NY Urban Pizza Lisburn — Restaurant in Northern Ireland

Visited today 20/9/25. Very quiet at around 4pm. Literally maybe 3 tables in the Restaurant, max. Advised by the young lady that seated us, if we're paying cash to order our food at the bar, otherwise use the barcode on the table to order/pay digitally.

I approached the bar, to be ignored by two females (one of which was a mature lady potentially a Supervisor to which I'd of expected more from) who were in-depth with a personal conversation, only to stand for a further few moments to be kindly acknowledged by someone else. Unacceptable for how dead the place was!

Ordering is done at a till/PC by a member of staff which I find ridiculous and would hate to imagine what it'd be like trying to remember an order if I was amongst a party of more than 4/5 people. Payment is also taken in advance which I also didn't like. Senseless having so many staff walking around but don't take an order at the table?!

Our food was delivered, which was very good! It definitely met and in some cases exceeded my expectations. Although I had to approach the bar and ask for the jug of juice we'd ordered and was forgotten about. I then had to return one of the glasses as it was filthy. I counted at least 7 staff walking around aimlessly throughout our meal - not one of them with an ounce of customer service to even ask if everything was OK. Not even an interaction with our two young kids which can sometimes be a nice touch.

These staff literally have zero customer care. Customer service is virtually non-existant. I found a lot of staff to be filtering in/out of the Restaurant that may be working elsewhere in the complex but certainly aren't dedicated Restaurant staff however I'd especially like to mention how the lovely young Indian girl checked on several tables as we were leaving and seemed to be literally the only member of staff doing ANYTHING.

In my opinion there is virtually no training with these staff and a lack of Supervisor or Management figure does damage. If the mature lady on duty today is indeed a figure of authority, I'd be having words!

The Pizza itself was fantastic. Kids meals were great. Skin-on fries were very tasty too.

If you want some advice?? Your heavily overstaffed with inexperienced youngsters, get some training sorted - and/or you have unnecessary visits from colleagues within the premises that shouldn't be in the dining area. It looks terrible.

If you'd be interested in anything further for constructive feedback I'd be more than happy to...

Not the best service folks. Two waitresses standing watching us at the door (where it said "wait to be seated") so we eventually just chose our own seats. Waited at our table for a while then decided to go get our own menus. Made eye contact several times with the staff and were ignored. Even waved in a friendly manner at one at one point and thought we had her attention but she continued her conversation with the staff who were all gathered having a wee chat. Walked up to the bar finally and asked politely if we order at our tables (like in a restaurant!) or came up to the till with it and (who I think was the manager) said to come up... When he got the order wrong and I politely pointed it out he was a little defensive. The pizza sauce also tasted like it had soap or detergent in it. 🤮 It's nice to try somewhere new and I get it's always a risk but this was bad. Won't be going back with the family or mates in the future. Shame. I do like my pizza! One star as we won't be back. We were in a few years ago as I remember so; two strikes.

Update - the owner replied to this review, offering compensation if I got in contact but it was clearly to save face as they didn't respond to direct contact. Which seems to be what businesses/people do when they get a bad review; make a public declaration to look good, offer free meals/refunds but then no response when you reach out. Which just proves them all the more disingenuous. There are actual decent businesses out there with owners and managers who actually care, this place isn't one of...

After leaving the swimming pool my partner, myself and my 6 year old daughter where hungry and as big pizza fans and never been before and the prices where reasonable. On arrival there was multiple staff chatting at the front door upon entry the dining area was very clean and was offered a booth very quickly. This is where the good points end. We were told when we wanted to order go to the till .. as a restaurant with so many staff approximately double the customers (it was very quiet) I found it very strange to not be served by a server 🤷. When I did go to the till I was asked to call back in a min as they were 'doing something '... When she was finished she came to the table to ask me to walk to the till .... How hard is it to remember 3 pizzas and 3 drinks with a garlic bread... I had told my daughter she could pay gave her the money before we went in ... But I had to then pay instantly after I ordered. I had to then go Back to the table and alert my daughter to join me What if I wanted a 2nd drink? No napkins where served with our food and when we asked they gave 2 napkins for 3 people and said if we wanted more to go help ourselves 🤦. The food was nice if not as spicy as advertised and there was 1 staff member (young girl with tattoos) that actually seemed concerned with service and thanked us as we left . All in all we will not be back. It's either a buffet/self service or a restaurant. most of the staff are more interested in chatting than...