Fazoli's — Restaurant in Lexington

First experience in a long time at a Fazolis. Took the drive thru on a very busy Friday night and asked for an altered version of a menu item. After I paid at the window, I heard the person that took my order catch that it was made incorrectly and immediately called out for a refire. The same person introduced herself as the manager, Angela. She explained the situation and gave me an idea of how long it would be. She even threw in a cookie for the trouble.

What I could see of the kitchen seemed like it ran well. I heard a lot of communication amongst the kitchen staff and everyone looked focused on getting through the rush. It all came across as a lot more professional than most drive thru experiences. Mask compliance was much better than what I've seen elsewhere. The food took a little longer than expected, but everything was fresh and hot. More importantly, I felt that the staff cared about resolving what could have been a negative experience with an apology, straight forward communication and an appropriate resolution. Definitely a solid overall experience...

A fast food Italian restaurant with drive thru and all. I thought we were going to a true restaurant. They had plenty of parking. Pulled in to park and saw a drive thru, thought that was weird but ok. Walked in and we had to order at the counter. Think Long John Silvers style ordering. We sat with our tabletop number and waiting on the food. There was plenty of seating (only 3 other tables were used). The service was iffy at this point. Left us standing around waiting to order. When ordering the lady was very impatient and did more talking than listening. We've never been here before we had questions. There is a self service kiosk to order if you know what your doing and don't want to wait. The food came out the guy had to go back after forgetting the breadsticks (that come with the meals). My wife and daughter got the spaghetti and I got a sub. Honestly, it tasted better than I expected. Amazing, no....but not fast food quality. For the price the quality is pretty good. Service, although below average, still better than a typical fast food...

After standing in line for 5 mind waiting on a server to come it to take my order, I had to find them behind a double for standing there conversing with each other. .. I asked them if they could take my order and one followed me out and took it. After a few mins a asked for some more breadsticks (from the same double doors they were hiding at earlier) and waited 5 minm after they told me they would get them right to me... After another 5 mind I asked yet again for more breadsticks only to get the same reply... And u have to say I finished my meal half an hour after asking for them twice and have yet to get my breadsticks!.... So my review is definitely against the staff not the food, the food is always good at fazolis thank God this one on Richmond road isn't the only one in Lexington! Because I will never stop for in this one again! To the owner of this establishment I am sorry for the loss of 2 good customers but the management her is extremely poor! Without a good manager establishments fail... And I'm sorry but this one is...