Pizza e Cucina — Restaurant in Melbourne

28th of April I ordered through the Uber eats app at 7.45pm. I ordered a Marinara Pasta and a Hawaiian pizza. My order was expected to deliver at 8.30pm. At 9.30pm my order was still not received after multiple requests for updates from the restaurant on the Uber app. I rang them to check on my order to which I was told by a female “your order has left it should be there any second” no worries, waited another half an hour. Nothing. I contacted them via phone again at 10pm and a male answered the phone to where I repeated my situation. This male proceeded to tell me that “it has definitely been delivered to your house” but it definitely did not. I asked if the driver took a photo of the order delivered and he told me “no.” This male also told me that I could get refunded through Uber, but the food not delivered to where I responded “but we have waited almost 2 hours for our food and now we have nothing to eat and a refund through Uber takes 2-5 business days”. The employee then told me he could only remake the pizza but the pasta he could not as the cook had already gone home, so it had to be replaced with another pizza (which was fine). He also asked if I could knock on my neighbours door and ask for the food (at 10pm mind you!) and told me that it had been accepted by someone under my name, but we did not accept the food. The male on the phone told me the driver would bring the food to the house but if he found out that it was the same people who accepted the previous order they would leave and we would not receive our food. His tone was degrading and not apologetic at all, around 10.30pm I received a call from a female driver to let me know that they were at “my house” and I asked if they would like me to come outside. Upon walking outside I realised the delivery driver was in the wrong driveway and the previous driver who delivered our original order to the wrong house had followed behind and did admit that he gave it to the wrong house. I had let the drivers know that the male I spoke on the phone with was extremely rude. I am writing about my experience because there was no compensation, no apology from the extremely rude and condescending male on the phone and am disgusted with the poor customer service. Have been a long time customer and brought lots of family to enjoy this restaurant but I am never ordering from...

I'm not sure what has happened to this place, but pizza and customer service was awful. I ordered a pizza with prawns a few weeks ago and it was fantastic. I ordered the same thing tonight and instead of prawns there were little tasteless shrimp. The difference, prawns are big!!! A LOT BIGGER!! Also the garlic pizza that we ordered looked like greasy cheese on cardboard. As for the service, the girl at the counter around 6pm tonight has zero personality. She asked if I wanted a receipt, I said "Yes thanks" to which her reply was "That would be right" and she scoffed at me. Don't ask if you're going to have attitude about it. I had placed a phone order 10 minutes before I got there, thinking I'd only need to wait a further 5 min as I was told that my order would be... wait for it... 15 minutes!! When I asked the girl, politely, how much time longer my order would be, instead of giving me an estimated time, she scoffed at me yet again and made a lot of excuses why my order wasn't ready, rather than telling me how long the order will be. Another 10 minutes later and a kind gentleman handed me my order. It's nice to know that there is someone nice behind that counter. Overall, the pizza wasn't that great. I highly rated this place awhile ago, but wouldn't now after...

This was the best pizza restaurant in Berwick and sadly it’s no longer the case.

We order our pizza via phone on the way back from the city about 2 mins after 5pm, 15 mins later after we arrived to pick up, only to find out they are having trouble to find our order, ‘in the oven” “maybe still be made” we were told, then the manager is trying to tell us the delay is due to their internet was not working, our order is placed via phone, not sure why internet has anything to do with it.

Berwick has no shortage of Pizza restaurants, not to mention many other take aways, cafes and restaurants, obviously the new owner is still learning the ropes, but in a situation like this, trying to make excuses is never a good option. As for the quality of pizzas, they are certainly not the same as before, although base is thin, but a bit hard and chewy, no different to any other Pizza takeaways, not...