Steve's Pizza — Restaurant in Palmetto Bay

I've been ordering Steve's Pizza for five years. It's not the best pizza in the world, but hey, they deliver. My past couple of orders have been placed online through Slice. (Slice charges an additional fee on top of delivery & tip) My last order included a cheese pizza with ricotta cheese. When I put the Slice to mouth, I caught a whiff of sour smell. When I tasted the pizza, my taste buds confirmed what I had smelled—expired ricotta cheese. I also ordered boneless chicken, which never arrived. I was instead surprised by the onion rings. Today, I placed my order at 7:45. I got an email confirmation from Slice. Then, I received a separate email from Slice saying that my order would arrive between 9:15-9:45. No problem. I patiently wait. I call, give them my name and number, ask where my order is & they say they never received it. I tell them I have an order number from Slice and ask if they could put in the order while they sort it out, especially since I have my five-year-old begging for her pizza. They refuse. I ask to speak to the manager, and they inform me that even though he's on-site, he can't take the call. They tell me that I'm the one that has to sort it out and that I have to give Slice a call. I call Slice. They find the order. They confirm Steve's Pizza received the order. They ask to put me on hold while they get Steve's. Slice comes back and tells me that Steve's messed up and couldn't find my order, and if I want my pizza, I have to place the order online AGAIN. I ask for a refund. It's past 10 PM at this point. I call Steve's to complain, and they tell me not to worry and assure me my pies are already in the oven and that my order will arrive in less than 30 minutes. At 10:45, I call to ask about my order, and they said they never made the pizza—point-blank. I will never order from Steve's Pizza again as long as I live. BEWARE! DO NOT ORDER FROM THIS PLACE! YOU'RE BETTER OFF AT LITTLE CESEAR"S FOR A QUATER...

This is a phenomenal pizza with a horrendous service. Since we moved to the Palmetto Bay Area, Steve’s has been our favorite pizza shop. The pizza always takes a really long time to get delivered but we disregard that small issue for a pizza we love. I brag to friends, coworkers and family of how fortunate to have this pizza parlor close by. The caveat; Service is pretty horrible.

We had family come over; kids and adults. We offered to treat them to pizza vs us going out to eat somewhere. An order was placed @ 6:30 pm and by 8 we were calling. We were assured the pizza was on the way. Waiting a little an hour is the norm but an hour and half, we assumed it must have been a busy night. Kids getting uneasy, family and friends saying how hungry they were, we decided to call again 8:30 pm. We were told sorry and they checked said the driver is on the way with the pizza. By 9:30 ( 3 hours later) I called for assistance and voicing our situation and frustration. It was beyond embarrassing too. We were told there was no order, that the order must have not gone through, to make a new order and that it will be around 45 mins to an hour to get delivered. This was the worst experience I’ve had in years. The second girl was like if it was no big deal and just to make the order or pretty much call back another time. Also, after spending near $100 we were told that we need to dispute the charge online with the app customer service. We had been charged yet never received any food. We had to take an hour to make a phone call the following day to resolve the situation.

You have really tarnished the reputation of your restaurant within our home. There are places like Roma Pizzeria that may not have the popularity Steve’s does but they offer an amazing pizza and pretty fantastic customer service each time. Oh and pizza is delivered in 20-30 mins. We hope this experience doesn’t happen to...

I’m extremely disappointed with the customer service from what I once considered one of the best spots in Palmetto Bay. I placed an order for two items through the Slice app, but they were never delivered. When I called at 4:59 PM for my 4:49 PM delivery, I was told the food had already been dropped off, yet the app showed no confirmation. Both the restaurant and Slice claimed the driver left the food at my door but provided no proof (no photo or delivery confirmation).

What makes this even more frustrating is that my building requires a fob key to access common areas and apartments. Every other time I’ve ordered, the driver has called because they couldn’t get in, so how was this delivery supposedly completed without any issue? The restaurant even claimed the driver saw the door being opened, but my husband never heard a knock. If the driver was let in by another tenant and left the food at the wrong apartment, that’s a serious failure in delivery protocol. The worst part? Instead of making things right, whether by resending the order or issuing a refund, Steve’s Pizza refused to take responsibility. They avoided connecting me with a manager and simply insisted, “The order was delivered; that’s all we can do.” A basic rule of customer service is to approach issues with a positive attitude and find ways to resolve them, yet they failed completely.

It’s disappointing enough that someone may have taken my order, but the real letdown is the lack of integrity from both Steve’s and Slice. Refusing to refund $39.12 for a pizza my two-year-old never got to eat speaks volumes about their professionalism.

I’m giving two stars because the food itself is great, but the complete disregard for customer satisfaction overshadows the quality of the meal. I...