Hook & Ladder Pizza — Restaurant in Hollister

Let me start with the positives. Excellent food. I didn't get a picture of the pasta but kids loved it. My family is unfortunately very picky but they loved the pizza, breadsticks and pasta. Firehouse atmosphere was cool. Seeing the different equipment and badges, etc was neat.

Now onto the negatives.

The fronthouse guy was friendly. The waitresses.....not so much. The entrance, where you both order and pay prior to sitting is a tight area. One waitress asked to get by me so I moved and didn't notice she had just grabbed a box and was right behind me so my kids motioned for me to move over. I wasn't expecting her to be coming back through right after just passing by me and I simply said I didn't realize she was behind me since she just walked past. I'm not sure if she heard me wrong but she was kind of snippy about it being a small space and it's the only spot you have for your boxes. The other waitress was nice when she brought out our food but when I mentioned to her they had forgotten our dessert, she seemed put out . This place would have been a repeat stop when we go to Branson had it not been for the automatic tip that was put on my order for whatever reason. I can understand workers having an off day and be willing to give a place another try, but adding a tip to an order when literally no service has been rendered, is just bad business. And the amount is irrelevant, 1%, 2%, etc... Makes no difference. I think me tipping 20% prior to even sitting down is pretty generous and on an order totaling over $100 at that. And I also think 20% ($16) is extremely generous considering, outside of bringing us our food and bringing us a to-go box, no service was actually given to us. Customers get their own drinks to start, which is fine, but not once did either waitress ask us how the food was or if we needed anything or even offer to refill our drinks. (And yes, we've been to places where you get your own drinks and the wait staff still offers to refill).

So needless to say, I can't see us returning, despite the great tasting food; which is sad because finding a decent pizza place nowadays isn't easy, especially with my picky family. 🤣 Hopefully this helps to improve...

See Update Below. Mostly incompetent. BTW a FORCED 'gratuity' is a fee. 🙄 What is the gratuity even for? I have to get my pizza; I have to refill my drink.... Earn a gratuity.

-------- First Response -------- "Sorry"? The tip screen confusion IS THE WHOLE POINT and not an uncommon register scam. And I'm going to ask, "If the customer hits 'No Tip'" then there's no confusion, there is fraud. If you want to layer a tip in later on the order and only briefly show it on the screen, like some huckster's sleight of hand, that's deception. Take your pick, neither are honest.

I did give you a chance! You had a chance; you just blew it in spectacular fashion. You made FIVE mistakes on an order with two pizzas (and one was a standard specialty pizza with no customizations). And as for your "amazing service", you DIDN'T bring me my pizza; you didn't even call me to come and get it. We had to come and ask about it. And there it was just sitting on the counter getting cold. And don't play the "You should tip because we buss tables and do dishes" card. That's just stupid. People who know how to run restaurants include that in the cost and don't fraudulently skim tip payments from patrons to pay for bussing tables 🙄. And by the way, IT WAS A CARRY OUT ORDER!!! There is no bussing or dished done. When first we approached you about the 5% tip, we were told by one of your cooks that it was to make up for the folks who don't tip. What you were doing was demanding I tip the cooks because it sure wasn't for the service!

And just what awards? You talk A LOT about these "awards". I'm sure you did, in fact win, "Best of Even Numbered Addresses in Holister" in Italian-Like Food Stuffs category. But, if the other awards are equally amazing, surely I'd find them posted on your website, since you're so proud of them. However, not a single mention of any of them.

And much like the "chance" that we gave you to wow us with your marketing award pizza, we gave you a chance to also make the mistakes on the ticket right to. However, your staff refused to fix it, so we had to demand our money back.

PS: Schlotzsky's and Taco Bell...

Aug. 15th 2022. My fiancée and I walk into a quant pizzeria the tribute to Firefighters and first responders is blatantly obviously, the menu hand written on the wall in front of you the pizza sizes by pan are to the left. It’s a comfortable atmosphere, the kitchen is hustling and bustling. The aroma hits you in the face and triggers a primal reaction to eat! We both had the calzones and baked ravioli. Folks when I say it’s nothing short of perfection I kid you not! The calzones where massive. PLENTY! The baked ravioli magnificent. I had the meat lovers calzone. I swear to god I tasted a slight hint of a smoky flavor to it but the owner said there was nothing smoked in the calzone. Now for the Guy Fiery part. They have this Hot honey. It’s honey with peppers in it. I know crazy right? The owner insisted that I try it, reluctantly I did and to you sir I thank you! Monkey bread people! It tasted just like monkey bread with my calzone. I thought this is amazing! I was so impressed by it that I bought a bottle and a hat to take home. Which if you knew how thrifty I am, that’s saying something! My fiancée tried it as well and agreed it did taste like monkey bread. I know you’re thinking but it’s got peppers, neither of us could really even taste the peppers and she doesn’t do spicy at all. I tried talking the owner into selling his honey, shirts and hats online and I really hope he does. The dining area is covered with uniform patches from around the country and you can almost feel the spirit of the first responders in the room with you. The ambiance is felt on such a deeper level. Like hanging out with your best friend at your favorite spot. The owner is so very humble and extremely knowledgeable. I will make this a must dining experience from now on when I come to Branson. Y’all have got to try this...