Fazoli's — Restaurant in Louisville

On September 23, 2023, around noon, I visited this establishment, hoping for a pleasant experience. Instead, I encountered a series of deeply troubling incidents that left me disheartened.

As a Black American, I entered the establishment and took my place at the front of the food service line, as any customer would expect. However, despite my position, I consistently observed preferential treatment being given to other customers, particularly those who appeared to be family members of the employees. This preferential treatment was most evident when I was repeatedly placed at the back of the line for food service.

What struck me the most during this ordeal was the nonchalant and indifferent attitude displayed by one of the staff members, a female cashier who happened to be an older white employee. Her apparent apathy towards the situation was both disconcerting and hurtful.

Even when my order was up, the cashier walked past my order a few times without instructing the waitresses to bring me my plate. To make matters worse, she failed to provide me with a number to associate with the order for my table. This lack of basic communication added to the frustration of the situation.

In an attempt to address these issues, I sought out the manager, who was present at the time. Unfortunately, my concerns fell on deaf ears, and I received a dismissive response. The manager even went so far as to offer an excuse for the cashier's behavior, suggesting that one reason I was being passed up was that the cashier's sister, who came later than me but was served before me, somehow justified the mistreatment. This explanation was both disheartening and perplexing.

To exacerbate the situation, not a single member of the staff, from the cashier to the manager, extended an apology for the treatment I endured. They failed to inquire about potential suggestions or feedback that could have helped improve their service and ensure that all customers are treated fairly and respectfully.

Even when I escalated the issue by speaking with the so-called general manager, there was no genuine interest in resolving the problem or any effort to collect my contact information for future follow-up. This unprofessional conduct, from the front-line staff to the mid-level management, was deeply concerning.

To add to the disappointment, a refund was given to me very quickly, as though they were almost saying "good riddance." This cold and dismissive behavior only reinforced the feeling of being unwelcome.

If anyone has had a similar experience at this particular establishment, please feel free to reach out to me. In light of these experiences, I believe it is essential for this particular establishment to seriously consider implementing diversity training. Such training can serve as a valuable tool for increasing awareness, enhancing communication, and fostering inclusivity. In these challenging economic times, businesses cannot afford to take customers for granted, as exceptional customer service is paramount to survival.

Given the gravity of these events and the lack of professionalism displayed throughout my visit, I cannot, in good faith, recommend this establishment to any of my friends or acquaintances. It is my sincere hope that this review serves as a call to action, prompting the management to address these concerns, reevaluate their management practices, and ultimately create an inclusive and welcoming environment for...

The 2 in the front of the store was very nice the Manger was a ... I had a problem she would not come out she just yelled from the back and said she could couldn't heare me and I need to yell so I did. They gave us our to go order but left out the extra bread sticks we paid for. They ask us to wait a minute that there was so coming out so we did while our food was getting cold bUT the girl up front was very nice about it . Then when they came up the mangers said they were hers for a catering order and we would have to wait again till more was made. She was very nasty as she yelled from the back. The 2 working up front was very embarrassed. I paid for my food now it's cold and she said I'm the one with the problem and she could not walk out to speak to me I need to yell louder so she could hear. Now that was you want going on in your restaurant an upset person who want to talk calmly yelling across you counter for everyone to hear. I felt sorry for the 2 up front and did tell them I was sorry for yell across them and they did a great job and sorry for the manager they had...

My girlfriend and I went to this Fazoli‘s and ordered the Gluten Friendly Chicken Pesto Rotini and Fettuccine Alfredo with Chicken (as seen in the picture below). Everything was absolutely delicious! As someone who is on a gluten-free diet, eating out can be a pain as it is quite difficult to find restaurants with even just one gluten-free meal. I was so excited to see a gluten-free option on the menu.

The Gluten Friendly Chicken Pesto Rotini was very flavorful. It had a strong garlic taste without being too overwhelming. The rotini was also cooked well and tasted really good for gluten-free pasta. My girlfriend loved her Fettuccine Alfredo with Chicken. She said that it had lots of sauce and wasn’t too dry, it was flavorful, and really creamy. So, those are both great options and recommended highly from us!

We were both very happy with not only the food, but as well as the service. The lady who took our order and brought out our food, Denise, was very helpful and friendly. She made us feel very comfortable dining in. Thank...