California Pizza Kitchen at Hunt Valley Town Center — Restaurant in Cockeysville

My folks and I went to CPK last night to redeem my 20%-off coupon that was expiring that day and a free appetizer that I got through my rewards. We were seated immediately, and our server came over to us shortly to get drink orders. We ordered a glass of wine, a margarita, and an iced tea, as well as glasses of water for everyone. The wine and margarita came out quickly. The iced tea and the waters did not come out for a while, and we finally had to remind the server about them. She apologized and brought the iced tea and only one of the waters. We placed our order for two different cups of soup, chips and guac as an app, and two Neapolitan Burrata pizzas -- one with the original crust and one with the crispy thin crust and with the addition of spicy pepperoni. Then nothing. For at least 15 minutes. Finally, our server walked by and seemed shocked that we had not received our app and soups yet. Considering she would be the one serving them, I'm not really sure why she was so shocked. She rushed to the kitchen and brought out the two soups, which were then served to the incorrect people. At this point, she informed us that the kitchen was quite far behind and that they also did not have any avocado to make the avocado club egg rolls. I told her that we didn't order those, we ordered the chips and guac. She apologized and said that they didn't have avocados for that either and asked if we wanted to order another app. As I was about to, she said our pizzas were only about five minutes from being done, so we decided to forego the app, even though that was part of the reason we were there. Still no second and third waters, by the way. In about five or ten minutes, the pizzas come out. One Neapolitan Burrata on their regular crust, as ordered, and one spicy pepperoni, which was incorrect. I told our server that I had specifically ordered two Nea Burrata pizzas and added the spicy pepperoni to the second one. The menu even had that specific item as an add-on to that particular pizza. The server seemed confused and once again apologized. We decided to just eat what was given to us so we wouldn't have to wait any longer and we didn't want to just waste the food. Still no waters. Finally, as we had already dug into our pizza, the other two waters arrived. This was a solid 45 minutes into our time there. Once we finished eating, our server once again came by and asked us if we wanted any boxes and if she could bring the check. No offer of dessert or coffee. Quite frankly, we all just wanted to leave at that point, so we went ahead and got the check. The server brought back my card and receipt to sign, but didn't remember to bring a pen. Look, I understand if your kitchen is backed up, I do. Even though the restaurant was only moderately busy, I get it. You may have the staff. What I don't understand is the complete incompetence from our server at every single turn. There was something wrong with every single aspect of our meal service, she was very frazzled, and very obviously wanted to get us out of there as quickly as possible. Also, there wasn't anyone at the host/hostess station both when we arrived and when we left. This incredibly subpar experience was not worth the $12 and change I saved from my 20% coupon. This CPK used to be a favorite of mine to come and dine with family and friends, but it has really gone downhill in the past few years. Very, very...

I sent this letter to Management with a complaint about my horrible experience and so far no one has gotten back to me...

"To Whom It May Concern, I wanted to express my discontent with the food and the service I received this past Saturday at your establishment. Your service was HORRIBLE and not to mention our food was burnt. The hostess and our waiter did not seem to care. The hostesses were more focused on checking their iPhones at the hostess’s table while they had dozens of people waiting for tables rather than go and check for tables or help clean up. When we got there we were told that the wait wouldn't be longer than 20-30 minutes and we ended up waiting 50 minutes. You need to put more reliable people to take care of your guest at the front of the house. Our waiter did not seem very pleasant he looked like he was just there to do a job and we had to keep waiting for him to even refill our drinks and he took so long to check on us that when we finished eating we handed him our credit card without even looking at our bill because he just did not check in with us enough. Now the food, at first when got our appetizer it was good but the bottom of my pizza was burnt and I even got ashes or whatever in my tongue from the oven, it felt as if when they cooked the pizza they didn't put it in a plate and the cook just threw it in the oven and let it burn. I know it was only two of us but because we are only two do we deserve to be treated like second class citizens??? The numerous times we've been to your restaurant before we always have good experiences but this time you guys really made us upset with your disappointing service, thanks to your clueless hostess on duty, and your careless waiter, oh and your cook who burns pizzas. We ate the food because we were starving after waiting for almost an hour for a table... You definitively have a lot of training issues in your establishment and frankly I will think twice before going to your restaurant again. I demand a refund for the amount of $70.17 as I don't think you deserved my business for providing such horrible customer service and food. If you don't give me a refund I will dispute the charge with my bank and I will keep this letter and forward it to your...

Reading is fundamental. I have been going to this location for a couple of years now and was doing curbside orders (then eat the ordered food inside the car somewhere) since the pandemic to support businesses like them. At 5:31pm I ordered my usual (automated order over the phone--pizza, 2 kinds of pasta, utensils, napkin, bread and key lime pie). I got notified that my food will be ready in 25 mins. Since we are aware that its a busy night, my husband and I took our time to get there, we live 25 mins away. When we got there at 6:02, I called to let them know I am at curbside #4 and the lady stated our food will be right out. I called 15 mins later and was told that my food has been ready. I asked if they didn't take down the note that Im at #4, he said while taking his time "yeeeah #4". My food was already cold when it got to me at 6:20pm and by the time we pulled out of the shopping area, the utensils/napkins and the bread was not inside the bag. I called at 6:22pm to ask for the utensils. It made me so upset because it was an easy fix, I told the lady that I can turn around, why place me on hold twice?? I called to speak to the manager on our way home, they took my number but I doubt it that they will call me back.

They received my order in plain english, all they have to do is READ, GET IT RIGHT and LISTEN to customer notifications. I know one has to be nice to the people who shows up for work nowadays, I work in healthcare and totally understand the pressure but being overwhelmed is not an excuse not to fulfill the order accurately and delay the task you signed up for.. Thats why you are there, in that business, because people rely on you to get it right. Your staff needs a good amount of customer service training. Again, READING IS...