CHAR Pizzeria Napoletana — Restaurant in Peoria

Disappointing in nearly every way :(

TL;DR: average to below average food flavor/quality, TERRIBLE service (despite having ZERO staffing shortage). Really the only redeeming factor (and the reason for 2 stars instead of 1) was a surprisingly decent cocktail menu

I'm writing everything I noticed mainly as constructive criticism for the owners. I am not trying to slander CHAR. Rather, I am writing this in hopes that these comments help in retraining their staff and helping them see what customers are noticing that maybe they aren't.

I have 12+ years of experience in the food and beverage industry, so I know what to look out for...and I have, admittedly, high expectations. But if you're anything like me, I hate spending my hard earned money and leaving so unimpressed.

I was eager to try this place as it looked authentic and they offered dairy-free cheese. I walked in at non-peak hours (Saturday early evening) and already saw red flags:

-dirty, unbussed tables despite having 12+ employees currently on the clock (most of whom were just standing around doing nothing or joking around with the manager...which is another issue all together)

-the people making my pizza were unaware of the basic ingredients in the products they are selling. I am severely lactose intolerant and have to inquire about dairy in everything I eat. The two or three girls working the front station did not know what was in the sauce or the dough (spoiler, it's literally only flour, water, and yeast). To their credit, they did at least look it up for me, but with such basic ingredients...c'mon. I think it's important to know what you're seeling/preparing at least on a BASIC level. Even when they asked other employees, the answers were not easy to get. Are you even training your people??

-when I went to the restroom before my meal, the floor was COVERED in water (I hope it was just water) from the stall to the sink. There was an employee in the restroom, who upon leaving the restroom did not leave a wet floor sign and only washed his hands for maybe 2 seconds (did he even use soap?) I don't know if that individual actually used the restroom. Regardless, that was a safety hazard and poor hygiene practice...hope he wasn't the one making food

-while waiting for the food I noticed several employees hanging out on the line just talking. There was a sign at the front asking customers to be patient for staffing issues...I have trouble being patient for people who just aren't working hard in the first place. Furthermore, the line was messy and there were several examples of cross contamination (olives in the peppers, gorgonzola in the mozzarella...you get the idea)

-employees and managers alike were constantly on their phones on the front line. That's just a personal pet peeve. "If you have time to lean, you have time to clean." There were, again, times I saw customers having to go up and ask for tables to be wiped off. Meanwhile, the manager and employees were playing some sort of pizza box flipping game on the front line.

-numeros employee beverages were on the front line (no lids/straws) and one was even on the pizza oven (this is a direct health code violation, fyi)

-this one is another personal one, but there was just very little customer service from the employees (save for the bartender). I would cross paths with employees and they literally would say nothing to me (and it's not like they had something in their hands or were too busy or something). When we entered and when we left, nothing was said either. If you want me to come back, at least say "thank you."

Unfortunately, there's pretty much nothing that could have been said this time to remedy such a poor experience. Could I have brought my grievances to the managers attention? Sure...but why would I want to interrupt his game of pizza box flip?

We will not be returning, but I hope this helps management to improve daily operations. You're paying good wages for such...

The pizza is fantastic. Neapolitan tradition and ovens. Que bueno! Glutten free for my wife is awesome. Many fresh ingredients to paint your own master-pizza or create custom salad. Love it! If traffic on Lake Pleasant Parkway is light you can sit outside with nice lighting and atmosphere. If heavy traffic it is a bit unsettling outside. Evening hours are great! We enjoy coming here but...

Two things :

1. MUSIC: They play banging hard rock music constantly. Which is not exactly a recipe for sit, relax and enjoy. More like angry, amped and aggressive. There is a place for Twisted Sister. But few of us coming in are looking for a Cabo Wabo experience I suggest. Where music is concerned it would help to MIX IT up. If not addressed this alone would keep me from coming back too much longer. Last time I was there was this past Sunday. 11AM Sunday morning I kept track, we were regaled with Love Gun - K.I.S.S., Only Women Bleed - Alice Cooper, C'mon Feel the Noise - Quiet Riot and more incessant blaring electric guitars for over an hour. Simply want to relax and chill out at CHAR. Steady banging hard rock music is not the answer for most who are looking to kick back and enjoy the awesome food and a pleasant glass of vino. CHAR: Please address this...I love your place!! And listen, I love all kinds of music...in the right place. You are way "off tune" presently in my opinion. Easy fix. Zero cost.

2. STAFF: Some staff members consistently lack a smile and personable nature. Even when I try to engage with some lite humor they look at me like I am from Mars. Mainly, the millenials I admit. Which I understand is a universal problem. Unless you are a "screen" these poor younger folks often are challenged on interpersonal human relativity where ever you go. CHAR: Train and reinforce people on the genuine values of a smile and saying a cheerful hello. You will help their lives productively long term. And you will easily improve your cash paying customers experience. And it costs you Zero. (and make the world a better place in the process)

Keep up...

Let me preface this by saying that I took my family here for the first time yesterday. We had an amazing time, great food, the coldest drinks in town, and we found that this was just a great atmosphere with great prices. Five stars. However, one employee can really ruin an entire experience.

This afternoon (4:30pm), I decided to take my son back and split a pizza and grab a drink (shirley temple for him and a beer for me). We ordered a pizza and walked to the register to pay. The gentleman at the register just happened to be the manager, which I learned later. Anyhow, he asked if we would like drinks. I said no thanks, we’ll get the drinks at the bar because they have frozen glasses. He gave me this look, which I can only say I perhaps somehow bruised his ego, and said it’s the same beer whether I get it from him or the bar. I simply said, again, the glasses are frozen at the bar, thanks though. He said something under his breath which I couldn’t hear, nor did I question it. I paid him and we walked to the bar all of 10 steps away.

There, I was greeted by a very nice bartender who served me an ice cold beer and my son a shirley temple. Back to loving this place. So the pizza comes. I get up to get our silverware and napkins right next to where the manager is standing (at the register), and I ask him for a couple ranch dressings. He says they are 55 cents and I have to get them at the bar. I say okay, thanks. I walk over to the bar, just to have the bartender say they are located by the manager, and she sent a co worker standing next to her to retrieve one for me. I’m now standing there with this dumbfounded look, I explain my experience with this gentleman at the other register, she acknowledges my frustration in a way that explained that he was the manager here. She was great, and assisted us for the rest of our visit. I did verify on my way out that the gentleman I was having this issue with was the manager, and she confirmed. Love this place, and the employees, and maybe he’s a good manager. However, he managed to ruin this paying...