Renato's Pizza Masters — Restaurant in Jersey City

I am a long time (10yrs+) customer of this business both walk in and delivery. Today they have completely disappointed me. I am really upset at the way they handled the situation and “resolved” it.

I placed an initial order for delivery at 6:45pm (approx) and ordered a “breaded chicken parmigiana over penne a la vodka” which i have ordered before with no problem, in today’s case the girl who took my call said “ok, ok, ok” to everything I ordered and gave me my total.

When i received my order i got a chicken parm SANDWICH instead. I called back immediately to let them know i received the wrong order. The same girl who received my order made it seem like it was my fault for not specifying that i wanted the dinner. Are we supposed to know their entire menu? Shouldn’t they have asked if we would like the sandwich or dinner? Also, she never repeated the order back to me, if she had im sure i would have caught the ‘sandwich’ and corrected her.

Then she transfers my call to another woman who is supposedly the ‘manager’. The manager lady goes on to tell me she will send out my correct order, and that i would have to pay the difference of $4 and would like the ‘sandwich’ back! Already im taken back. Not only do I have to pay a difference but she wants the sandwich back!?? What are they going to do? Give the sandwich to the next calling customer? Either way, we did not want the sandwich so whatever. She tells me it will be another 30mins. I agree (since i know they are always busy) and hang up.

2 hours later from my initial order and i have no food for my now starving 9 & 5 year old. And literally keeping them away from the sandwich that Pizza Masters wants back!

I call back (now very angry AND hungry myself) to let them know its been 2 HOURS from my initial order and i have not received my food. The girl who answers the phone does not apologize and just stays quiet over the phone. Does not say one word... and i have to say “hello” just to make sure i didn’t get hung up on! She then transfers me to someone else, a man this time. (Who by the way never introduced himself, so maybe he’s the manager too ¿ ) i tell him i don’t want the order anymore, i want my money back for the sandwich and they can come get it (since its still there waiting to be picked up so they can resell it to another customer). All this man says is “okay....okay...okay”. And tells me the sandwich was $5. Seriously!? No apology or anything! Im fuming!!! I told him very angrily about how i would write a review on every review site i could find, so here i am! Which by the way is very unlike me, but i am just so upset and really feel they asked for it!

Finally, the delivery man shows up, with now my correct order, 2 HOURS LATER! And tells me the manager told him i can “keep” the wrong order! Seriously!? My kids have been starving! Could have told me that since the beginning and maybe i wouldn’t have them wining for the last 2 hours, and that i could keep the correct order as well for free.

I refused the now “free food” because that is beyond the point! The way they handled the whole situation from my initial call back was unacceptable! The girl who took my order was the one that caused this whole issue for not repeating it back to me! And now they have lost a frequent customer for life. Not that it probably matters because i know it will not make a dent in their bank account, but it really shows that they do not respect their customers! Customers that pay their hard earned money for the food they provide and for the paycheck that phone girl and ‘managers’ receive!

I am very much done with them, and hope whoever reads this (if you made it this far) at least know to ask for your order read back to you, since ‘phone girl’ doesn’t know how to do her job correctly. And if management is reading this: just know that what you guys did is completely unacceptable and...

I have been going to Renato's long before COVID-19. Before COVID-19 we would eat in the dining room. After COVID-19 the dining room closed and Richard Renato the owner bought the building next door around the same time or a little before. So during COVID-19 the side store called Pizza Masters was open.

Today, July 10, after checking the website for Renato's and discovering that the dining room was open again, I went with some friends. To say I was disappointed would be an understatement. The food, the ambiance, the service, the facilities.

I went because the dining room was open and on the website there was no indication as to the hours of operation.

The menu for Renato's is different from the menu for Pizza Masters. I was looking for a great experience but instead my experience was very disappointing. When my party finally decided on the daily special the server initially said that it was only until 3pm (not posted). I looked at him and said its 2:59pm we are leaving then he said he would have to check with the manager. Well two of us had the daily special but that didn't make me feel less disappointed.

The staff was pleasant but didn't have a clue as to why I was disappointed. I really wanted to speak with Mark or Ritchie but the staff was less than hospitable and responded with.." I don't know if I can locate him, he is very busy", ultimately I was told that Mark left already.

All I realty wanted from the owner was to say to add the hours of operation for the dining room to the website.

If its my choice.. Pizza Masters will be last on my list for another visit. Renato's on the other hand maybe, though I doubt (at my age) I will be able to get there after 4pm.

Now, lts talk food.. Myself and one guest had Salmon over rice. Portion was a very good size and flavorable. My other two guests shared a margarita Pizza. They said it was excellent. I had ordered some garlic knots for the table and they were pretty good, very tasty.

Please note that this review has little against the food that we had but I am greatly disappointed that I was not able to experience the quality of food and the choices available in the dining room...

I have eaten at Renatos many times, and I order from Pizza Masters weekly, and I have never had an experience like I did tonight. I ordered an appetizer and got the wrong one, then I ordered the chicken parm for dinner, along with my friend, and it was horrible, neither of us could cut through it with a knife, it was hard, cold, and the sauce looked old and burnt. I called over the waiter, told him about the food and he said I'll let them know and that was it. I kept expecting a manager or someone to come to my table, but nothing. Same waiter comes over a Lil while later to ask the other people if they wanted to wrap their food to go, never mentioning anything about the horrible chicken parm we sent back, he was a redheaded guy with tattoos, his name was Josh or Justin, too aggravated to remember. As time passed nothing from anyone, finally another waiter comes to see if we want dessert, we proceeded to tell him about the food we sent back with the other guy, he immediately apologized and offered to make us something else, we accepted and ordered 2 new dinners, this time to go because we just wanted to leave and my friend really thought she was going to be sick, so Josh/Justin comes over with a bag and there's only 1 new dinner. We call the other waiter over and he says that Josh/Justin told him we only sent 1 dinner back, wrong!!! Had he actually told someone when we first sent the food back they would've clearly seen 2 dinners, so not only did he lie, and do nothing to help fix the situation, but he never told anyone about the bad food at all, did he think we would just pay for the bad food and go, boy was he wrong. Someone should really train him in customer service. Also, what kind of cook would send food like that out to a table? Theres no way it was fresh, it was harder than the bottom of my boot. Sorry to say it, but we won't be going back there again, it was so...