Puccini's Pizza Pasta-Carmel — Restaurant in Carmel

At Puccini's in Carmel last Saturday was my second time at this restaurant. The very first time I was not pleased with my dinner at all but the customer service part was perfection! One server on the floor, and she handled it like a pro! The second time which was last Saturday my mother and I went to Puccini's to give it another try, I ordered the lasagna and had a side salad with blue cheese, the salad was enormous in size, the dressing outstanding! The garlic bread that comes with the dinner again outstanding bread! That Saturday the restaurant was very busy, our waitress was kind of a tall girl with a bun on top of her hair, you could tell she was somewhat flustered because of her Rush Hour, the salad came and the bread came, and then the lasagna. She put everything down on the table my mother's mail first, and then mine and did not at all state that the dish that the lasagna was in was hot, I went to pick up the dish because there was a cocktail napkin underneath the dish and I wanted to move it, I burned my middle finger severely, and then I went to go take a bite obviously not thinking about the food being so hot because I just burned my finger, I wasn't thinking I want to take a bite and it burned my tongue severely! I told the waitress about the problem, and she stated I just would have thought that everybody would have known that the lasagna was hot I was literally floored at that response, of course the lasagna is hot but she failed to tell me how hot the dish was, I could not enjoy my dinner because of my burned finger and my severely burned tongue.

I would love to give Puccini's a third try, every great restaurant deserves a second chance and sometimes it's third. I just hope that this message gets to the right people so that customers can be forewarned about something so serious as a hot dish.

I gave the rating of three stars, I want to give it a one star so this gets noticed, but I do have to state that the food is outstanding so unfortunately because of my finger and tongue that got burned I had to give it a three-star rating.

Sincerely, a concerned...

I recently had a very disappointing experience with Puccini’s Pizza that I feel compelled to share. I placed an order over the phone, requesting a medium sausage pizza and a large pizza with half cheese, half mushrooms, and black olives. The gentleman taking my order repeated it back to me, and I confirmed it was correct.

Due to the heavy rush-hour traffic and construction work on the east side of Indianapolis, I was in a hurry to get home after picking up the order, so I didn’t check the pizzas. When I got home and served the pizzas to my guests, I was shocked to find that the pizza that was supposed to have mushrooms and black olives had broccoli and mushrooms instead.

When I called to inform Puccini’s of the mistake, a young girl answered the phone. Unfortunately, she was not attentive and I had to repeat myself multiple times before she put me on hold to speak with a manager. When she returned, she offered me a discount on my next order, which I found unsatisfactory. I requested a refund for the incorrect pizza since I now had to find something else for my guests to eat as we were all grossed out by the broccoli on the pizza.

The girl’s response was incredibly unprofessional. She made a snarky remark, saying, “Well, I think a discount is appropriate and fair considering it’s only half of the pizza that was wrong.” This was said loudly enough for everyone in the room to hear, and they all expressed disbelief at her attitude. I then asked if that was the best they could do, and she confirmed that was all they were willing to offer.

I mentioned to her where I work, we often order from Puccini’s about 3 to 4 times a month, but it was clear that didn’t make a difference. I was left apologizing to my guests more times than the employee apologized for their mistake.

Overall, I’m extremely disappointed in the customer service I received. A simple apology and a proper resolution would have gone a long way, but instead, I was met with rudeness and an unwillingness to correct their mistake. This experience has definitely made me rethink ordering from Puccini’s...

We visited yesterday on a very busy Friday evening (6:00/6:30) and as busy as they were, we expected slow service. They had a full house and obviously many take-out orders to process. Servers and staff were hustling but having trouble keeping up. Dinner salads and bread that came with our pasta dinners were superb as always. I ordered the Rosemary Cream Chicken, which was a new dish for me. After several bites of the delicious sauce and pasta with sundried tomatoes and mushrooms, I started searching for the chicken that was supposed to be in it. Having never had the dish previously, I thought maybe it was cut up very small and I just hadn't found it yet. But no, there was NO CHICKEN!!! By the time our server was free to ask about it, I had already eaten about 1/3 of it. He offered to heat up some chicken and bring it out, which he eventually did, but by the time it arrived and I mixed it in, the pasta and sauce were already lukewarm. After a few more bites, I took the rest of it home, so we'll see how the Rosemary Cream Chicken with chicken tastes after reheating. In spite of both the sauce and the chicken being very tasty, it was a very disappointing experience! I know they were exceptionally busy, and I'm willing to overlook many mishaps under the circumstances, but how does kitchen staff forget to put chicken in a dish named "Rosemary Cream Chicken"???? We've previously had good experiences with both this Puccinni's and the one in Fishers, so we'll most likely give them another chance but will probably stick to...