Bianellis Pizza & Pasta — Restaurant in Hawaii

Visited 7/16/2023 starting at 6:30PM. This place has the worse customer service on the island. Don't waste your time and money at this establishment. Unprofessional, disrespectful, AND lacks the systems to operate a business.

We placed our full order when the waitress came to our table; 2 pizzas, half order of spaghetti, and sodas. We were sat by the front door. We could see customers coming and going, pick up orders being picked up, fully see the kitchen, and over hear the kitchen.

EVENTS: We had to remind the waitress to bring our drink order. "Oh, I knew I was forgetting something". The drinks showed up about 20 minutes after the order was placed. She brought us plates but one was dirty. When I asked her to get a new plate, she had an attitude about getting another plate. Typically there usually is an apology. 50-60 minutes later we asked if she could bring out the spaghetti since it was for my daughter. With attitude she went and requested the pasta. It arrived 5 minutes later. This is 50-60 minutes after placing the order. She never checked the kitchen for update on our pizza order. We saw customers that came after our receive their food AND leave. New customers were seated and their food orders placed. When I asked what was taking long for our order, the waitress replied with attitude "You're probably not aware of the complexity of our pick up orders and in dining orders. It takes time for your food to come out." She left to the kitchen to finally inquire about our food. She never asked the kitchen previously even though she saw us keep looking into the kitchen. We over heard the kitchen staff say that they had made our pizza 30 minutes previously. The manager or owner said that they made our pizza over 30 minutes ago to the waitress 2-3 times. She stayed in the kitchen for 10 minutes to figure out the situation. She finally brought out the first pizza without an apology. She only said that the second pizza was in the oven. At the same time, the customers that came about an hour after us received their full order. I voiced my frustrations about the delays and explained to her about lack of professionalism. She could only say that it wasn't her fault for the delays. I pointed out that if I didn't ask about my food, I would still be sitting there waiting. I pointed out her attitude and ignorant response about me not know the complexity of the business. When we asked for the to-go boxes because we didn't want to eat the food at the premises, she sped to get the boxes and shoved them into my hands. No apology was ever given from anyone. Truly disrespectful.

*Positive notes hostess - super nice, helpful, understanding pick-up/phone person - we witnessed amazing customer service helping someone waiting outside the same...

Due to it being iron man weekend restaurant is half full, but food took OVER 30 mins to come out. Ordered the garlic cheese bread it was not good. The marinara for it was cold. I did like the pesto bread. Order the chicken parm for the price was not worth it, the chicken wasn't crispy, it was chewy with cheese on top with only a little bit of spaghetti. The lobster ravioli was okay, it did not taste like lobster but it had shrimp on top which was okay. Ordered the mushroom pasta and it came with a creamy wine sauce. It was OVERKILL with wine. We could not enjoy the pasta at all. It taste like alcohol. We tried to eat it because it was recommended to eat it with Alfredo sauce to kill out the wine taste so the server brought a side of a different sauce to mix and we tried it and did not like it at all. The wine taste was STRONG. All pasta was suppose to receive a bread this pasta did not even receive bread. We have photos to prove, we barely touched the plate. Cudos for the server for trying to accommodate she felt bad her management didn't feel to remove the item off our bill. Manager only offered to change it but it'll be over 25 mins for it to come out. Which is silly when we would all be finished by the time we would receive something different. We declined, we did not eat the pasta at all. Manager said they will take off 40% from the pasta. The server was really trynna advocate for him to remove it off the bill. It's disappointing he did not remove it off the bill. When paying for our bill they did not discount it at all. We asked for an itimized receipt and server apologize and they ended up refunding us the 40% they originally promised.

This was my worst experience here, and I've grown up eating here all the time. Super super disappointed. Will NEVER come back due to...

Would have gotten more stars but for the service. First time writing a reveiw for Bianelliʻs. We have been eating at Bianelliʻs for over 10 years. Always enjoyed the food. Took extended family to eat there last night, 05/17/25, for dinner. The server, Lee M according to our receipt, was O.K. up unitl time to pay. I let her know I was going to be paying. She presented my bill via the hand held pos machine. Scrolled through my bill never letting me actually reveiw it. Then announcerd to the entire table the bill total, which was embarassing and something I have never experienced in my 30+ years of eating out as an adult. Again, I was treating extended family to dinner. Then handed me the machine to run my card and literally overly explained which buttons to push, felt condescending or at least uneccessary. Once I paid, I hit print receipt, which I had to tell her to bring me. Then on receipt there was a charge, "Operational Costs (5.00%), charged to our bill. This was never shown to us or explained as to what it was. So, I asked our server to explain, which she couldnʻt so she had her coworker try who said "it was done instead of raising prices across the menu". Whatever that is suppose to mean. I then told our server to never say outloud to the entire table the bill total. She rolled her eyes and walked away. Sadly we wonʻt be going back to Bianelliʻs for the foreseable future. Our serverʻs behavior at the end was emabarrasing to say the least and enough to ruin our appetite. A good quote that used to hang over the server station at a restaurant that I worked at in college said "it can take months to gain a customer and seconds to lose...