Rachetti's Cafe & Pizzeria - Georgia — Restaurant in Braselton

I’m writing to share my frustration with my recent visit to your restaurant. Unfortunately, this is the third time I’ve had issues here, and it will be the last visit we make.

I arrived at 5:03 p.m., and there were only three people at the bar, with my guest and I being the only others in the dining area. We placed our order at 5:12 PM. Shortly after, a family of three came in around 5:15 PM and was seated behind us, even though other booths would have been a better fit for both parties.

The family ordered a few minutes after sitting down, and by 5:30 p.m., we still hadn’t received our food. The waiter came out of the kitchen with two plates but passed our table and served the other family instead, telling us that our food should be out soon. We had ordered 15 minutes before them. When I asked what the delay was, the waiter said, "I don’t know, there were a lot of online orders that came in." But during our visit, only two customers came in for pickups.

Our food finally arrived at 5:47 PM, after a 45-minute wait. While the food was hot, it was clear that it had either just been cooked or reheated. My son had spinach ravioli, but the alfredo sauce had separated, leaving the cheese on top and the oil floating on the water that hadn’t been drained. It looked like curdled milk. I had the burger/patty melt, which was fine, but considering the wait and the state of the ravioli, it didn’t make up for the experience.

To spend an hour at your restaurant with only a few customers and wait so long for what seemed like reheated food, especially when we were charged $36.02, was really disappointing.

I hope you’ll take this feedback seriously and improve the service for future customers.

Edited due to response...

Thanks for your response, but I have to say I’m still not satisfied with the excuses and lack of professionalism in your reply. While I understand the restaurant "may have been busy" for an ill-prepared establishment such as yours, unfortunately, the timing and overall experience didn’t live up to my expectations.

First, you claim my drinks were ordered at 5:12 and my food at 5:22, but I still had to wait an unreasonable amount of time for my food. A 21-minute wait for a simple order is too long, especially when the restaurant wasn’t exactly packed. The fact that you had 7 in-house orders when there weren't seven people in the restaurant still doesn't explain why the service was so slow.

As for Alfredo, I don’t think the butter separating should be excused as easily as you’re making it sound. That’s a basic issue that could have and should have been noticed before it was served by any server or cook with the slightest knowledge in the food industry. I understand you said I could’ve sent it back, but I shouldn’t have to. If the food was prepared properly, that wouldn’t have been an issue in the first place. The fact that it was served like that shows a lack of attention to detail and quality control.

Lastly, while I didn’t specifically say the food was reheated, it certainly didn’t feel fresh, and honestly, that’s how it came across. I ate most of my plate, but it wasn’t because I was impressed with the meal. Yes, I ordered a 1/2 pound burger medium well. Typical I would have chosen a medium, due to the less than sanitary appearance of what I could only assume was the cook sitting in the dining area, I chose to play it safe.

I am quite pleased that you care enough to review the video of my experience. I am sure you also noticed the looks of displeasure from waiting ten minutes for beverages, "21 minutes" for food and the disgust when the subpar alfredo reached the table.

I’m not asking for excuses, just better service and higher quality for future patrons. At this point, I’m not willing to return unless there are noticeable improvements.

Best, Jimmy

Please stop blaming your customers for your inexperience in the restaurant business. 2.7 seven stars out of the last 21 reviews over three months, does not seem like...

Part 1-When we went to get our pickup order that we placed an hour prior (due to it being a deep dish) we were left there waiting for our food another 35 minutes...get home and the order wasn't even correct. The pizza that we were told takes an hour to make ended up being a flat crust supreme! The rest of the order was correct except the pizza that had us waiting an hour and half for. Called to get a refund but good luck trying to get in touch with the owner. And when you finally do all he wants to offer is in house credit! Sir, why would we return?! Don't waste your money, they are not a "Let's keep the customer happy and coming back" establishment.

Part 2- The audacity of this owner and his response to my review trying to make me sound like I'm an idiot....yes, we went to YOUR location and yes you did speak with my husband. Believe me if things were made right that night, I wouldn't be leaving this review.

PART 3- Love the blame game you have going on...we use to be frequent customers and always ordered the same order everytime. The deep dish was my husband's pizza to himself so the "miscommunication error" was not on our part by any means. And if we did just simply order a thin crust then our quote time to be ready wouldn't have been 1 hour sir. Then he gets there and our order wasn't complete and I completely forgot to mention our garlic knots were missing hence the reason we also waited an additional 30 minutes there at your restaurant for those so by the time we get home everything besides the garlic knots where cold! And then of course the surprise not a deep dish but a thin crust too boot! We told your employee we were not interested in a credit or free deep dish on our next visit because we had no intention on ever eating there again. You never offered a refund like you are stating or I wouldn't be doing a part 3. Instead of blaming us or your untrained employees you could've been the responsible owner/manager and done the right thing...but oh wait sorry you were too busy to come to the phone on multiple occasions and days that we tried to call you to get this made right. Your late response to my review since this was 2 months ago is a little too late, we have no interest in a store credit or cash refund anymore or to keep entertaining your need of your "not in the wrong validations" please just move on as we did too our new favorite pizza place and just do better for your customers...

So this is going to be a long one.

The first time I went with my family it was great. I understand that this a new restaurant with new staff so although the service was a bit slow and clumsy my group had a good time. The thin crust pizza we ordered was nice and crisp and the pasta salad that we ordered on the side was fresh and tasty. The waiter that served us was friendly and did his best to make sure we had a good time.

Then, about a week ago my family decided to celebrate a family member's birthday here. When we came in around 5 PM it wasn't crowded at all. Besides our group of 7, there were maybe 2 tables seated. We ordered a 20 inch deep dish, 20 inch thin crust, and a pasta salad. The bread sticks and pasta came out pretty quickly but the pasta itself was undercooked. 25 minutes passed and the waitress (busy serving the other two tables I guess, even though there were other servers?) constantly was forgetting our requests for refills, and kind of had this attitude, that we weren't welcome. 40 minutes had passed and even though we were starving at this point we decided to give them a pass as it is a newly established place, but we gently reminded them of our order asking if it would be out soon. By this time the place had filled up with lots of other guests who's orders were already being served when we'd been sitting for 40 minutes, our appetizers long gone. An hour had passed and our pizzas arrived. The thin crust was clearly burnt, as the vegetables were darkened and hidden underneath the burnt cheese. When I asked about it to the waitress, she told me, "This is how our pizzas are." What a way to rep the restaurant. Eventually we were able to get that pizza taken off our ticket and we all sat there chewing on an overcooked deep dish. Happy Birthday I guess.

Anyways, thats the experience I had at this establishment. Why settle for less here when there are plenty of well established pizzerias...