Burattino Brick Oven Pizza — Restaurant in Rancho Palos Verdes

I would love to give this restaurant 5 stars, but after my last visit, I cannot.

About a week ago, my friends and I were craving pizza and wanted bomb pizza from a small business instead of a national chain, so I mentioned Burratino's and we all agreed this was the best small biz pizza joint in the south bay area. I ordered 1 XL black garlic 120 pep and in the special instructions I wrote "well done plz". The website said it would take 25 mins, and I live about 30 minutes (yes, quite a long drive, but i figured it was worth the trek) away, so I left immediately after placing the order so that I would arrive in time for fresh crispy pizza.

I arrive at Burratino's at 6pm and noticed many people waiting outside, so I thought 'if I have to a wait 5 or 10 mins that's fine, they're busy, I'm patient.'

I went to the back of the line, and one of the young ladies asked everyone their names for their orders (and wrote it down) to expedite the process. So I waited, and waited, and waited. And then I started to notice people pulling up to the restaurant after me, and them getting their orders of multiple pizzas before me. So I'm starting to think, 'did they forget to make my pizza? No worries, I'd rather have it super fresh anyway.' So I go back up to the young lady running the front and remind her of my name and my order, and keep in mind I've already waited close to 40 minutes. I am glad it is easy to see what is going on in there because after waiting another 6 or 7 minutes more minutes she finally pulls my pizza from under a pile of 9 or 10 pizzas. Keep in mind I'm seeing people take away pizzas with steam coming out of the sides of the box.

So I ask her, "has the pizza been sitting there for a while?" She says no, so I say ok and head back to my car. I feel the bottom of the pizza and it was lukewarm. I get in my car and open the pizza, and it was lukewarm and wasn't well done like I asked.

Now, this is the first time I've had that problem at Burratino's, but this was only my 2nd time even trying their pizza. I drove 30 mins to get there, waited 50 minutes for a pizza that was made 45 mins before I received it, and then drove back home. So you can imagine how disappointed I was paying close to $30 for a cold pizza.

I'm happy to re-review if management makes it right, otherwise I'm sticking with my review, and most likely won't...

Waited over an hour and a half, did not even get to try the pizza.

This place obviously does not need business, it has a line out the door, but that does not give them the right to treat customers like garbage, waste customers time, or not correct their mistakes.

Went to try out this place with my family after seeing all the good reviews, only to be disappointed with horrible service.

Placed my dine in order at 6:16pm, ordered 2 pizzas, salad, and drinks, was told it would be about a 30 minute wait.

The cashier that took our order passed by and said our pizzas were in the oven and would be out shortly.

When we hit about the 45 minute mark, I asked about our order and was told it was coming up.

When we hit the 1 hour mark, I asked the same cashier for an update on our order and was annoyingly told wait, that she would bring it out when was ready.

1 hour and 20 minutes of waiting, I asked if I could at least get the pepperoni pizza for my 10yr old son that had not eaten. The staff looked confused and said they were working on it.

After 1:30 minutes of waiting, giving this place several opportunities to correct the situation they had created, but feeling like they did not care about me or my family's business, I had enough and asked for a refund.

I asked the person that appeared to be in charge for the refund and he asked confused if I had received any of my pizzas, even though he heard/saw me asking the cashier several times and was right next to her when I did.

Instead of trying to fix any mistakes and make my order right, this place failed several times even though I was calm and patient the entire time. It is very disappointing that a family would be treated like this just because an establishment is very busy and is obviously doing well financially.

We were so hungry we drove down a few blocks, found an In & Out Burger and even though they were busier than this place, they took care of us in a timely manner and...

I will re-post my review here on Google since they have deleted my comment on their Instagram post. I was nice with my original comment, but I won't be here due to them deleting comments and only leaving positive ones.

The wings are absolute trash. I was told when I ordered that they would be "baked in the oven". Awesome, I thought. Not as crispy as if fried, but still having some color and texture. When I opened the box I immediately thought "Well, they look a little lackluster. No good caramelization or crisp." I picked one up and my suspicion was confirmed. It nearly fell out from between my fingers due to how soft, rubbery, and wet it was. The wings had the texture, flavor, and color, of boiled chicken.

Due to the lack of color from the "oven", I expected it to be raw inside. Surprisingly, it wasn't, but as I bit into the wing I felt a piece of loose bone in my mouth. I took it out and looked at the bone inside the wing. It had been broken in half completely. Burattino is either buying extremely low quality wings or they are bashing them with a hammer before "cooking" them. At this point, I said nope, closed the box and called it on the wings.

The pizza I ordered was slightly better than the wings, although, it had zero crunch in the crust, despite that being one of their claims to fame. I also almost choked on the cheese a few times but managed to drown the lack of flavor with some arguably okay sauces. Unfortunately, a half-decent sauce can not give Burattino another...