Lazzara's Pizza & Subs — Restaurant in Emerald Isle

The food is great. The employees were working their butts off. They were hard at it trying to serve people. I've been on the service industry for years. I very rarely comment on anything bad. I understand the restaurant was busy. It's Friday evening, the end of June. I went in with the attitude that I would have to wait 45mins to an hour. I ordered a meatball sub. The front line personnel was a lovely lady, named Amy. She was polite, professional and was handling a lot of stress. The issue came when 12 people (I counted) ordered at the same time as me, are and LEFT before I got my food. Still no issue. I went in, there was about 10 people in line. Amy would not give me any attention. So I said, I've waited over and hour and I maybe my order got lost. The name is Heather. She couldn't find my name or order. I said you never asked for my name. My order is 195. I'm getting irritated because she got an attitude. Then she said your name is heather, obviously I asked your name. Ok. No problem. I walked away. "It's almost ready" she says. You ordered at 6:08. Ok my bad. I didn't wait an hour. 50 mins, was ticking past. I waited another 8 mins. Then the kitchen staff, which you can verbally hear and see him (no wall). Decides to crack a joke and say it's been ready 30 mins. Look. All you have to say is we lost it and messed up. We will make it right. No big deal, but when people patronize you, why would you give repeat business? I was born and raised in North Carolina. I love NC and I come to the island 4-6 times a year. I've seen business like this come and go. The reason they are in business is not because of their customer service and that's ok. They have a good location, good food and hard working staff. If you teach your staff to be rude and nonchalant for customer service, it will eventually affect your business...

The pizza here is very good; however, they absolutely need to figure out a better system for picking up call-in and internet orders. We ordered a few pizzas on a Friday (8/14/20) around 4:45PM. They advised that the food would be ready by 5:30PM. I arrived a little late, 5:38PM to be exact, and when I walked in there were at least six people waiting in line. Some were waiting to order, and others were waiting to pick up. I asked if I could just pick up my pizza, but I was told that I had to wait in line, which completely defeats the purpose of calling ahead. So I get in line, and by the time I got to the register it was 6PM...22 minutes after I had arrived. This is simply unacceptable; I don't care how busy you are, if someone orders ahead, they should not have to wait that long to pick up their food, which is sitting out getting cold. As I was checking out, I realized that one of the pizzas was wrong, so it had to be re-made, and I finally got out of there at 6:05PM...nearly 30 minutes after I arrived.

They only had one person working the counter/register, and she was having to manage taking orders, warming up single slices of pizza, getting desserts, etc. This place needs to have at least two people working the counter during peak times in order to keep customers satisfied, and it would absolutely make the most sense for them to have two lines; one for ordering, and one for pickup, in order to maintain some type of organization.

All that said, the pizza is delicious. I would have given the review 5 stars had it not been for the terrible wait to pick up my food. I really hope the owner reads this and considers switching things up with respect to...

Haven’t eaten the pizza yet but the customer service is the worst I’ve ever experienced! Was told it would be up to hour and a half. I called back TWO HOURS later and they said “They got busy” and we’d be ready about 20 more minutes. We asked about receiving any compensation and they said I don’t think so! In 30 minutes it will be THREE HOURS waiting on pizza!!

If you’re really that busy than be honest or call back and tell your customer (or compensate them.) I don’t really care about the quality of pizza now when I know their quality of service is the worse ever. Pass on them!

(UPDATE) Responding to owner Iit was Friday 7/5/19 at 5:40 pm 6404 West Ocean Drive. Phone was 740-xxx-0791. I ordered a Supreme GodFather with banana peppers on 1/2 the pizza and paid with cash $33. Pizza arrived 8:20 pm when I was originally told it would be an hour and a half delivery time.

I understand being busy and the situation but I do not agree telling your customers a time and than being that late. Simply tell your folks upfront it’s a crazy night and that it may be up to a 3 hour wait! Than I would have been OK (and picked it up myself for sure.) Thank you...