Knead & Bake Pizza — Restaurant in Hawaii

If you could give 0 stars I would. Where to even start. We called twice both of which were not picked up. They don't even have a voicemail box set up so you can't leave messages either, which is a cardinal sin of any small business. We were consigned to order online. We ordered 3 personal pizzas. Our pizzas were supposed to be ready for pick up at 7:35. When we arrived early there were already 3 groups waiting in and around the store, all of which said they had been waiting a long time. It was immediately clear that we would not be getting our pizza on time, since other people had ordered online and were kept waiting. When the employee came out I told him we had a pickup at 7:35 and asked if our pizza would be out then. He said it would be even though it was very obvious that it wouldn't. Throughout the 30 or so minutes we were waiting there were 5-6 groups of customers that came in and out and none of them got their pizzas on time. The issue is that the staff blatantly lie to all of the customers. As we learned later they hadn't even started on our pizza yet and there were several customers in front of us also waiting. Yet they kept telling customers their pizzas would be out soon even though they clearly weren't going to be. One group that was there had been waiting nearly 2 hours!!! They ordered online and were supposed to pick up their pizza at 6:30 and didn't get it until 8:15! If the staff would just tell customers that it is going to be a long wait then they could cancel and go somewhere else but they keep everyone waiting! It appears they do not have a large oven but only multiple small, slow cooking ovens, making the wait and baking process excruciatingly slow. They cannot deliver on the fast turnaround expected of a pizza store and they cannot give proper estimates. Seeing what had happened to all the other customers we decided to get a refund and leave. After re-entering the store with several other customers we waited several minutes with nothing happening until an employee finally came out. I asked for a refund which he began the process then suddenly walked away without saying anything and disappeared into the back. After waiting a couple minutes a different employee appeared and finished the refund. There were so many customers who came in and out with similar experiences. Customer service is terrible, and wait times are painfully long, stay away! It would be better if they would just be honest with people on...

Edit

The owner responded and has refunded my order. Like I said pizza was a 5 star and with a owner willing to own up to their mistakes takes a lot and deserves to be bumped up to a 5 star. I understand you can't always get the best help on island and can tell they are thriving to be better. We need more companies like this on island.

----Original review below---

I come here all the time and I normally would give it a 5 star. I'm sure the pizza will still be 5 star. If I could separate the ratings I would.

I ordered 2 pizzas at 5:35 and said it would be ready at 7:20. Okay almost 2 hours for pizza no big deal. I was ordering ahead because they are normally busy and I'm sure super bowl Sunday was even busier.

I arrive at 7:15 and sit inside. They have a bell to ring for service but I was early so I just was sitting and waiting. At 7:24 I rang the bell. I could hear them discussing on if they are still taking orders and it would be a 30 min wait. The lady walked out then back in and came out 5 min later expecting me to be a new order. I told her my name and I heard the guy say another 10 min. This put my order ready at 7:45. That's 2 hours and 15 min for two pizzas.

Your back cooking area is not sound proof. I couldnhear everything. No call to let me know the order was going to be 25 min past the time. Just super poor customer...

We attempted to order 3 pizzas and a salad in person on the early side of the dinner hour yesterday (5:35 pm). We were told it would be a 30 minute wait. After 40 minutes, I checked on the order and the woman working in the kitchen told me she hadn’t even started our order yet, and it would be at least 30 more minutes. I asked if the fact that we were waiting in person meant that she could start them, and she said there was nothing she could do because so many online orders had come in. Because it was getting to be the busy part of the dinner hour, we opted to wait the 30 additional minutes. I checked back after 30 more minutes (1 hour and 10 minutes after ordering) and she said it would be 5 more minutes. She then presented me with someone else’s order. I told her it wasn’t ours, and she said she was mistaken, and hadn’t even started ours!! She said it would be at least 30 more minutes. Two other parties were in there having similar issues, so we asked for a refund. This took 20 minutes itself. 90 minutes after arriving, we left with no dinner. This crew is totally unequipped to run this restaurant. I do NOT recommend eating here until the operational issues have...