Luigi's Italian Restaurant — Restaurant in Eustis

I'm so sad cause prior I really enjoyed this place. I'm writing this because I hope in their future, they get better about fixing mistakes THEY made. I've order many times, mostly togos- being in the restaurant business I know mistakes happen, especially with to-go food, so any issues in the past have been minor, and nothing enough to make me call or return food ( or get a refund for a forgotten salad, or an order of cheese bread that wasn't in the bag - different occasions) or the stuffed shells I got last night that were still cold inside - no biggie I can pop in the oven...because I can deal with most hiccups and a couple dollars isn't the end of the world BUT the chicken parmigiana I ordered came with INEDIBLE chicken. it was so gross & stomach churring, it couldn't even be pulled apart. I don't know if you can even call it chicken. I didn't even ask for a refund, the money was spent I just wanted a new dish, but because of how gross it was, we didn't want the same thing we had already had a bad experience with (if you'd seen the chicken you'd understand).... so I wanted chicken piccata ( which is a different cut of chicken so I felt safe ordering) I would have gladly paid the $3 difference.... but then after having to plead my case & explain I didn't want to call a 3rd party for a refund, just a dish that was edible - the managers demeanor was so off putting, I decided I no longer wanted that dish or any - because who knows how my food would be prepared after hearing her attitude towards it. A mistake made on their end they could have easily rectified. I truly hope the owner/manager gains something from this, because owning a business does NOT mean the customer is always right, but it does mean owning up to your mistakes. They were in the wrong, how Cassidy handled it was wrong, our meal was made poorly- no reason she wasn't more helpful in trying to make things right, which I tried to make simple! I ordered out to make my life easier & this event just made the night more difficult. I won't go back, not just because of their mystery meat but because as a small business I hope you do better for those trying to support ya. You get more flies with honey than...

** BAD EXPERIENCE! I’ve been going to this restaurant for over a decade. Today at lunchtime around 1 o’clock things were in chaos. It took a long time for the server to show up to the table. Food took an extraordinary amount of time to come and when I received my lasagna, it was cool in the center and barely warm at the edges. my server was nowhere to be found. I had to try and fetch a server to assist and send it back to the kitchen. After 15 or 20 minutes went by I had to go up to the counter and ask about my food. They said it would be another five minutes or so. Ridiculous amount of time for a reheat. The food came and it was practically on fire and it was about 15 minutes before I could even begin to eat the food. In the meantime my partner was completely finished with her meal. Additionally, I did not receive the butter that I had requested with my garlic knots. Nor did server KAMRAN come back while I was eating my meal to see if we need any additional napkins, etc. The customer service was poor and the food was marginal and the weight was extreme! The leadership and management of this restaurant needs to learn to pay attention to customer service at peak times when they are taking in the best revenue of their day. hopefully this...

After ordering food (total $85.00 worth) and tipping the lovely lady at the register ( a well spent $15.00), I awaited the wonderfully prepared for my to go order. After about 25 to 30 minutes, they called my name, and I picked up the best smelling and hot Italian food, I thought. After checking (my pizza), my medium, thin crust, square cut, meat deluxe... it wasn't cut correctly. It looked like they had regular cut, then square cut, so now I have a bunch of little messed up cut pieces (see picture). I asked about why my pizza was butcher cut, and the "owner" claimed that that wasn't an option they offered, even though it was on my receipt where I ordered. Then he wanted to argue over it. All I know is that they shouldn't offer an option it they're not going to honor it. Unfortunately, I dispise being lied to, especially to my face about something I know to be so. I will no longer be patronizing this establishment. I hope the staff do well, and if that was, in fact, the owner, I feel sorry for the staff and hope they find somewhere they are respected. If the owner is willing to disrespect a customer like that, I would hate to see how he really treats...