Lucky Pie Pizza & Taphouse — Restaurant in Louisville

Super frustrated with the service all around. I understand that mistakes can happen and things are busy on a Friday. But it was just continual frustration trying to get an order or feel like my business even matters to this restaurant.

I attempted to make an online order and the system was down. I called and someone was able to take my order via phone, which was great, technology can be an issue. I get to the restaurant at the end of the 20-30 minute quoted time frame for it to be ready, it wasn’t ready so I waited about 10 more minutes. At this point I ask another host to check on the order again, she tells me that the order never went through and apologizes. She then re-enters it and tells me it will be about 10 minutes, at this point I was still willing to let it go as “things happen”.

I go sit at the bar to wait (which I informed her I was doing and others were doing as well), 15 minutes goes by and still nothing. Others at the bar get their order and leave….I finally go up to the same host to ask about a timeframe. She then pulls the pizza off the heating shelf by the host stand and apologizes for the delay……I’m unsure how long the pizza and I would have waited if I hadn’t asked. I finally walk out an hour after the quoted time for my food to be ready.

I tried to let this go, but then decided to call and ask to speak to a manager because the whole thing was pretty frustrating. I was told the manager was busy at the time but would call me back about the issues and I left my number. Again, I understood, it was a busy time.

At 8:45, 2 hours later, still not having received a call back, I again try to reach someone since closing is at 9, no one answers so I leave a voicemail. It is now 1.25 hours after close and no one has contacted me.

This isn’t a “things happen” anymore, this is awful service. I am not one to leave negative reviews often, but at this point it seems like a manager isn’t even willing to speak with me, so a public review seems to be the only way to express frustration. Ultimately, the pizza was fine, I probably would have even gone back. But to be blown off as a customer, I would prefer to spend my money somewhere else and get something just as good.

Update: after a response here from the manager stating she tried to call my number on file, and a partial refund on food I am adding one star for...

I don’t know why people are raving about this place. To start, the host was awful and I unaccommodating. After we politely asked to be sat in a booth that was in a quiet spot, she replied there was nowhere quiet that she could sit us and placed us immediately in the first table next to the front and main walkway. There was no one in the restaurant and after we were sat, the host then sat the people AFTER us in the quiet booths literally behind us. The most basic 13” cheese pizza (they call them “pies”) are $11 to start for uber thin crust PLUS $1, $2, or $3 for extra toppings that can’t be split on half or quarters of the pizza...because you know, it’s physically impossible to do that and actually cater to your customers. Our server was completely unprofessional and failed to tend to us on multiple occasions, I.e., seemingly very forgetful, no water refills, no booster seat (had to ask the host for one), and took over 5 minutes for a small bowl of shredded parmesan cheese. He also did not come back to get change and we ended up waiting for 10 minutes when we finally gave up and left without tipping him for the crappy service. This establishment seems to cater mostly to people who are mainly concerned with drinking alcohol or sitting at the bar. First time and the last time going here. All our family and friends know to avoid this place now.

TL;DR: You can get better everything (thin crust pizza WITH free toppings on ANY portion, service, drinks, seating) at MOD Pizza for HALF the price! Only downside is it isn’t “Farm to Table” - oh...

I convinced my husband to give Lucky Pie another try (he has previously not been a fan); we had not been in the restaurant to dine for almost 18 months, which was not a great experience, and he has refused to go back since. The service this time was, in a word, abysmal. The restaurant was about 2/3 full when we were there. Our waiter was sullen and clearly could not have cared less about our table. My husband had a few questions about the draft beer list, and our waiter had absolutely no idea. In the time it took me to get my drink, the table next to us (which had arrived ten minutes after us) had received their drinks, ordered, and received their food. Almost forty minutes after we'd ordered our pizza and it had not arrived, I finally asked our waiter when it was expected. It was very clear at that point that somewhere in the line there was a miscommunication; either the waiter did not put in the order, the kitchen lost it, or something else happened. Rather than own up to that, our waiter clearly lied to us and said we had "ordered a pizza that took longer to bake". I ended up having to get it boxed up immediately and eat it in the car on the way home. To add insult to injury, my salad had a long black hair in it. I've always like their pizza, but after this experience we won't be heading back...