New York City Pizza — Restaurant in Hilton Head Island

I made an order on February 14, 2021 at 7:29 pm at the Pembroke Drive location. I placed my order via direct phone call (not third party) at 7:29 pm while staying at the Westin Hotel in Hilton Head Island and provided my room number for delivery for what the employee said would be "30-45 minutes." At 8:53 pm I still had not received my order and wanted to ask for an update, the call was quickly diverted after being told they would contact the driver. I then proceeded to call again at 8:55 pm knowing the establishment closed at 9 pm. I was told my pizza was out for delivery and would be there "any second" and I should wait in the lobby as opposed to the originally stated door delivery to my room. My order arrived at 9:09 pm. Not only did it arrive almost an hour after I was told upon ordering, but the order was wrong. If that wasn't enough it itself it was WET. The reason it was wet is because the driver did not even exit his vehicle, but we had to walk to him in the rain and he held it out the car window! Not delivered to my room door, not delivered to the Westin Lobby, but held out a window in the rain. I repeatedly called at this point because we were handed cold, inedible pizza and mozzarella sticks, when what we actually ordered was a large cheese pizza and cheesecake. After no contact could be made on Sunday night, I called the Pembroke location on Tuesday afternoon knowing it was operating hours and spoke with the standing manager. The man was helpful, said he would pass the message along to his boss, and I provided my first and last name, time of order, contents of order, details of my experience, the amount I was charged, the last four digits of the card used for the order, and a phone number I could be contacted at for the earliest convenience. I understand refunds can take up to 5-7 business days so I was adamantly checking my bank statements. I was SHOCKED to see not only was I not refunded, but the total had increased by $5.00! This is entirely UNACCEPTABLE and ILLEGAL. I can assure you this was forged, as I planned to tip in cash and had cash on hand even when I was going to accept the order in the hotel lobby, but after my experience of being handed the order through a car window an hour late, I decided a tip was no longer appropriate and chose not to provide a tip and slashed the tip area when signing my receipt. I offered to provide screenshots of my call logs, pictures of food, pictures of receipts, and screenshots of my change in bank statements, but still have not heard back from anyone. I tried to call about this today and was told a different manager would be notified... If I do not receive a call this week from a general manager or corporate employee about this, I will be reporting this to the powers that be. DO...

Long wait, bad tasting soup and underwhelming service is what I experienced tonight. There are probably three other guests in the restaurant, on a Sunday night. So, in my mind... not a lot of folks, good. That means faster service. Nope. It took over thirty minutes for two slices of pizza, a soup, and a pasta dish. The soup tasted very bad. The wedding soup and chewy chicken and harder than al-dente pasta in it just had an odd taste to it. I don't like waiting almost a half hour for bad tasting food. The staff all looked like they didn't really want to be there. They weren't particularly friendly. Try smiling a little bit? Who trains/manages these people? Did I mention that the food took a half hour and that they weren't exactly busy? Why is that? There were more employees than customers, probably. The pasta wasn't too swift either. Not enough pasta with a bunch of sauce is what experienced. It definitely was not seasoned, not even with salt or pepper. It wasn't at all up to the standard of what I would expect from a good restaurant. Where's the pasta? It doesn't cost that much... add a bit more to the plate, please. The slices were pretty good (pepperoni)... but it should be good, right? It's a pizzeria, for goodness sake. But, back to the awful soup... why does it take thirty minutes to ladel some soup into a bowl? Why did we have to wait so long? And then only to be disappointed when it finally did arrive. But, alas... heck, I didn't really eat much of it. It tasted bad. Bad. Like there was something wrong with it. I actually had to make a rapid visit to the porcelain throne when I got home. You catch what I'm sayin'? I can't prove it, but I bet it had something to do with the nasty soup. I won't be visiting again. It was a bad experience for me. There's nothing worse than spending your hard earned money expecting a pleasant evening with good food but instead experiencing a thirty minute wait for nasty soup. Also, the breadsticks were hard and not edible. Sad, I am, because of this experience. Shame on you, New York City Pizza. Do...

My husband and I went to eat dinner at the NYC Pizza at Festival Center last night before catching our son's soccer game. We ordered a Caesar salad, the nacho appetizer, and a Sicilian pizza and two beers. We got the salad super fast, and the nachos shortly after both were okay, not amazing but not awful. Then we waited for the pizza. After a long and stressful week, I wasn't really worried about timing, but we did have a game to get to and so we were on a time crunch as we got there at about 545pm and the game was to start at 7pm. We waited over 30 minutes for the pizza, and the bar tender/waitress came over to tell us that Sicilian pizzas take longer and it should be out soon. Another 10 minutes maybe went by, and the manager came over to inform us that they had made a mistake in the kitchen and didn't cook our pizza. He was extremely apologetic and professional, apologizing profusely and offered to have a traditional or thin crust pizza made for us in 6 minutes complimentary. We both work in the service industry and had a long week taking care of our own clients so we are not ones to complain or get upset when we go out. So, we just asked for a pepperoni pizza. We got it in about 2 minutes, and it was HOT and the best pizza we have had in a long time. NYCP is our go to pizza place, so we come often, but this pizza was even better than usual. On our way out the door the manager met us again and thanked us for not getting mad. We have not really ever had a bad experience at NYCP. Especially at this location. But the way that the management handled this situation was above and beyond perfect business practices. I am not one to write reviews, but I have managed restaurants and other service businesses and I know how the majority of reviews are about bad experiences, so I wanted to make sure this was out there so others know how great they handled...