Pizza Bros Northshore — Restaurant in Chattanooga

We just ordered through Uber Eats, a "create your own pizza" which was made incorrectly with cheese when we ordered it without. I am lactose intolerant and have ordered exactly the same way several times before and it has always been delicious.. this time however it shows up with cheese and obviously I cannot eat it. I called the restaurant and was eventually given to Katy the manager. I was told it was my fault and that the kitchen automatically adds cheese and I ordered it incorrectly since I did not specify it in all the right places, even though we ordered it without cheese, the cheese is extra and we didn't pay for the cheese . Katy informed me we would have to drive down to pick up another pizza and that they would re make it, but would not refund the $10 for Uber Eats. She then mentioned she could call the owners either Jack or Amanda Todd and see if they could or would do anything different. I mentioned we have ordered several times before the exact same way and have always had a great pizza with no cheese. I thought the owner might see the bigger picture and make this right, maybe send an employee up with the right pizza or at least give us a full credit. Sadly the owners echoed the same useless banter the manager did who was rude and dismissive. We are bummed they couldn't see thier way to make this right. The expression "tripping over dollars, to save pennies" comes to mind. We won't be ordering from Pizza Bros again, on the bright side, there are a bunch of other great places that are happy to make a pizza correctly and with better...

They really don't care at this point. I ordered a carry out and was told 40 to 50 minutes. On a Friday, that's perfectly understandable. I repeated the 40-50, and they said yes. I arrived at close to 50 minutes, and then they told me it'd be another 30+ minutes without even a blink of an eye. I said you told me 40-50, and the person up front said, "I'm sorry if you misunderstood me." My response: "Excuse me?" PUF: "I'm sorry if you misunderstood me." Me: "You said 40-50." PUF: "I wouldn't have said that." Me: "You repeated it. Please don't gaslight me." And then I said I had hungry kids at home and never mind and walked out. When I got home with two fresh pies from Crust, literally as I parked, I got a call demanding I pay for the pizza I ordered. PUF: "You didn't cancel!" Followed by a tirade. Their pizza is pretty decent for Chattanooga, but there are lots of similar or better places and this place really just doesn't care anymore.

Annnnd note their response: they don't care about the customer at all. They lied, gaslighted, and are now trying to use a negative review. Their pizza is Chattanooga-good. There are better places.

Edit: I noticed they changed their response below. At first they wrote, in response to my review, that their pizzas are in demand. Now, a co-founder is writing this stuff. My goodness but don't support these people. There are much better pies in town, at better prices, with...

Isaac, my boyfriend, and I frequently enjoy takeout from North Shore Pizza Bros since we live up the road. After lovely afternoon, we placed our usual order for dinner. However, upon arriving home, we noticed that the quality of the cheesy bread was not up to the standard we usually experience—it seemed to have significantly less cheese than normal a.k.a none.

I reach out to the restaurant five minutes after we got home to express our concerns and see if they might be willing to address the issue. The manager on duty asked us to send a picture to evaluate the situation, mentioning that they could consider offering a 50% discount on our next order of cheesy bread.

Having worked in the restaurant industry myself, I’ve seen how important it is for restaurants to ensure customer satisfaction by providing replacements or solutions in these situations. It was disappointing to feel that North Shore Pizza Bros was not willing to uphold that standard for us as loyal customers on 8/27/25

Moving forward, I hope they can find a way to improve customer experience, as I have always enjoyed their food and would like to continue supporting them. However, I will need to reconsider ordering from them if replacing $10 cheesy bread for consistent customer is too...