Terra Luna — Restaurant in Lawrence

Worst customer service experience I have ever encountered. The manager on the job Jr Muñoz is very unprofessional and did not handle the situation that occurred correctly or fairly. A group of 10 us arrived at terra Luna last night around 8pm and put in both drink and food orders right around 8:30. 8 out of 10 individuals received their food close to 10Pm (1.5hr). The other two individuals did not receive their food for about 30 more minutes, when everyone had already finished eating and were ready to leave (me being one of the two). So I went up to the bar and made my server aware that she can either cancel the food or provide the meal free of charge because it was completely unacceptable the amount of time we had to wait and the level of service we were being provided. The restaurant was not too busy and we were the biggest table present. The whole time the server kept making excuses saying the kitchen was really busy, they were chopping up the pico de Gallo, etc. When the food for the last two individuals came out the server said it was taken care of and we wouldn’t be charged for it. As soon as the bill came out we noticed the meals were still listed on it. Spoke to the server and she said she would speak to the manager. She mentioned she wouldn’t be able to take it off so we spoke to the manager ourselves. He began to say there’s no way he can do that, they have a time limite of 45 minutes of when the food should be at the table and that we had definitely received our food within that time frame. We were going back and forth for quiet a while and his tone, demeanor and attitude was all over the place. Not once did he take accountability for the long wait or the service being provided. The bill totaled close to $400, Terra Luna lost a lot of business over a $33 adjustment to the bill. We are active members of the Lawrence community and visit Terra Luna very frequently, being from the city. But last night was our last time visiting the establishment and will be recommending the same to our friends and family. Over time I have gotten used to the wait but this was an entirely different level. It is very unfortunate how ones pride and lack of accountability/customer service can drive customers to such lengths of never visiting a restaurant again and making sure his family/friends/colleagues do the same. The wait time is ridiculous, customer service...

DO NOT COME here if you’re not a local or need a place to celebrate a birthday or anything special. It’s not worth it. We came here a couple of weeks ago for my friends birthday and it was a horrible experience. They don’t take reservations so we went early at like 7 to secure a table. They put our names down for a table of 4. We were ok with waiting however as time passed we noticed that they were sitting people that showed up AFTER us. The hostess kept saying “we are sitting people based on order and table availability we can’t sit a table of 4 in a table for 3 or 5”.. 2 hours later still not table and more people kept getting sat after us. At one point the hostess said there’s a table of 2 inside you can sit there until another table becomes available. We were hesitant but we were starving and had no choice. We go inside and it was the smallest table you could imagine we couldn’t even order an appetizer. We told the waitress the situation and she could care less and did not provide any help. We also noticed there multiple people (parties of two) sitting on tables of 4 or more. It was ridiculous. But that’s not the end. 3 hours later a table of 4 opened up and we sat there. 5 mins later the hostess comes and tells us that we need to move because that’s where the dance floor is and that if we get drinks “thrown at us it’s not their fault” We were furious!!! We said no we are not moving you had us wait for 3 hours and kept sitting people that came after us. The manager came and he was rude and disrespectful. One of my friends said to him can we at least get some sort of discount for our food because this has been awful. He responded in Spanish “tu ta loca!? Que descuento ni que descuento!? “Are you crazy!? No discount!” We were in disbelief by the lack of customer service, disrespect and unprofessionalism. We ended up ordering food to go and leaving. It was an awful experience and my friend had awful birthday. She had just gotten out of postpartum and it was her first night out and we were hoping to have a great night. It’s really sad to see as a Dominican business this is how you are treating your customers. You’re making us Dominicans look bad. It seems like there’s a preference for locals and people they know. Just awful and we are NEVER coming back. You...

Decided to celebrate my boyfriend's birthday here instead of your typical Lawrence night club. There is always some issue at the clubs regardless of how far in advance you make reservations. They mess up your table, the service is terrible because they only care about over packing the place, they charge your card twice at the end of the night and you're lucky if you get the money back. WELL, unfortunately Terra Luna gave me the same exact experience to my disappointment. I was given three different quotes on the phone when calling about the reservation deposit and of course I got charged the highest amount when it came to pay the tab. They messed up the location of our table putting us in a very uncomfortable spot with 14 people when I specifically requested a certain spot in the "new and improved terra" to avoid being uncomfortable.

I came to meet Frank, who is the head manager I had been trying to get in contact with since to make the reservation for the last two weeks, 30 minutes prior to the reservation time to decorate the table and that's when he explained to me that he never knew that there was a specific table requested and wanted me to wait a little while to clear up the table I originally asked for. I obviously couldn't considering there was about 30 minutes until people started showing up. He gave my friend and I a free shot for our troubles (ridiculous). They tried adding another table and more chairs, but due to the spot we were in it was uncomfortable (which is why I kept calling every day for two weeks to get hold of the head manager to make sure this didn't happen.)

I am giving this two stars because regardless my boyfriend had a great time which is all that matters, but it's sad to say that although I'd love to support my city, this always happens. We all want to support local business and invest within our own communities, but you guys really make it impossible with the lack of quality. It was clear that after the expansion of Terra Luna their focus was numbers, with a drop in quality. Not to say I wont drop in for the great food and drinks, but trust me when I say that you wont be getting my business for any future events with a large party and a hefty tab....