Louie's Pizza House — Restaurant in Waterbury

Low to medium prices, poor service, unremarkable food.

I received a menu from them and decided to try them out for delivery when I had some friends visiting. When we called the person immediately asked if we could be put on hold, and then put us on hold without waiting for a response. After a short wait she came back and took our order. I asked how long it would take and she responded that it would be delivered as soon as it was done. I asked how long that would be and again she declined to give an answer.

The order took nearly an hour to arrive. And part of it was wrong. Instead of a full sub and small fries, we received a half sandwich and large fries. We called up and again we're asked if it was OK to be put on hold and put on on hold without waiting for an answer (honestly - why do they even ask?)

The error was explained and the woman's tone sounded almost angry with us and she seemed to indicate the error was our fault and we would have to pay more and return the half sandwich. Not really satisfied with this response I asked to speak with the manager.

I explained to the manager the issues we had up to that point and she initially came across as less than caring. She said she was the one who had taken the order. She said they have no idea how long it takes to prepare and deliver food. She also claimed at first that they did not make a mistake. She then decided that perhaps they had made a mistake so she would remake the sandwich and not charge us more. She came across as feeling like she was doing us a favor correcting their error. Also, rather than make a half sandwich or just giving us a full one, the person whose order it was would have to wait to eat for the new delivery and return the old sandwich. Once again she reiterated that she could not tell us when that delivery would be but she hoped it wouldn't be long since they were not busy,

As stated initially the food wasn't that great - one person who didn't finish their dinner threw out the remainder rather keep the left overs for lunch. I don't intend to...

Horrible experience! Ordered over the phone and unfamiliar and uninformed about the “process” regarding beverages, my son walked in picked up the order and came home without any beverages, stating that he wasn’t given any. I called back to inquire as to what happened and was told by the woman who took my order, that it’s not their responsibility to give customers the drinks they order, the customers are supposed to know(without being informed) that they need to go into the refrigerator and get the beverages themselves. How would a new customer picking up an order know this? Why wasn’t it told to me over the phone, or to my son when the order was rung up and he paid? She was very rude and unapologetic, terrible customer service! I will never patronize this business again and I wouldn’t recommend this restaurant to anyone!

Response to the owner’s doubling down reply below: My drink order was taken over the phone, I told the woman who took my order exactly what I wanted to drink, just like I told her what I wanted to eat she took the order and gave no instructions regarding taking the drinks out of the refrigerator. If that is your procedure, then you need to have whoever is taking the orders over the phone inform customers of your procedure, when they order over the phone, if the information isn’t given, the customer has absolutely no way of knowing your procedure. I should have been instructed about your procedure when I ordered my drinks, simple. When the order was paid for, the person paying and picking up the order should have been informed. Stating that it’s the customer’s responsibility to do something they have been given zero information about is absolutely ridiculous and in very poor taste. As an owner you should...

I ordered from Louie's Pizza house weekly. I ordered a chef salad and a sausage pizza for later in the night. Salad was on spot as always full of everything the garlic bread was perfect. Later when I ate the pizza i bit into a piece that seemed to have several pieces of hair and wrapped around the sausage. I was ready to puke. I tossed the whole thing in the garbage. The next day when i called of course i had to get the rude women that works here. She is always rude and short with you on the phone she has even lied about the time in the past so u couldn't order food. Horrible employee. Right away she of course made u feel like u did something wrong and I was completely at fault for not saving the pizza to get a full refund the next day... That extra large box wouldn't even fit in my side by side fridge i told here and she said I should have used bags or something but i didn't so i cant give u a refund because we have no prof and people lie about this stuff all the time. So not only did she insult me but basically called me a liar. Weekly customer after 3 years you have no credibility with this women. So i asked for the owner to call me and she hung up on me. So i called back and spoke to the other female employee and asked for her to have the owner call me and no response. She was worried about the profit of a free pizza. Now she lost my weekly business which far exceeds the profit from one free pizza minus the hair ball. Imagine someone's hair being in your mouth and not even a simple apology. Amazing pizza normally, terrible...