Piccola Italia Pizzeria — Restaurant in Sydney

Very disappointing experience on Saturday. We placed a large phone order on Saturday evening (almost $450, which included 19 main meals) The person on the phone advised it would take 20-25 minutes. I called up after 25 minutes to check on progress and was told that my order is almost ready , so I came to pick up the order. I then waited an additional 47 minutes at the restaurant for my order to be ready. When checking for updates and what the delay was, I found the manager/ owner to be arrogant in her response to me. She also kept saying "it's nearly ready" which was not true at all. My pizzas (16 large pizzas) were sitting on the (unheated) racks for at least 30 minutes while the other 3 meals were finally cooked. So, unfortunately we all ate cold pizzas when he finally got to our birthday function (2 minutes drive from their restaurant). There was no apology for the length of waiting time experienced.

When we got home we noticed the birthday boys pizza was missing. They only gave us 15 out of 16 pizzas ordered. I waited a further 10 minutes before I called the restaurant. As soon as I called the lady on the phone acknowledged they knew who I was and they realised as soon as I left the restaurant they forgot to give me the 16th pizza which we had paid for. So,.I asked her why they didn't call me to let me know , to which they had no reply (by the way they did call me just after I placed my order at 5pm to advise the price they quoted me was meant to be $440 instead of $405 - so it's clear when they want something, they will call). I asked for either delivery of that non supplied pizza (they couldn't do at short notice) or a refund. They refused to refund the cost of the pizza (approximately $25, for me it was more a matter of principle and doing what's right). They said they would add my name down in their credit book for next time. I feel that's unacceptable as they were the ones that short supplied the order , and then didn't bother to call me when they realised their mistake. I will not be going back to their pizza restaurant, poor level of customer service in...

Food is good but would not recommend ordering pasta with your pizza. The 3 times I have ordered pasta it has come out 15mins, 30mins and this time 45mins after the pizza. Most recently, ordered online at 6:10 and confirmation said would be ready at 6:45. Gave some leeway and went to pick up at 6:50 and advised whole order would be ready at 7pm. At 7pm pizzas were ready but pasta still 20mins away. Pasta had not even been started. Lucky I took the pizzas and dropped them home and then returned rather than wait. Even at this point pizzas were lukewarm. Returned at 7:20 and advised another 10mins. When returned again pasta was ready but it was not the pasta I ordered. Offered refund but I only wanted the food. Asked again when my pasta would be ready. Said will do me a favour and put in priority order now to have it ready in 10 mins. I felt so privileged. Finally, an hour and half after ordering (and 45 mins after pizza arrived) the correct pasta was presented with promise of a credit for next time. Don't know if I want to go back again but if I do it will not be to order pasta. I am no expert but lessons to learn from this:

1. Properly estimate when whole order is going to be ready...not just pizza. Don't compound by guessing when order will be ready each time asked when don't know where order is at.
2. Time the order so pasta is ready at same time as pizza. You proved pasta only takes 10 mins to cook when you actually start the order. Pizza also takes about 10 mins to go through oven. Maybe start cooking pasta when pizza goes in oven.
3. If can't synchronise delivery of all parts of order then get a warmer that actually keeps pizza warm while people wait for their pasta.
4. Repeat 1 to 3. Pasta was delicious but not worth wait and missing eating...

I’m a local and I won’t be buying anymore from this place. They advertise large cut fat chips which are amazing, the last two times however they delivered thin small chips, which is fine but not as advertised . A quick call and was told they no longer did them and were about to create and send out a new menu to the neighbourhood, well they should have done that months ago. Also the buffalo wings no longer have a hint of anything buffalo and the chicken not as white and juicy as they once were, old and tasteless. Two times ordering the rib pack both times asked for tomato sauce and you get BBQ. I’m quite sure they have changed hands or else they have gone backwards dramatically. When I phones all I got was attitude and honestly people wonder why business isn’t performing better. I doubt they accept feedback, cause that’s what arrogant people do. Anyhow sad to say they have lost 1 more customer, there are plenty of...