LaRosa's Pizza Taylor Mill - Trifecta — Restaurant in Taylor Mill

I'm in town visiting my daughters and they suggested bringing me to your restaurant this evening for dinner. Had heard good things about your pizza! This will be my first and last visit to a LaRosa's!!!! I'll refrain from giving every detail and just say that there were issues from the time we arrived until we left. The salad was very good, but that's the only positive I can offer!! Pizza was not done (spoke to a manager and who appeared as though he really didn't want to be bothered with us), service was a joke, obviously understaffed on a kid's meal promotion night... just to give you a rough idea of the comedy of errors. I tried to speak to another manager as we were leaving (who was too busy socializing with another employee) and he handed me a card which referred me to the website rather than discussing the issue privately inhouse which would have been my preference. Never asking if there was a problem, going right back to his conversation. So Mr. LaRosa, or whomever, the card he gave me states(paraphrased) that you have taught your staff to make sure each guest smiles every day and basically in every way you serve us dining room, take out, etc. You want each guest to be happy. Well sir, we were NOT happy and quite frankly angry and no one acknowledged or cared! I realize we all have a bad day, but WOW!! Having been a restaurant owner, I know this business and the importance of the owners being aware of what goes on in your establishment. You cannot fix a problem of which you are unaware. So please be adviced, this location is having issues and it seems the entire staff could benefit from some (re)training in the food service/hospitality industry and healthcode...

We came here with high expectations but left extremely disappointed. After the hostess seated us, we waited for about fifteen minutes while the manager and two servers walked by without even acknowledging us. Finding this unusual, we informed the hostess that no one had helped us for an unusually long time. The manager, who was near the host podium, told us we could sit at any table near the podium.

Within a minute, we saw another couple being seated and assisted almost immediately. Frustrated, we approached the manager again. Instead of addressing our concerns, he claimed he had reviewed the security cameras and insisted we had only been waiting for one to two minutes—an obviously false statement. But that wasn’t even the main issue.

A good manager should never blame a customer for their own poor service. The right approach would have been to acknowledge the mistake, apologize, and work to resolve the situation. That’s the foundation of good customer service, and unfortunately, it was completely lacking here.

On a positive note, the female server who eventually assisted us (despite it not being her section) was excellent. She noticed that we hadn’t been helped and immediately stepped in, providing attentive and friendly service from...

My family frequents this location, and we usually don't have any issues. However, on this visit, my 11yo daughter ordered a baked buddy combo, and halfway through eating her half hoagie, she mentioned that it was very dry and didn't have any sauce on it. I checked it and noticed that it only had meat and cheese on it. I couldn't remember exactly what was supposed to be on it, so I went to the hostess stand to check the menu. Her hoagie was missing the pickles, onions, and pizza sauce. I mentioned it to our waitress on the way back to the table. She asked if we wanted it remade or taken off the bill. I said, well, she's almost done eating it and probably isn't hungry, so you can just take it off the bill if you want, but it's not a big deal either way. A couple minutes later, Christian came from the kitchen and told us that the sandwich wasn't missing anything because he made it himself, and at that point she had already finished it, so he wasn't going to comp it. He did end up taking half off the combo. I understand that mistakes happen, and wasn't too concerned with the sandwich (I gave her my salad dressing to dip it in), but I don't like basically being called a...