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    Luigi's

    3.0 (1 review)

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    17 years ago

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    Boston Pizza

    Boston Pizza

    2.0(20 reviews)
    3.2 km
    •$$

    Very disappointing experience at the Welland location tonight. We were told there would be a…read more25-minute wait for any kind of service, which was completely fine with us. We were happy to wait and understood that the restaurant was busy. However, while we were waiting, we watched three other tables seat themselves and place their orders before we were seated. When I politely brought this to the staff's attention, the manager came over. Instead of explaining the situation or trying to resolve the issue, we were yelled at and told that they were very busy and that "this is the way things are." We were also told that if we didn't like it, we could leave. I understand that restaurants can get busy and be short-staffed. What was most disappointing was the manager's attitude and lack of willingness to address the concern. We were not upset about waiting -- we were upset about being treated unfairly and then being dismissed when we politely asked about it. The manager's response said a lot more about this restaurant than the 25-minute wait ever could. Being busy and short-staffed is understandable. Being rude and disrespectful to paying customers is a choice. Customers can have patience for a long wait; what they shouldn't have to tolerate is being treated as though their concerns are an inconvenience. Good customer service is especially important when things get busy, and unfortunately, the management of this situation fell far short of expectations. Based on this experience, we would not return.

    I've had two terrible experiences here in the past month--one delivery and one dine-in…read more For delivery, I placed an order that was supposed to arrive around 6:38. I even have a confirmation email showing the delivery time. By 7:00, nothing had shown up, so I called the store. I was told they thought I was picking it up, even though my confirmation clearly showed delivery. The food had been sitting since 6:00, so they had to remake it before sending it out. No one called me to clarify, and I shouldn't have had to chase them down an hour and a half later to find out what was going on. After that call, I still waited another hour. The food finally arrived 2.5 hours after ordering. The manager wasn't helpful and didn't offer a discount or anything to make up for the delay. I ended up making food for my kids and changing our evening plans. By the time it arrived, one child was already in bed, the others had eaten, and I was the only one who actually ate it. For dine-in a month ago, the service wasn't any better. After waiting 40 minutes for our food, it was served without cutlery or napkins. I asked our server twice, and nothing was brought. The hostess told me to ask my server or the kitchen, and when I went to the kitchen, they said, "your server will give you some." It ended up taking 20 minutes after our food was served just to get basic utensils. Both times were extremely disappointing. This location needs to seriously improve its service and communication.

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    Luigi's - italian - Updated October 2026

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