Luciano's Italian Brick Oven — Restaurant in Adams Township

I am sad to write this review because we frequent Lucianos in Mars once or twice a month. We have NEVER had a bad experience there until yesterday. We made reservations to celebrate a birthday there & at the end of the day, it was the worst experience ever. The servers were unfriendly & combative, service was slow & we had to go to unoccupied tables for salt, pepper & cheese. Service was so slow we ended up clearing our dishes to a vacant table so we could enjoy our cake. Some of the food that was ordered never arrived & some was incorrect. Some of the bills were also incorrect. The worst part of a bad experience was when the owner approached us with a very defensive attitude toward her servers saying we had them all upset about our comments plus she had received a phone call from someone who had left our party. She went on to blame us for the behavior of her staff & said Lucianos is a family restaurant & they try to keep the prices down so families can enjoy their food. She tried to explain that the one server had some personal problems which was the reason she was unfriendly. She also explained it was a holiday & servers called off & she had been in the kitchen cooking all day. I understand everyone can have a bad day but it's unfortunate that the owner & staff had one all on the same day. It seems to me when you own a restaurant, you wear many hats & fill in where needed, you make sure your servers are friendly & competant & your guests aren't made to feel like they've done something wrong. She said we came in there acting like we were taking over...I guess that was because someone came early to set up a picture collage of the birthday girl with a birthday cake & balloons. I've been in some form of customer service my entire working life & learned the customer is always treated like they are right even if they're not. Never have I been taught that an owner defends the staff for being rude, insulting & offended by comments customers made that were true. The apology we got was that they weren't perfect & neither were we. I am pretty sure that statement did not constitute an apology & only made things worse. I would have given this vist a minus star rating but i didn't have that option. There are so many restaurants to patronize & enjoy the dining experience that I can say for 22 of us, Lucianos will no longer be on our "fav" list. I guess if your restaurant is thriving, you can afford to lose 22+ people and not...

I have to give it a 3 stars because I'm conflicted between two major precedents.

Food: I absolutely love the pizza's here. I've been to Luciano's about 60+ times now, and I would love to try more things on the menu. But the pizza is just so remarkably good that I cannot come without ordering a pizza. I've had their stromboli's, calzones, pastas, and subs as well. Sure, they're good enough. However the pizza (gyro especially) reigns supreme, and this is the ONE reason I have been loyal to this restaurant.

Service: I am disgusted by the service every single time I come here. I used to come here with hopes of having a good service experience, but I've given that dream up long ago. However when you come to this location as many times as I have you start to notice patterns, and begin to deduce reasons why this is happening. The truth is that this is Cranberry, and if you're not an old/middle aged group/family, then you're viewed as if you were a poor college student. I'm pretty young so I've seen this happen enough times. Go out with my family and we get incredible service. Go to that same restaurant with my friends, and we can't even get a single refill on the drinks we pay for. I've never seen a group of waitresses so blatantly guilty of judging their customers in this regard at ANY restaurant in my entire life. Never is my group loud, belligerent, or rude. Just regular young adults being neglected because the waitresses assume we are poor college kids (which is not true), unlike their older customers. Basically they're serving their own interest, and not working for the restaurant.

To the manager I hope you read this, and can address this to your staff. Because it is happening, and it's disgusting.

That said, your food is awesome, bravo to the...

Used to be one of our family's favorite restaurants. Dinner tonight will result in us not returning in the future. My wife was served raw chicken. Not pink, raw on the inside. It looked like seared Ahi tuna looks. The waitress knew what the problem was without our saying as soon as she saw it. The waitress handled it properly by apologizing and offering something else. We refused and she informed us that she would take it off the bill. So far, no issues. As my daughter and I finished we waited for a manager to come over to apologize or address the situation. It didn't happen. I paid and we left. My wife called to speak to the manager after we got home. The manager said he's 50 years old and has a lot of restaurant experience and said my wife was being melodramatic. He asked if maybe it was pink, not raw. Seriously?! Is that any better? He asked what she expected him to do about it and she said maybe an apology and to quit arguing with her about whether or not it was an issue. He said he and the owner were on pizza tonight and can't be responsible for everything. Really? The manager and owner aren't to be expected to be responsible for a customer being served raw chicken? He then hung up on her. I called back and he immediately verbally attacked me and hung up on me.

Lasagna is good, pizza is just ok, food can be expensive for what you get, chicken is raw, management sucks. The family members of this family owned restaurant should be ashamed that their...