I visited Lucas last night with my family who came from out of the country. We were first served drinks by Waiter 1 which then changed to Waiter 2 who was extremly clumsy! He kept dropping utensils on the floor when serving us and when collecting our plates. When we commented he pinned it down to "bad lighting"? He was very abrasive in the way he spoke as well and one point was very adamant about ordering something as opposed to first listening to what our requirements were. I'm not sure whether he had been drinking or whether he is like this in nature in which case he should not be in the service industry.
I particularly like Lucas pizzas but it's these little things that go a long way, which could make or break a customer's loyalty.