Brick Oven Pizza — Restaurant in Hawaii

The first time I went here, I sat at the bar and had a great experience. The bartender was fast, made good drinks and the food was decent. The last two times my boyfriend and I have come here we’re horrible. I sat out on the patio. The restaurant was only half full and they had more than enough waitstaff on the floor but our server was just slow!!! The other tables on the patio were complaining as well because of the service. The table next to us was the only one getting fast service and it’s cuz they were friends outside of work. Despite he slow service, he served messed up my pizza that took 25 min to get.. forgot to put in the drink I ordered so that also took about a half hour. She brought out the wrong pizza and asked if I wanted her to have them remake it. Of course I said yes cuz I ordered what I ordered for a reason. That took another 30 or so minutes. When we finally decided to leave, I asked for our check. I asked her to add military discount and she forgot to and ran our card anyways. So I had her rerun it. I have now been charged 2 different times and been working for 3 weeks now to get a refund for the second charge but keep getting the runaround. When I first saw the charge I assumed it would take a few days to fall off so I gave them 5 business days. When I called the first time and they said they would call me back because the manager needed to take care of it. Never got a call. I called them back and they said he cashier had to take care of it and beg would call me back. Never got a call. I called again and they said they would follow up with their cashier and call me back. Never got a call. Called back and they said the owner had to take care of it but wouldn’t be in until Tuesday (4 days from when I talked to them) and that they would called me back. Finally I called back this morning and the manager was rude and had an attitude. She said she would cal the owner and call me back after. So I asked her, if I don’t hear from her when I should call back. She said tomorrow. I am now having to work with my bank to resolve his situation. I will not be going back to this place. It sucks cuz the drinks and food are fine but the service and management are horrible. Unless you want to have to put in more work than the staff there in order to have your food and be charged correctly, then I wouldn’t go. Not...

The first time we tried this place, we sat around for 45 minutes waiting to order food in a half empty restaurant. Food took an hour to show up and then our order was wrong.

It's been about 3 months and we figured we'd try again. The host seated us immediately and we saw that there were only two other tables, each with two people at them. So counting our group there were 8 people in the restaurant, at 3 tables.

The waitress came out and brought food to the table in our left as soon as we were seated. So now it was really only us and one other table. She walked right by our table without a word and took a drink order from the table to our right. Walked by us without a word again and disappeared.

10 minutes went by. She walked by again, no acknowledgement, and delivered drinks to the table on the right. Started taking their food order. At this point we had been seated for 15 minutes without even having a drink order taken in a basically empty restaurant.

I waitresses for years. This is some of the worst service I've encountered in a long time. Complete lack of time management, basic customer service, and ability to prioritize.

It should have been: deliver food to left table, take drink order from right table, take drink order from us. Check on left table, deliver drinks to both other tables, take and enter food orders for both. Check on left table again. Why is this hard?

We waited 20 solid minutes then took the omen and walked out. If your girl can't handle 3 small tables, and it hasn't changed in 3 months, good luck...

Highly disappointing service with a great product!

My family and I absolutely believe this restaurant has some of the best pizza on island. However, having a terrible customer service experience can make you never want to return.

In our case I ordered a pizza for pick up on the phone at 7:14pm on 17 APR 19. Arrived to the restaurant 20 minutes later. The pizza wasn’t ready yet, so I asked if we could dine-in instead. Server gave me attitude. We then sat and waited another 15/20 minutes for our pizza to be brought out, which makes me believe she moved my take out order to the back of the queue because everyone that walked in the restaurant with us had already received their food.

While we waited for the food we weren’t offered drinks or a high chair or anything. We asked a wait staff member who is going to help us. He then pointed at the lady at the bar. When she walked by, we asked her for water. She then pointed to the guy that just told us she was our waitress. So we explained to her that everyone is simply pointing at the other person. Five minutes later we were finally served. I understand the human factor and it was likely the end of shift and they were tired. But they were completely unprofessional.

Extremely disappointed because now we have to miss out on great food by never returning to this place again. Clearly leadership is the problem because it wasn’t simply one bad apple. Never experienced this any of our other weekly visits but customer experience is a paramount. This...