Let me preface this review by saying that I've been to Numero Uno for over 20 years, both at the old location (Fallbrook Avenue & Victory Blvd) and the new location (Victory Blvd & Valley Circle Blvd), and I keep coming back because the pizza is amazing.
Having said that, I have to admit that the experience is quite a nightmare now. I completely understand the 1 star reviews, given solely for lousy service. The service isn't just bad, they are downright dishonest. I just left there with a pizza to go (which is delicious by the way) and the experience was awful. I called up to order the pizza, based on the pricing from their website. The girl on the phone quoted me five dollars more than the menu price, so I decided that I would just drive there and order in person, then wait for the food to be made.
I figured going there in person would yield better results. I was wrong. I asked to see a menu, and the menu prices were the same as the website. Huge surprise there! I asked why I was being charged for two extra toppings when the menu price was quite clear (in this case $18.95 for a large "Works" with thick crust). She explained that the toppings were just suggestions, but that garlic and anchovies would be extra, at $1.95 each. Here is what the menu says:
"A Numero Uno masterpiece. Pepperoni, sausage, black olives, mushrooms, onions, green peppers & only at your request we will add garlic or anchovies."
Call me crazy, but unless it says somewhere on the menu that certain things cost extra, then they should not cost extra. Any reasonable person reading the menu would see that all the toppings are included in that price, but since most people avoid garlic and anchovies, those toppings would only be added upon request. If that wasn't the case, then those toppings either shouldn't be listed in the description or at least they should at a disclaimer that those toppings cost extra. It's like a saying a pepperoni pizza comes with pepperoni and cheese, but the cheese would only be put on at the customer's request, yet when the bill comes they charge for that cheese. That doesn't make sense. This isn't a menu with an entree, then a note that says it goes well with the merlot.
After I agree to pay the extra $3.90 for what the menu indicates should be included, I am charged $26 even. I go out to the car and wait for the food to be made. I then realize that I've been overcharged $1.09. If the pizza costs $18.95 and two extra toppings (at $1.95 each) costs $3.90, then I should be charged only $22.85, plus tax. In West Hills the tax rate is 9% even, so the total should be $24.91. When I go back in to pick up the pizza, I ask for a receipt. The receipt indicates that they charged me $19.85 for the pizza, and not the $18.95 the menu says it costs. I bring this to the girl's attention and ask for the $1.09 back. She says something like, discrepancy in the menu that's too bad, but this is the price". After that she begrudgingly hands me $1.10 then walks away.
I understand that I'm only talking about a few extra dollars, but the principle is the point. They didn't honor the menu price, I had already agreed to pay for the toppings, then on top of that they charge me an extra dollar and make me feel like it's unreasonable to ask them to honor the menu price. Was that extra dollar a tip she felt she deserved? I don't know. I have always left a tip in the past when I pick up the food, but frankly that's just because I like to tip, despite the fact that there is no need to tip for take out.
In the end, the whole experience was unwelcome, and I won't be coming back. I still love the pizza, but this isn't the only location, and I will happily drive the extra few miles to the next closest location if that means they don't try and cheat me. This isn't the way to get customers to come back. No wonder their Yelp reviews for poor service are so numerous. read more