Carluccio's Reviews Summary

Waiting Time

Pros:

• "However, Jenny could not have been more apologetic or communicative and made us feel valued despite the issues."
• "The waiter we had is great and clearly understaffed."

Cons:

• "Veeery long waiting time, 1 hour to bring a soup."
• "I didn't book a table and I had to wait for more than 20 minutes, the restaurant was quite empty."
• "Had booked a table, arrived promptly, to find the front of house too busy chatting to staff to welcome us."
• "Waited an extremely long time for the food to arrive."
• "Arrived at 7pm but table not ready (even though the restaurant was empty)."
• "Service was slow my friends lasagne was over cooked, burnt on top."
• "Terrible service. Waited forever for the food."
• "Waited too long for drink order to be taken ordered bread to share that starter never arrived."

Customer Service

Pros:

• "Jenny could not have been more apologetic or communicative and made us feel valued despite the issues."
• "Thanks, Yasmin and your manager, for your hospitality yesterday."
• "Manager saves the night by the looks of it for Carluccio's."
• "I'm leaving 5 stars particularly for a member of staff that served us, whose name was Josh."

Cons:

• "Many times when I called her, she ignored me, unfortunately on this day was no enough staff."
• "Staff were too busy chatting to take orders from the kitchen to tables."
• "The service was slow, rubbish and our server well let's just say she didn't have a clue."
• "Service was very slow, food was greasy, low in quality and overall not very nice."

Food Quality

Pros:

• "If you like puddings, I recommend the tiramisu and hot chocolate, good combination."
• "Really fantastic food. Great gluten free menu, so nice to be able to have a choice of things."
• "The best pizza in Bluewater and in the area. It has the same taste as the one from Italy and is made with top quality ingredients."

Cons:

• "When it did arrive the food was cold and tasteless."
• "Ordered bread and olives to munch on whilst waiting for our mains. Arrived promptly but no plates so dripping oil all over the table."
• "Food was bland. We ordered carbonara and lasagna which is absolute basic and had to wait an hour to get this."
• "Unfortunately only the names of the plates were appealing. The taste the consistency, even for the pizza.... it was fast-food level."

Management and Staff Response

Pros:

• "On the day we visited there were a few issues with delays with our food arriving. However, Jenny could not have been more apologetic or communicative and made us feel valued despite the issues."
• "The manager again apologised but had no satisfactory explanation. At least she refused our offer to pay for the items we had had!!"

Cons:

• "Upon asking the manager for the bill a further 10 minutes passed. And when I was paying with the card machine, he magically disappeared back to the kitchen to talk to staff."
• "Service good but very disappointed with quite a few things not available on the menu, no calamaris, no truffle oil!!!!! Not acceptable."
• "Absolute joke or a restaurant, sometimes they have booking only, sometimes they don't and provide walk in."
• "Waited too long for drink order to be taken ordered bread to share that starter never arrived our main course chicken milanese and risotto arrived no knives and forks so had wait again food was dry poor salad no parMisan on risotto as advertised trust we will not go there again rubbish needs more work and staff training."