Big City Pizza Hamburg — Restaurant in Lexington

I'll preface this by saying I have ordered at Big City Pizza in Hamburg so much that our family has twice used the "Get a free 12 inch pizza' after purchasing 15 pizzas. That's how much we have eaten there.

On Sunday, May 22 at 6:28 p.m. , I called to the Hamburg location, placed an order for delivery and spoke for exactly 3 minutes which included giving my credit card info (had the pending charge on my bank account). She said it would be about 30 minutes. An hour later, I call back to see the status of it. The female manager claimed there was no record of a pizza being ordered and said 'Are you sure you didn't order from Chinoe?' I said, no, I order from here all the time. She kept insinuating that no order was placed and became very rude. I even told her my call log shows that I spoke with her and the $15.90 pending charge was on my bank account. She rudely kept claiming that it wasn't possible. I did not appreciate the continued claims of the mistake being on my part and she dismissively said I could make a new order but it would be an hour and a half.

I decided to drive down to the location with the screen shot of my call log to the Hamburg location as well as the bank charge to my account. She could not have cared less and continued to be combative showing me her computer screen that didn't have my name on an order. Obviously, they messed up. I asked her 'Do you think I just charged myself for a pizza?' She said I could just talk to the owner on Tuesday and decided to walk away. No apologies. Didn't care one iota about her horrific customer service. I informed her we will never be back.

I did see later that day they issued the $15.90 credit back to the account. No acknowledgment that they were in the wrong whatsoever or any apology for trying to act as if I was the one who messed up.

Advice to the owner would be to take a good look at the lack of customer service this manager has (and a need for training) and how to actually be apologetic instead of extremely combative from the get go. She really shouldn't be in a customer facing...

I picked this place out to try it out because it was the only place in town that serve Chicago stuffed pizza and I wanted to try it. There was a red flag when I arrived, because the place was completely empty and that’s usually a bad sign. But I was determined to try it out. We ordered the Chicago stuffed pizza with sausage, pepperoni and basil. I will say the cheese sticks that we had while waiting on the main pizza and my wife had a personal pan was delicious 10 out of 10.

When the Chicago stuffed pizza came out, I was very impressed and it was so cheesy and smell delicious. I was in love with the pizza at first bite. 10 out of 10 on the flavor and overall presentation.

I’m giving a three out of five stars because the First couple slices was great. However, the rest of the pizza was missing sausage and pepperoni.

He was saying that the sausage and pepperoni only landed in two slices out of the eight.

Step up your game on toppings and even distribution on your pizza.

A little more cleanliness in the dining room will...

Tried this place two different times - once when they first opened and once this past weekend. Both met with mediocre results. I love supporting local places, but this place is not a great fit for me.

First off, had to wait a long time to get food. We ordered three pizzas, and each one came out at different times, one 20 minutes after ordering, the next 25 minutes after ordering, and the last 40 minutes after ordering. The last pizza had to be remade because it fell on the floor in the kitchen. No big deal, but no apology given. Making matters worse, they serve pizzas on cardboard circles and provide paper plates and plastic forks and knives. Investing in actual kitchenware would be much preferable.

Secondly, all the wooden chairs inside are close to falling apart. They need to be tightened, it’s pretty simple, but will still be uncomfortable regardless.

Last, and maybe most important, I can get better tasting pizza elsewhere for half the cost. It’s not bad pizza, just not my preferred pizza place for...