Villa Pub & Grill — Restaurant in Burrell Township

Worst: Meal Service Owner Ever. My party (7 adults, a 2-year old, and a 3-year old) arrived at this establishment at 6pm. At the time of our arrival, the restaurant was not full, there were two waitresses on staff, and we were able to be seated right away. There were approx. three parties ahead of us that I could see who had not yet received their food. Our waitress came and took our drinks and food order promptly. All was well.

As we waited for our food to arrive, the place began to fill up. It took an hour and a half to get our food, during which time our waitress checked in on us one time. Meanwhile, I see her waiting all the other tables in her zone as well as the bar. The other waitress, who was serving the tables around us, came by her tables at least four times. I’m not one quick to anger in situations like this. I thought to myself “no biggie”. The place was packed and they were obviously understaffed. I was even trying to talk down my brother-in-law from berating our waitress for the service. I thought it wasn’t her fault.

Again, we had two toddlers who have the attention span of a gold fish, the temperament of a grizzly bear, and the lungs of Ariana Grande. An hour and a half is an eternity with little crazies like that. So things were going great...

Plates began to arrive—cold fries, luke warm wings, cold burgers. Guess whose meals came out very last... the toddlers’. It was clear, 20 minutes later, that their meals had been forgotten. What extravagant meals did they order that took almost two hours to arrive? A handmade paella? Perhaps slow roasted, eight hour pot roast with made from scratch gravy? Nope.

Chicken fingers and french fries.

At that point we wanted comped for the tenders and cold fries, but in no way were looking for free food. We just wanted fair treatment and proper customer service for what seemed like negligence on the count of us not being regulars. We asked for the bills when we received our meals and 30 minutes later, we were done eating just wanting to leave.... no bills. We eventually were able to flag down the other waitress to ask her to tell the other waitress to deliver our bills so we could get out of there that night and not in 2018. When she arrived with the bills 15 minutes later, everything was in chaos. We were charged for things we didn’t receive, overcharged for things that were on special (the wings), and charged for items that were told would be comped. I hate to be that guy, but it was time to speak to the manager or owner.

Our waitress goes to fetch the owner, and she approaches a gentlemen at the bar who, up until then, I thought was a patron because he was drinking and talking to customers. He comes over to me and my brother-in-law. I was calm when I first started telling him what was going on. I wasn’t even able to get through half the story before the owner interrupted me to tell me that they are busy and that I should expect the service to be of lesser value. I explained to him that I wanted to at least finish my peace before he tried to tell me I was wrong. Once finished, the owner patronized me and said “are you for hire? You sound like a professional restaurateur.” He also told me that it was my job to ask the waitress for boxes to which I told him she was not around for me to ask. He doubled down and told me I should have grabbed the other waitress while she was flying around trying to serve all her tables to ask her for a box. He then sauntered off to fix our bills leaving me seething.

I get that you can’t always predict how busy you’re going to be on a particular day. I understand that it’s not the waitress’s fault and that service will lack when understaffed. What I don’t appreciate is watching an owner drink at his bar while his servers struggle to stay afloat, patronizing me when I try to explain my grievances, and then telling me I should have done more to alleviate the situation. Customer service was completely lost on this man and I feel terrible for his staff. Take responsibility for your failures and be proactive in...

I've had good experiences here previously, but it seems to be a coin flip between great or terrible anymore and this will be the last time we order from the Villa.

This most recent experience having been the worst overall is the nail in the coffin for me. In the past we have dined in in large groups for family gatherings and have placed big orders here- one time we ordered in advance for my daughter's birthday party 3 of the 30 cut party pizzas- only for each one to have been burnt black. $80-90 something dollars on pizzas that were inedible causing us to drive back wasting gas and our time as all of her party guests went hungry seemed a bit ridiculous to me but at that time the Villa was prompt in correcting their mistake and we obviously enjoy their food when made correctly.

This time, at 4:45pm we ordered one 30 cut pizza half plain and half pepperoni, banana peppers, and a quarter of the pizza with sausage on it. Unfortunately the ordering process was a grueling one, I initially called for prices on 2 different size pizzas and the phone was answered and I was greeted only for the server to not quite hear me, start telling me they have traditional pizzas in x y and z cuts, and then promptly place me on a few minutes hold without answering anything for me. The same server picked the phone back up, said yeah if you want a recommendation the sweet thin crust is really good and I had to reiterate that I wanted to know the price of a large and the number of cuts it was as well as the cost of the 30 cut pizza. The server did answer those questions, took my order, and advised it would be 45 minutes.

In the past we would walk into the bar, they would serve us our pizza and wait for us to open the box to confirm the pizza was correct and made well. They no longer do things this way apparently and there is quite a bit of difficulty opening the pizza box for a 30 cut pizza inside of a vehicle, so the pizza comes home- a 15 minute drive- before it's opened.

We find a burnt black, half plain half pepperoni and GREEN pepper pizza with exactly 3 slices that have sausage on them.

We call back immediately. The same server answers. More difficulty on the phone but it is agreed in this call we will bring the pizza back and have it remade.

We wait about 20 minutes before getting on the road again- 15 minute drive to the Villa from our home. Over half way there the Villa calls us back to say that management will not allow the pizza to be remade without returning the incorrect pizza. So about 30 minutes from the call where our SECOND pizza was to be made and in the oven already and the pizza isn't even started.

Needless to say we had to sit and wait for them to fix their mistake which gave us a lot of time to talk to 'management' and discuss how it is now literally almost 2 whole hours from when we originally placed our order and we are STILL waiting and this is when they inform us that in the original order we were also never charged for the sausage on the pizza, so as a courtesy for our inconvenience they won't add that charge on to our original bill we already paid for AN HOUR ago.

Sayonara The Villa, this will be our last order unless you are determined to save customers who at one time greatly loved your...

Ordered take out and was told 25 mins. I arrived in 25 mins and was told by the female employee at the window she never put my order in and that it would be 15 mins if I wanted to wait (mind you there were about 6 cars in the parking lot, not busy at all). I told her i would wait and understood that things happen sometimes. 15 mins later my food was ready. I took the said food home and found that the pizza was raw, the fries appeared to be dipped in oil and not even close to being cooked. Returned back to the restaurant for a refund and was met at the window by the same female employee who asked what was wrong with the food. I told her it wasn't even close to being cooked and that I would like a refund and needed to speak with a manager. I also told her to open the box and look for herself. The female stormed off like a child and stated loudly, I dont have time for this. The female returned and I again tried to explain to her about the food, she said she wasn't talking to me that I could speak with the manager like I asked. A manager came to the window, I explained to her that my initial order was never put in, I waited an additional 15 mins for my order and found everything not be to cooked when I arrived home. She explained to me she couldn't issue a refund because she "didnt know how." I asked then who does? She stated he wasnt there and was unsure if he even knew how to because I paid with my card. She said she could only give me a gift card. I told her I did not want a gift card and that she can give me a cash refund from the drawer. I was provided the cash refund. The manager looked at the food, never apologized and walked away without saying a word. This place has extremely poor customer service, management and lastly food. I wouldn't feed my dog their scraps from their dumpster, he would probably get diarrhea from it not being cooked. (The review wouldn't allow me to give zero stars that's the only reason for 1 star I...