Hawthorne's New York Pizza and Bar Huntersville — Restaurant in Huntersville

My family has ordered here for years and NEVER have I had such a TERRIBLE experience as I did tonight!!! I ordered online and was told the wait for my order was 40 minutes, so I arrived at the restaurant to pick up the order 45-50 minutes later to give them plenty of time to prepare it. I was told my order was almost done being prepared and they were waiting on one small 9in' pizza, so I stood to the side to wait. I then proceeded to wait for 20 MINUTES FOR ONE SMALL PIZZA! In that time I witnessed eight other customers come in for their orders, most of which being forced to wait due to orders not being complete. It got to the point where the two guys handling the orders started to look at each other and say numerous times "bro, this is so bad" while laughing because there were so many people waiting. There was nothing funny about the situation. Also, some of the people who asked about their order were told they would check on it and then they never came back to tell them anything about the progress of their orders. Then, one lady was given the wrong size pizza, a small instead of a large, which they said they were happy to fix. However, the kitchen was not and proceeded to complain about remaking the order, demanding to see the original ticket and tried to place blame saying that the order had been changed by someone because they had made it "according to the ticket". The people in the kitchen need to understand that not only can we SEE them, we can also HEAR them talking, and while most of the kitchen staff spoke Spanish, I speak Spanish somewhat fluently and could understand what they were saying. By this time the rest of my order had been sitting on their silver racks for 20+ minutes growing cold and soggy while they were making the one small pizza. Finally, after 20+ minutes of waiting, the 9in' pizza was brought out and my entire order was given to me without any apology or explanation for the ridiculously long wait or the fact that most of my entire order was now cold and soggy. This is one of the worst experiences I've had with take-out at any restaurant in a long time!!!

EDIT: Notice how the other reviews got an actual thought out reply from the owners, while I got a standard copy and paste response with little care or concern being expressed. This seems like an obvious dismissal of my experience as not being worth their...

Super disappointed and completely unacceptable! Last night (on a Friday) I placed an online order - large pizza, wings, mozzarella sticks, and a pasta dish. It said 45-50 mins which is understandable on a busy Friday night. Once I got there I noticed the total chaos, they said everything was done but the pizza so took a seat and waited patiently. After 30 mins past my 50 min wait time I asked how much longer (as everyone else was doing for their orders) and I was told it should only be a little longer. During this time the manager was only concerned and focused on the resturant part, she kept asking how the other side was doing knowing how backed up the take out side was, yet did NOTHING to help make anything better. Finally another customer who had also been waiting an hour past his wait time walked over to the manger and demanded something be done. She then got his order completed and tried walking away from all the other angry customers. Now an hour past my pick up time, all other food completely cold and still no pizza, I now had to go get the manager from the other side to get help. She ended up comping the food because everything was cold as it had been sitting for more than an hour and she got the pizza out but when I got home the pizza was dough and sauce NO CHEESE!! Def. not doing take out there ever again. The manager needed to step up big time. Instead she let the young guys upfront take all the heat, poor management. There are multiple reviews like this with a response of you take feedback...

So, my wife and I just finished eating a veggie pizza that we had ordered to dine in, but "stuff" happened. We were greeted and seated when we entered, and our server, Haylee, never attended to us without a bright and genuine smile. We quickly received our drinks and side salads, (which were delicious,) and waited for them to bring our pizza. Then we waited,....and we waited,.....and we waited. We were getting anxious when the manager, Justin, came up to us and acknowledged what he called an "unacceptable delay," apologized, and covered our bill, all while insisting to still provide our supper to go, (because at that point we were too upset to eat there.)

My wife and I had both been there before individually, and both had good experiences. We were upset with this experience, but we understand and believe that this was just a slip up. The important thing here is how it was handled by the staff. They were sincerely apologetic, and did their best to compensate us, which I felt was very professionally done. The pizza was exceptional once we got home and ate, and this unfortunate experience actually served to guarantee our continued patronage. Well done Justin and Haylee! We will...