Sicily Pizza & Pasta — Restaurant in Katy

We've ordered from here before with minimal issues (items from the order forgotten or given the wrong ones, then later replaced with their apologies), but I was sorely disappointed by tonight's order and interactions with their staff.

I ordered my family's dinner for Mother's Day so I would not have to cook (placed at 5:45pm). I'm 8 months pregnant so I chose to have it delivered rather than picking up or eating in the restaurant. My order was chicken parmesan, which based off the website picture (and every other chicken parmesan I've ever ordered) I expected breaded chicken with marinara over spaghetti. We waited the full quoted 50 minutes for our family's order and theirs was fine, but mine was all wrong. What I received was spaghetti with marinara on one side and grilled chicken with alfredo sauce, onions, and mushrooms on the other. I am allergic to mushrooms and would not have ordered this dish if there was any indication on the website that it includes them.

When I called to ask if perhaps I was given the wrong order again, I was told it was "user error" that I didn't know that the Chicken Parmesan came that way despite there being NO description on the website and the picture being tiny (about an inch or two big) and still not what I received. The employee I spoke with said they could only replace the meal with something else and refused to refund since it was "user error", even just the difference if I picked a slightly less expensive item (8.99 instead of 10.99). When I finally picked something else I had to specify no mushrooms in the chicken alfredo, despite the fact that there was again no description on the site nor did the picture show mushroom. I was told to give the original order to the driver when they arrived.... and that they would get the replacement meal to me whenever they could, no time estimate given. Driver showed up an hour later and said he couldn't take the original food, which was incredibly frustrating after repeatedly being told on the phone to give him the original food. I might have at least eaten the garlic bread so I wasn't shaking from hunger at 8pm by the time my food showed up had I known the driver wasn't expecting to take it all back with him.

I am extremely unhappy with the service I was given and the way I was treated and blamed for this mistake when clearly there is an issue with the way their website is run. There was no accountability or apology from the staff, only blame for somehow not being a mind reader. This was not a cheap order, so to be treated this way, on Mother's day of all days, was very disappointing will definitely affect my decisions whether we ever...

My overall experience was great. I love the pizza. Although the attendant seems to be in a bad mood or tired. Happy faces attract customers! That's a fact.

Facility - I didn't use their facility. I went in for carry out. However, I did use the online system to order, which I consider to be part of the facilities category. It was easy to use and intuitive. Except when it asks for the amount of sauce wanted. This should be improved by the developer. When you want half & half toppings, it asks what you want on each side but it doesn't ask about the sauce.

Price - this is a local pizzeria. Not a chain such as Pizza Hut or Dominoes. That said, expect prices to mildly to moderately higher. What I got for $14 here I could've got at a chain for $10. HOWEVER, the quality wouldn't be the same. You get what you pay for and in this case, more money at a local pizzeria definitely means higher quality.

Food - was delicious. My order was an xtra large pizza with extra cheese, sausage on half and pepperoni on the other. Extra sauce on all. It was delicious. The only thing I had a problem was I didn't see the paper under it. Thus, after taking a bite, I realized I had a mouthful of paper. Not their fault.

Service - immediately after chewing on paper, it seemed it was mixed in with the cheese. So I called them. They told me it could've been the paper underneath. I told them I didn't see the paper. Then they said they would call me back but never did. If they would've asked for me to call back, i wouldn't be upset about it. But they took my phone number down and I never received a call. I call that...

Pizza was delivered with cheese all to one side. This was the second time they did this but I didn't complain. This time I called them up and I sent pictures to them and they agreed to change it. On top of the pizza being delivered to one side, the wings looked over cooked or they are using the same oil over and over to fry. We waited another 45 mins. for it to be delivered. When I opened it, I couldn't believe he did it again! The cheese was all to one side. Honestly, the wings looked the same. At this point, I think this was purposely done. I won't eat this pizza because I don't trust the service. I am extremely disappointed! There must be a different chef working on Wednesdays because those wings usually are really good.They offered me a 5 dollar discount on an order that I paid 34 dollars for plus tip. I am surprised at the quality of food and service. I would have continue to be a returning customer if they would have continue to deliver quality food and service. I have ordered from this place a lot of times but they have lost a customer tonight.

Update 4/28/20 Decided to try them out again, and I am glad I did. I've actually tried them 3 or 4 times before I wrote this update and they have been consistent with good quality of food and service. Delivery man does a great job, pizza doesn't look...