Napoli's Pizzeria & Restaurant — Restaurant in Hoboken

The pizza is actually good but it’s a shame because the customer service is horrible. I visit here frequently in person but this was the first time I ordered for pick up. The lady on the phone placed me on hold immediately which is fine I understand the place can be busy. I got hung up on after waiting for 5 minutes. I called again and the same lady Mariela answered and immediately put me on hold again when again the call was hung up. I called a third time as my final try because I wanted to give them the benefit of doubt and this before anyone could put me on hold I voiced what happened and that I had been hung up on twice, I was then transferred without any response and a man answered the phone, I told him the same thing that I was hung up on twice and would like to place an order and appreciate if I wasn’t hung up on for a third time. He replied very rudely and stated there was only 1 person working tonight and never apologized at all, he said when there’s too many orders at once the calls get hung up on so apparently that’s normal and justified behavior at this establishment. The pizza is good but again we’re in Hoboken and there’s good pizza everywhere and though I was a regular before, I will never return to Napolis again because the pizza isn’t good enough to justify this. I understand that they’re understaffed and that is awful for the employees who deserve better, but yelling at customers and hanging up on them is not the way to manage things. It’s a such a shame that they don’t seem to care or value their...

I rarely write bad reviews for any local businesses but I was so disappointed by our experience yesterday. We've ordered from here before and have had similar issues with slight delays, but usually give them the benefit of the doubt since we like their menu.

Last night was the worst we had ever experienced. We ordered at 6:45pm and the estimated delivery time was 1.5 hours, so we were already prepared to wait a bit. It ended up taking over THREE hours and MANY follow up calls later! Each time we called, we didn't even get a legitimate response or any form of an apology. The staff hung up on us multiple times saying they were "putting us on hold" or "asking the manager". I even overheard "Oh, did Jose ever take it?" .... we kept wondering if they had forgotten about our order entirely and if we should just heat up a frozen dinner.

We understand that it had snowed earlier in the day and that could cause some delays, but we are literally a 10 minute walk away. Could we have walked over to pick up our order instead? Normally yes, but this time, my husband and I happed to have Covid, so we obviously didn't want to infect everyone at the restaurant...With no other option at this point, we just had to sit and wait until 10pm to get our pizza. When we finally did get it, it was cold and rubbery, so not even worth the wait. This was definitely the final straw, and sadly we won't be ordering from...

The food was not bad, but the service was horrible. Waited for 45 minutes after putting in our appetizer order, and was given the wrong entree, by a different waiter, before we got it. Then, after we finally got our appetizer, we were approached by another random waiter trying to clarify what it was we both ordered. We both had our entrees, I had the penne vodka pizza which was strange tasting, and my boyfriend got the chicken Parm sandwich which was very good. When we got the bill, his sandwich was $3 more than it was supposed to be, and when we asked one of our 3 waiters, she said "there was an upcharge, I don't normally need to tell every single table if there's an extra charge or not, I also didn't charge you for the penne on your pizza so..." So what? Not telling someone there's an extra charge, but saying you didn't charge extra for an item on the menu? Even though the billed amount on the check was the same amount on the menu, for the item she "didn't charge us for"? Makes no sense, unsure of what she was talking about, food not good enough to overcome...