Famous Famiglia — Restaurant in College Park

While traveling through Atlanta International airport last Monday evening (02-03-2020 8:30 PM), I visited one of your restaurants in Terminal D. This location had about 4 slices of pizza randomly placed on the counter along with a couple calzones. I inquired if they had any in the oven coming out soon. The employee said, "in 12 minutes." So I took a seat to wait. About 15 minutes later the employee put pizza in the oven. In the meantime about 20+ potential customers came up to see what was available. Most walked away. All employees were complacent and did very little to even acknowledge any approaching customers. Finally after 30 minutes the employee removed a cheese pizza. Apparently a customer had prepaid for a slice, she approached and said she had ordered a pepperoni slice. So he cut a piece of cheese pizza, stuck 4 pieces of pepperoni on it an put in in the oven. Then proceeded to remove an entire pepperoni pizza out of the oven, reached in to take her slice out. She said she would rather have pizza from the actual pepperoni pizza just removed from the oven.. Without a word, he took the slice he added pepperoni to and literally chunked it into the trash. She did not seem well pleased. A few customers came up before I got to the counter and ordered a couple slices from the freshly made pizza. There were two pieces left when it was my turn to order. I ordered one slice, the employee could not cut it with the pizza wheel so he jabbed his fingers into the slice to separate the two pieces. Not too appealing. I went to pay and they did not take cash????? I saw about 4 different employees milling around, mostly in the back during my observations there. None greeted customers nor did they seem to give a sh%#. A terrible first impression...

This was one of the worst customer experiences I've ever had. I originally walked up to the restaurant since I was hungry for a slice and my flight was leaving out of the T concourse so, it was convenient. As soon as I walked up to the glass, I received glares like I was an inconvenience to serve. A sharp tone from the young woman who helped me followed. I asked for a chicken and broccoli slice and continued to walk up to the cash register. There was a lady in front of me that had just payed and the cashier woman told the lady to "Please move, so this man can pay" in a condescending tone.

As I told the cashier the type of pizza I ordered, I asked, "Could I get a fountain cup for some water from the fountain?" She bluntly told me, "No, there aren't any". I insisted, "What about those cups?". I asked this as I pointed towards three varying sized stacks of Pepsi fountain cups right in front me. She said, "No, those aren't for that. You can either pay for the fountain drink or buy bottled water". I said, "You're joking, right? She said, "No, you can talk to my manager right there if you want to."

I decided it wasn't worth the effort. She had obviously been directed by her manager as company policy to refuse these requests in order to get the extra three dollars for the fountain drink or bottled water. Instead of argue, I just turned around and picked up my ridiculously overpriced, bland, heat-lamp pizza, and walked away. All in all, the pizza was terrible and the customer service was worse. I easily could have dealt with everything, but the refusal for a five cent fountain for some tap water was...

First, the credit/debit card system went down almost as soon as the restaurant opened, so a few customers who had been waiting, but didnt have cash walked away. I saw one person return.

Next, a customer in front of me asked the woman serving about options for one of the three "platters" he ordered. The employee seemed agitated and was short when answering him about his food choices.

When it was my turn, I ordered a bagel with butter and coffee. Having observed the meat and eggs being handled with gloves, I asked for the bagel to be picked up with a utensil. The server pulled off her gloves and grabbed a second pair from a box. In a still agitated voice, she asked if it was all right to use the gloves. I commented that I'm sure this was not the first time a request like this was made.

At the register, the card system was working again and the woman who checked me out was vastly more professional and friendly than the first woman. Thus, the 2 star rating.

And finally, there was no butter on my bagel and none in the bag.

Overall, this was not a good first impression. Food should be handled with love and care, not simply thrown together by a seemingly angry woman.

11.22.2023 6:30 a.m....