New York Roma Pizza Drive Thru — Restaurant in Pinecrest

In response to Owner: Lying to the customer three separate times was the major issue at hand. My pickup window was from 4:00-4:14pm. By 4:30pm, the order still was not ready after being told it was. I was the only customer when I arrived for my 1 pizza, not pizzas in plural, just 1 pizza, cheese at that. If 1 cheese pizza is too much to handle for three employees, then I would've appreciated some honesty from the beginning. Instead they decided to drag on their mistakes. Clearly gossiping in the kitchen took up too much from their job. Not very professional. I was not rude in my interactions with them, I was patient and did as I was asked, I waited. I simply asked for a refund after the third lie. Your employee became hostile and just repeated, "esta listo, esta listo, esta listo". Clearly there is no customer service training. Had there been honesty from the beginning, I would've gladly waited or left to complete my other duties and then returned. Since your "professional" employees didn't have a care for my time, I preferred my money. Perhaps you should let customers know that the pick up window is just a "suggestion" and not efficient to say the least. I very much looked forward to becoming a loyal customer but after this experience, no thanks. Mistakes are bound to happen, like you said we are all humans but you must own up to them.

Order was not ready at allotted pickup time. Was told order would be ready in 5 minutes and asked to park and wait for server to bring order to my vehicle. After 7 minutes, server approached my vehicle with an order in hand. I immediately informed her, it was not my order, since my order consists only of a pizza and drink. She proceeds to tell me to pull up to the window because my order was ready. Once I pull up to the window, another server informs me that my order is in fact not ready and I see the cook placing my pizza in the oven in a hurry. I don't appreciate being lied to and my time wasted. By this time I've waited an extra 15 minutes and could not wait any longer, as my time is precious and have other duties. I asked for a refund. As soon as I asked for a refund, the cook pulls the pizza out of the oven and begins to repeat that the pizza is ready. I no longer wanted the pizza and had already asked for my refund. I've order here before with no trouble but this blatant lying to the customers face and no regard for the costumers time, has convinced me that my money is better spent elsewhere. I will never again give business to this...

Please stay far away from this place. If I can leave negative 100 Stars I absolutely would. I asked for a pizza well done and they delivered a pizza that was absolutely black and burnt and not edible for my children. I then called the restaurant to tell them what was going on but of course they barely spoke any English and a little bit that they did they were too busy yelling at me. Every time I tried to speak the man talked over me and then proceeded to hang up on me. So I called back and speak with the young lady that's there and she continues to talk over me, I said please let me speak and she said no you shut up and listen so I laughed and I said okay have a great day. The whole point of delivery is not having to leave the house especially when you have to load up the kids but that's what I proceeded to do and head over to the restaurant with your 10 minutes away. I figured okay maybe in person they will speak correctly and I can show them and maybe get a fresh pizza done but no I get there show them the pizza and the little kid then proceeds to continue to yell in my face gets in my face and tells me this is what you ordered so too bad deal with it I looked at the girl thinking maybe I could get through to her and she just Shrugged their shoulders and walked away and said she don't care. So being that I had the children in the car and I refuse to argue with anybody especially a child over their dumb mistakes I handed them their pizza box back and said no thank you you deal with it now, the little boy then proceeded to spit in the pizza box and tried to hand it back to me. I let it fall right there on the floor and left and said I will be letting everybody know about this place and how horrible it is. Please do not ever order from here because you don't know if this kid is spitting in your orders or not. They truly just do not care. Don't say I didn't warn you. Attaching pictures of the burnt pizza they delivered to me and expected me to feed my children with without a care in the world. Their customer service...

The food here is amazing! The only reason I don’t give them 5 stars is because of the wait time for food, and the frustration of getting a hold of them on the phone. Every time I’ve called I’ve had an issue. The first week I tried to call no one ever answered the phone! I tried 4-5 times and eventually gave up and had to order dinner from somewhere else. The second week that I called I was put on hold for so long that I hung up and called back, only to be put on hold again for so long that I drove there and ordered. I was determined to order from here because I’ve heard so many great things about it. So, I give them my order in writing. The guy tells me it will be ready in 35 minutes. I decide to give him an extra 10 minutes before I leave my house. So, by the time I arrive, it’s been about 50 minutes since I dropped off my order. When we go to pay our pizzas are still not ready. I’m pretty sure that they put them in the oven when we arrived. Our salad and wings were ready. I had ordered buffalo wings, but they gave me BBQ sauce. I didn’t check, but luckily I had buffalo sauce at home. So, they ask us to park and wait for the pizzas. It was 20 more minutes before they brought the pizzas out to us. I think that an hour and 15 minutes is too long to wait for a pizza. Especially a pizza that you’re picking up. It would be one thing if I had ordered delivery and that was the delivery time. But I was told 35 minutes and it was ready in 75 minutes! The food was delicious, but unfortunately because of all of the trouble, my husband never wants to go here again. There are too many other places with equally good food to order from without all the hassle. I think they would do better if they shrunk their menu and focused on fewer items. The store location is too small for such a big menu. There just isn’t enough space to prepare everything in a...