Pizzarella — Restaurant in Northern Ireland

Was going to give 1 star but their food is great. Sadly my recent experience with Pizzarella is their service is in a rapid Decline, this could be due to demand around Covid.

Placed order around 1900 (daughters bed time) on their App. Order accepted and instead of 1945 new estimated time 2000. ( No problem their busy)

2015 - call up 3 times (handlers hung up twice), asked for an update on my order it had not gone into the oven yet. I wasn't happy and starving but fine asked when can I expect this, new time 2100. Asked what they can do as my order will now be expected an hour later on which they offered a family run of Ice cream. (Accepted)

Delivery arrived around 2050, drive apologize (no need not his fault) Original order there and warm though no Ice cream. Expected as much.

As always their food is second to none, but having used them over the years the service has really taken a nose dive with reviews showing as much.

I'll happily re-review down the line but for now I'll sadly be using...

Service was excellent from start to finish and let's take into account from the moment myself my wife and son went in and until we left this place was flat out. The staff were friendly and helpful and this never once dipped even being under so much pressure. The premises was so clean and tidy that if they served the food straight on to the counter u wouldn't have minded. Parking was fine and I'm sure at busy times it's not easy getting parked but that comes with a place that serves such good stuff. Then theres the food!!! Well that was just something else. People would say "pizza is pizza" well I'm sorry folks you obviously haven't eaten in pizzarella. Safely say the best pizza I've ever had. No joke. This was unreal and everything else we got was superb too but again that pizza dear Lord it was good. Great meal deals and very well priced. Thank you to Johnny and all his staff for making us feel so welcome. Made the long drive back to Donegal that...

Honestly their customer service is appalling. They messed up my order and then had the ordasity to say I'd have the items they forgot free the next time.. 🙃 sorry, I already paid for them, and you stole from me because your manager is incompetent and can't read. Your customer service is appalling. I've been a patron for 20 years, and you have lost me as a customer. You had the opportunity to comp me my next meal, and you refused, and offer just a refund of the items you missed, even though I had to source other food to feed my family because your staff can't read 4 items on a receipt. The owner was a coward and refused to talk to me. I hope many more see this and choose to eat elsewhere. Customer service like this will kill this business. I would have paid 000's into here over the next lot of years.. not any more.. I hope...