Sbarro — Restaurant in Monroeville

My husband was visiting on business and ordered from this store this past Saturday. The hours were 11-7pm. He placed his order for a cheese pizza roughly around 6-6:15 pm for delivery. Only to find out that he wasn't getting his food. How you might ask? It never showed up, and he called the store to which the "shift supervisor" told him he was clocking out and going home and couldn't help. So I called the store from 2 states away to try to figure this out. A man picks up the phone and says he's the "shift supervisor " and without asking my information or to look up an order - I asked could I get the refund since they didn't give him his food. The man responded "I don't know how" which was astounding. Now I'll admit I wasn't exceedingly nice, but found it bizarre that he couldn't figure out how to refund us. He simply kept telling me that they stop taking orders at 6 to clean up and leave by 7. I guess it's sbarros business to not make $ for an entire hour of their opening hours? I understand wanting to get out and go home, but seems odd that you can still order between 6 and 7, not get a refund and get told they don't know how to do it. He also gave me the owners number which I haven't reached out to them yet, but I still see a charge for the $ and never got the cheese...

My fiance and both ordered Stromboli combos, to which the dude did them separately, my fiance proceeded to tell the cashier that we're together and that I was getting him marinara sauce, for his bread sticks. The guy that was cooking threw a fit, and start ranting and raving about my fiance was supposed to tell him that we were together and that should've also told him that he wanted sauce. And of course causing my fiance's irritation to rise more. My fiance snapped out and walked away. Which I should've also, but I didn't cause I like the food. But this time I didn't enjoy the food, cause of someone that don't know how to handle customers or even speak to them. I have been in the restaurant industry for over 30 yrs, if I ever talked a customer like that or any of my employees that worked under me they wouldn't even have a job anymore. All I know you just lost two more customers. Thank you rude guy, for making our whole evening miserable. You need a change before you end up shutting this one...

The service was exceptional here. The young man that took my order was full of energy and even gave some good conversation. But, that's as good as things got. The past few visits here to grab a quick slice or two have been miserable experiences on the food side of things. Flavorless, lukewarm and old. I think it's time they do an overhaul of the menu and maybe take a lot of things off and focus on maybe just about 4 or 5 different pizzas and do them really well. I feel bad seeing it fall like this but nothing last forever. Hopefully they can pull it off and have one more long run...