Russo's New York Pizzeria & Italian Kitchen | Bridgeland — Restaurant in Cypress

Got take out, food was AMAZING but the young lady behind the counter talking our order on 12/16/24 needs more training especially in “listening” when taking an order. I gave her the first part of the order which was for our son at home and me. I was reading his order from a phone text, which was the Pistachio Chicken and Tomato Basil Soup, (in my head I thought to myself add my soup order now making it easier on her for 2 soups and not having to go back and add it when I gave my order next), then I gave her my order for the pasta. My husband gave his ordered and then we waited. When the order was brought out there was no soup, needless to say we were not happy but didn’t say anything till after waiting for some time when the other server saw us sitting there with our food getting cold. We explained to her what happened so she went to check on the soup. When she came back and told us it was being made fresh I thought I heard the young lady behind the counter say there was never any mention of soup. Which kind of made me upset since I distinctly recall trying to make the order easier for her. Anyway we finally got the soup and headed home. The Tomato Basil soup is the best I’ve ever had and both pastas were great. The meatball sandwich was good but could have used more sauce for my...

The staff was friendly. This is the best thing I can say about this location. I ordered carryout, one kids pepperoni slice and a BYO calzone. The online order stated it would be ready at 6:30pm. It was finally available at 6:45pm. The irritation is that I could see the order sitting in the back the entire time I waited. The nice ladies up front asked about the order three times and were told by the kitchen staff it wasn't ready. I was eventually handed two boxes that had been in clear view the entire time. Once home the experience was even less impressive. The kids slice was a greasy, inedible mess. It went straight to the trash after one bite. The calzone was not much better. It was greasy, over cooked and a mess when cut open. I was really hoping for a better experience given the Fairfield location is really good.

Tried a second time with the same result. The carryout order took 15 minutes longer than the stated time for pickup. The calzone was better, but not good. The spaghetti my wife ordered was inedible. I didn't think you could completely screw up spaghetti, but they managed. We threw it out.

There will not be a third chance. Hopefully, this location shuts down soon so we can get something...

It’s unfortunate that I’ve had two disappointing experiences in a row at your restaurant, despite enjoying the food itself. After giving it a second chance, the service quality has made it hard to justify returning.

On my first visit, I waited two hours for my order. I was repeatedly told, after the first hour, that it would be ready "soon." Ultimately, I found out my order had been lost, which was very frustrating. Oh and I left empty handed.

My most recent experience involved ordering delivery through your Toast system. After an hour, I received a message that my order was canceled, with the explanation that it had been given to DoorDash and I would need to contact them. The only alternative offered was to have the order remade for pickup. By the time we finally received our food—two and a half hours later—it had caused a significant inconvenience, especially as we had guests.

I understand that mistakes happen, but these repeated issues suggest that there are process or staffing problems that need attention. I hope management will take this feedback seriously and work to improve the overall customer experience. Unfortunately, after these experiences, I can’t see...