1 /5 Skylar Hartfiel: It hurts to write this review because this used to be my favorite restaurant in Georgetown. In fact, I previously left them a glowing review on Google about 8 months ago (screenshot below). But we had such a bad customer service experience that I feel it is necessary to write this review.
I have been coming to Tony and Luigi’s for at least 7 or 8 years, and my family loved this place. The food is great, and I even got it catered on several occasions- graduations, baby showers, family events. The service was also impeccable. We usually got a server who was kind and sweet and told me that I looked just like her son.
Fast forward to New Year’s Eve. We were excited when we realized the restaurant was open. I decided to take my fiancée and out of town in laws to the restaurant. Understandably, the place was pretty busy. No problem. We patiently waited for the server to come back and get our drink orders. Once she came back, enough time had passed that we were ready to also put in our food orders. When I mentioned we were ready to put in the food order, the server instantly became visibly irritated. Then I tried to place my usual order (that I’ve had here at least 20 times) a half pepperoni half cheese pizza on Alfredo sauce. The server rudely stated that “we don’t do that.” I calmly explained that this request was always accommodated with no issue. In response she snapped, “not today, we’re too busy for that.”
I completely understand that it’s a holiday and the restaurant was busy. And I totally understand not being able to make the accommodation this time. But it was the manner and attitude with which the server delivered the message that made me feel small. She could have been polite about it, and there would not have been any issue whatsoever. We all could have enjoyed our meal and had a pleasant experience.
To make matters worse, the manager came over to check in on us and had a poor attitude as well. At this point, we decided to leave the restaurant and find a bite to eat elsewhere.
I am honestly hurt by this experience. This used to be my favorite restaurant in Georgetown, and somewhere we ate and got catered frequently. The servers were always super kind and I reciprocated with good tipping. But after this poor customer service experience, my family will not be back, and that truly makes me very sad.