New York Pizza Pub — Restaurant in New Braunfels

Tonight, April 3, 2018, we picked up two orders of lasagna from New York Pizza pub. We have bought this lasagna from them on several occasions. We have gotten pizza there most of the time at least once a week. We always get our orders to go. We had guest tonight so my husband picked up two orders (which are a pan) of lasagna. I thought there would be no details in serving this up to my guest. Open the first pan cut the pieces and got the spatula and served it up. Open the second pan and a third of it was missing. The way it looked when I opened the pan I was afraid to serve it or eat it. Luckily I had made a homemade pizza and so I served that to the rest of my guest. Upon finishing dinner my husband called New York Pizza pub and spoke to the on-site manager for this evening. The young man asked several times if the lasagna was just missing the top layer. It took several times to tell this young man that no that wasn’t what we were speaking of and that it was actually missing a third of the pan of lasagna. It looked as though someone had served out of it. My husband was so just dusted with this young man not understanding what he was trying to tell him he handed me the phone. I told the young man that a third of the pan of lasagna was missing. He again asked if I was talking about the top layer of the whole pan. I explained to him again that a third of the pan was missing. I finally made him understand. He then asked me if my husband had eaten it on the way home. Of course I told him no. He went to the back after he put me on hold and asked the two employees there. He came back and let me know that they both said that they had nothing to do with it. I asked the young man if he could give me the owners name and when I could reach him. He said that he didn’t feel good giving me the owners name but he would be there tomorrow morning. My husband is going to go over and speak to the man. Our ages are 62 and 69 years old. We have no intention of trying to Take it vantage of this business for $15 or for anything. For them to not acknowledge what happened and to think that this young man thought that my husband ate it on the way home was outrageous. No managerial skills whatsoever. Like I said we’ve done tons of business with them in the past but this is our last. Hopefully this manager will be replaced and everyone will continue to get the business and the service that they’ve enjoyed...

As much as I love the food at New York Pizza Pub, I'm afraid this little restaurant is circling the drain. The quality is slipping (though it's still a pretty decent pizza), but service and wait times are just so long as to not make it worth our time to go there. We typically go there on Sunday after church, and often have another couple join us. When we went there two weeks ago, we noticed the wait time for a pizza was well over a half hour, and it took quite a bit of time to get our drinks. I wrote it off as a wait person taking off ill and they were short-staffed. However, when we went last Sunday, service was terrible. Keep in mind the waiter was going about as fast as he could, but there was only one waiter in the entire restaurant, with a helper who was pretty much clueless. Because we always get the same thing, I placed the full order as the waiter came by before I even sat down. It took 20 minutes to get our drinks, and we only got them when I went up and reminded the waiter we'd not received them. We never did get a refill, and the guy who I assumed to be the waiter's helper was too busy putting together place settings (at a rate of about one per minute!) to bother to check on customers. There were four people working in the kitchen area, who obviously wanted to be anywhere on the planet other than working there. After 50 minutes we got a pizza that was reasonable, though about 20% of the pizza didn't even have sauce on it.

If they manage to stay in business until the end of the year, I'll be very surprised. Attention owner: You'd better spend some time and money on training and additional staff, or this little cash cow will soon be a thing of the past. Get your act together and we'll check back in after a few months. And I'm not writing this rather negative review to be vindictive. I just want it to be a wake-up call for the owner to see how bad things have gotten and how close your business is to entering the financial...

I made an online order on 5/12 for pick up at 6:16pm. I arrived around 6:15pm and was told it would be about 5 minutes for the garlic knots. I saw the person put the garlic knots in the oven, take them out, package them and then they sat on the counter for a good 5 minutes before being handed off to another customer. About 30 minutes later they finally called my name and told me they were out of garlic knots. I was confused because that’s all I was waiting on, my pizza had been ready since I arrived. They refunded me in cash because they couldn’t figure out how to return it to my card. That’s fine, just annoying. I politely informed them I arrived at 6:15 and was told I was just waiting on my garlic knots. I asked if my pizza had been sitting there getting cold the entire time while I waited for these supposed garlic knots. He said “yes, ma’am, I’m sorry they’re in a heating bag.” I understand places are busy, but I sat there for 30 minutes for no reason while my pizza got cold. I understand it’s in a heating bag, but waiting there for nothing is frustrating. The last few times I’ve gone the customer service has not been the best and this was my last straw. The pizza was in fact cold even though it had been in “a heating bag” and we had to heat it up before we could “enjoy” it. We ordered two medium CYO pizzas. One was clearly thinner than the other. Overall just not a good experience customer service wise or food wise. We’ve been long time customers, but we will not be going back. On top of all that it was our Mother’s Day dinner and it was ruined. So...