Ugo's Pizza Parlor — Restaurant in Dallas

This is kind of long because I’m really, Really disappointed in the terrible customer service ordeal I just experienced with this place. The pizza itself is decent. Nothing special. Crust is nice. I picked up my pizza and once I got home realized they left the pepperoni off. The receipt on the box has pepperoni as the first topping so that’s just a real lack of attention to detail. I don’t know how you make that mistake but I called and let them know and the girl offered “a refund or they could remake it”. I said I’ll take the refund. She does her thing then at the very end says she processed it and the refund for the topping of $2.50 is all set. Lol, seriously? If that’s what she meant all along the least she could have done is be upfront and honest about it. That was just straight up misleading.

We tried to keep eating it but it tasted awful so I called back and asked if I could get it remade instead and pay for the topping again. The manager, Gavin, said no problem they’d make it and hung up without giving me a time estimate or saying anything further. I waited a half hour and went back with the $2.50 and here comes Gavin saying they can’t give me my pizza without the old one. He didn’t tell me that, he just hung up on me. I said no one mentioned that, can I come back with it in a few minutes so my kids can at least eat? He tells me he called me back and left a message. He didn’t call me back, he called a different number. I have hungry kids at home who have been waiting 90 minutes at this point and this guy is acting like his hands are tied making me drive back a THIRD time because of his employees mistake and then his own mistake when any decent manager would have tried to not make the experience even worse for their customer. The whole experience made me feel like they couldn’t care less about keeping customers.

Oh yeah, and the second pizza didn’t even have the extra sauce this time.

0/5. A complete...

My experience from start to finish, it begans with being placed on hold while another person was being helped, that I am perfectly ok with, until almost 10 minutes past and I was forgotten. Maybe that's my fault for being so patient. I hung up and called back to try and place an order. Very simple with what I requested, literally 2 toppings only. I went to pick it up 10 minutes later than they said it would be ready to give time, it took 20 additional minutes, because they burnt breadsticks. When they gave me my order it was an entirely different pizza with several additional topping I did not ask for. They did offer to replace it though I did not have another hour of free time to wait until it was ready, so sadly I came home to my kids empty handed. Ugo's is nothing like it used to be. Very shocked and disappointed. Again I'm not one to trash talk restaurants since I've been professionally cooking myself the past 14 years but I really couldn't believe it this time. Hopefully others will continue to get the service...

I was in the jury selection process at the courthouse around the corner. I didn't know anything about this place when I found it. Growing up in West Salem, the pizza place to be was always Walery's, but sometime in the 2010's era, the quality dropped. I feel like this place is where it went. The pizza brought me back 15 years to something so delicious. I will be going here again and have already recommended the place to others.

Update: I went back a few days ago. I ordered the lunch special. Which is a personal size pizza and a soda. I sat and waited for more than an hour. When I approached the counted to ask for a refund so I could just go somewhere else, they said it was almost done and would be about 3 minutes. It was another 10 minutes before they managed to bring it out. For the first 30 minutes it was just myself and 2 others that were together. In that time, a group of 4 came in and left with their pizza that they had ordered and a group of 3 dined in.

Most disappointed in service I...