I rarely write bad reviews so, this pains me that I must warn others about the extreme unprofessionalism and disrespect that me and my fiancé experienced while dining at Pizano's.
My fiancé has eaten at Pizano's on a few occasions as has my mother-in-law. I work out of state and just came back after being gone 3-months. My fiancé recommended Pizano's for dinner and I was excited to try their food based on her feedback.
We ordered the fries W/cheese and bacon, their chicken wings and a salad for our appetizers. We also each ordered a large 16" pizza, my fiancé ordered the meat lovers and I ordered the deluxe, minus onions and substitute for jalapeños. We also order two deserts, the key lime pie & cheesecake. The food that was served was very good, I especially liked the fries & wings! My fiancé received her pizza quickly after the appetizers came out however, the salad she ordered was never delivered to our table.
I sat patiently waiting for my deluxe pizza while my fiancé started eating her pizza. After about 20-30 minutes after my fiancé received her pizza I still had not received my deluxe pizza and thought about going up to the sales counter to ask when my pizza would be ready but, I decided to keep waiting until our waitress came back to check on us because the staff seemed busy/occupied cleaning and getting the restaurant ready to close. Finally, after 30-minutes our server came back to check on us so I asked about my pizza and the salad my fiancé ordered. She said she those items on the ticket and double checked the receipt. After she looked the receipt over she said oh no, my boss is going to yell at me, I forgot to write down your deluxe pizza on the order. Let me get my manager. This is where it got horribly wrong....
The male manager who is also part owner came out only to tell me they already turned off the equipment and could not make my pizza. He then tried placing the blame on me saying I should have said something sooner because if I would have the equipment would have still been on and they could have made my pizza. No apology, no empathy and no attempt to even try to make the situation better, he just blamed me for not asking about my pizza sooner. When we asked about the salad he had to look over the receipt and found it was rung in with the rest of our order so we were charged for it. The server said she could go make it but my fiancé declined because she had already filled up from eating her pizza. The owner did say he would take that charge off however, he again didn't apologize for the mistake and inconvenience.
My fiancé of course offered some of her pizza for me to eat so I wouldn't go hungry. Since I didn't eat all day and worked 12hrs that day, I took her up on the offer even though she was planning on having her left overs for lunch the next day. By the way, the pizza was good but, it was a major bummer that my pizza was never made and the owners response was horrible. While I was scarfing down the pizza we were being rushed to leave multiple times by the staff who would come over and ask if we wanted a box to go for our pizza while I was still eating. Then another staff member came over and asked if we wanted our drinks in to go cups while I was still eating. Mind you, we arrived at 8pm and they close at 9:30pm. I hurried and finished the pizza and we asked for our dessert to go since clearly they wanted us to leave.
Then the bizarre and unspeakable happened as we were heading out of the restaurant. The other owner and wife of the man who placed blame on me earlier for their mistake flagged us down before we exited and ask why we didn't tip our waitress.
First off, we always tip and start at 20%. From there it goes up or down depending on the service and quality of the food. My fiancé and I explained what happened just in case she didn't catch wind of the mistakes that were made and that because of those mistakes, and the disrespect from her husband, the co-owner we decided it was not appropriate to tip and reward such poor service. The woman owner then got disrespectful and tried to make us feel bad or obligated to tip our server because she only gets paid half of minimum wage plus tips. Not once did the owner apologize or offer to make things right. A simple apology and gesture of comping our desserts or offering a discount on our next visit would have been the proper thing to do. If those things were done we would have given a 10% tip and given this establishment another shot in the future.
Mistakes happen, however blaming you customers for their mistakes, never apologizing and then chasing us down to basically patronize us and demand a tip is reprehensible. Unfortunately, we will never go back to Pizano's again. The owners really need to take some courses on customer service because if they keep treating folks the way they did me and my fiancé they will be out of business in time. read more
