these companies taken over priority to a customer who is dealing with them directly?? Not very good customer service when all your trying to do is make the courier companies happy. When we went to the counter to order I was asked if I had an order to pick up. Clearly they are asking what company I am with as they don’t answer the phone for regular customers to order. When I said no I have not placed an order yet the girl just said “oh well then you will have to just wait”. What?

The food, I have been eating the Fattoush salad here for years and I always valued the portion you receive. This time there was hardly any chicken in the salad, almost no lettuce and so much red onion that that’s all it tasted like you were eating. I asked for extra pita chips on the side and when we got home there was none.

I’ll be honest, customer service has always been lacking here, from the rude girls at the cash to the very grumpy looking man whom I have never seen even remotely smile that makes the food. This has been ok for me as it’s more of an in and out type of place but follow that up with a poor experience with the food and missing items. I will...

We used to go to this location 2-3 times a month. The food is great but one of the staff members is absolutely horrible. I’ve seen her be rude to other customers and even other staff members. On one particular occasion we ordered our usual, a mixed shawarma platter (half chicken, half beef) and after arriving home we realized that they only put chicken. This has happened before so we called them and they said to pick up the beef. I got to the store and told this lady the story. She didn’t say anything and just pointed to the counter. Then after I picked it up she muttered under her breath, sorry. I told her this wasn’t the first time this had happened, to which she replied, it’s not like we do it on purpose. I said I know that, but maybe there’s something wrong with your system, to which she replied “or you could just go to another location.” Very rude and completely uncalled for. I wasn’t being angry or rude so I don’t know why she felt the need to behave that way. Anyways, we haven’t been back since and have happily been going to the other locations. Same with our friends and family. Just thought I should let the owners know that this staff member of yours is deterring customers. Don’t remember her name but it should be pretty obvious since she seems miserable all the time and all the other staff are...

Food is good staff is friendly .my frustration is about the constant missing sauce, I can't be the only one...can I?? I always place my order via phone to save time,this time I had to wait 29mins after I arrived, even though I called at 4 to be ready by 6 They wrap the bags so good it's not easy to check when you get your order and it's busy to hold up the counter...I even try confirming multiple times: at time I place the phone order, When i arrive to pay When i retreive my order to when they hand it to me...I even try to watch I have caught it a few times...but sometimes have been met with "yes we know extra sauce, or that's not your oder" I have multiple times had this problem, I ask for extra sauce and I get none I've asked for sauce on the side, I get none This time I had to pay for extra garlic sauce which is fine, but I got Tahini, I called as I was annoyed I had to pay and didn't even get what I paid for, they offered me a small salad, I don't really want anything, just what I ask at the time I order. This has over time caused me to reduce the amount of times I eat here, just the frustration on a simple thing, to me it's not the same without sauce, and I...