Luigi's Pizza — Restaurant in Clarksville

Luigi's warns you when you place your order that delivery can take up to an hour. Fair enough, but their service has gotten worse and worse with no explanation. It's turned us off of a restaurant that we used to love. This is hands-down our favorite pizza in town and we are regular customers and always tip the drivers. The last few orders have come over 2 hours late and that is just unacceptable--Google Maps says we live only 1.8 miles away from the Lowe's store!!! There is absolutely no excuse for this. Last time the delivery driver rolled up to our door with a piping hot pizza and said they "lost our order" and had to remake it, but no one called us to let us know. Tonight, we waited 2 hours again before finally calling the store and politely asking to check the status of our order. I was juggled around on hold and then fed the explanation that the online system was "acting funky" and our order was coming fresh out of the oven right at that moment. That took another 30 minutes to be delivered, so it seems to me that our orders have been ignored at least twice by this Luigi's. Whether it's the employees' faults or the online system acting up, it's really disappointing to wait 2.5 hours for your food and then not even receive a refund or some kind of compensation. Really bad customer service that's just pretending to be good.

Edit: For the record, I don't fault the drivers. They've all been very kind and apologetic for these mishaps. The problem is that the order never leaves the...

So I don't usually leave reviews but there was just no way I could let this one pass. I ordered a pasta for pickup around 8:30pm and was told via the site it should be ready about 8:54, knowing it was Saturday night, I expected it to be busy so I was perfectly understanding the time. 8:50 came around and I went in to check in just in case it wasn't as busy. I checked in, they got my name and checked the warmer and said my order was still in the oven which is totally okay. I waited and waited until 9:15 when they asked my name again and checked the warmer, once again they didn't see my order. 9:30 came around and they asked my name again, when I told them my name again, they asked if it was under a different name and of course I said no because I only have my one name I used. Then after they came back I told them I only ordered pasta and that was it, only pasta. By this time everyone who came in after me had already gotten all of their stuff and had left. They checked once more about 9:40, only to find out the pasta bag had been sitting there since the second time they asked for my name. It was there the entire time, the employee proceeded to tell me that they only looked for the pizza, which I didn't order any pizza so ofc they wouldn't have seen my name! Anyways, I'm usually very happy ordering here, but that was a bit ridiculous. Definitely not ordering pasta...

Luigi’s has lost my family’s business over something honestly ridiculous.

Before the recent tornado, we ordered from the Ft Campbell BLVD location typically two times a month (sometimes more!)- it was OUR favorite go-to and they were so accommodating and helpful when it came to them leaving a small section of pizza cheese-less for my toddler who is on a dairy free diet. Not once did I ever have a problem, in fact, I remember one time one of the team members measured it out and went above and beyond to make it PERFECT- It had really touched my heart.

But the Lowe’s Luigi’s manager was adamant they could not leave less than half a pizza cheese-less. It didn’t matter the size whether it’s a Texas sized, a Large, a medium, etc. I couldn’t ask for a couple slices or 1/4 of it to not have cheese on it. It does not COST them anything to leave a small portion of a pizza cheese-less. (What is the point of Prep Notes/Instructions if you can’t actually make any requests?)

And my child is a toddler- with a small stomach- they do not need a half pizza or a whole pizza for themselves.

Customer service and accommodations are a 0. And the manager did not offer any solutions besides saying, “They weren’t supposed...