Lupi's Famous Pizza — Restaurant in Ross Township

I moved to the Pittsburgh area about a year ago, and have been a customer of Lupi's for most of that year. Most of my orders had been great! Food was good, driver was always kind, etc. Then I had an order this evening that absolutely turned me from their establishment. I had called in and ordered around $50.00 worth of food for myself and some friend that were over. They took my order and all my information down to my payment, but never once asked for my name, which I thought was a little odd. We put in a movie and had figured the food would arrive about 30-45 minutes in. An hour into the movie we realized the food had not arrived yet. I called to check on the order and they said it was out for delivery. It arrived fifteen minutes later. I live less than 4 miles from the establishment, so the fact that the food took an hour and fifteen minutes to make and arrive was a little frustrating to me, but wasn't that big of a deal. I received the food, tipped the driver (Who was very kind to me), and went inside. When I began unpacking my order to serve my friend, I realized there was a mistake with half the food I ordered. I called back to try and resolve the mistake. A person answered and I explained that some of my food was not made the way I ordered it. I heard lupi's employee say to "Hold on," and then I heard a conversation in the background while I was "Holding." I heard the person who answered the phone speaking to someone else, "this person is saying their order is wrong." The other person responded, "Did you enter it wrong?" The original answerer to the other person "I don't think so, possibly, I don't know." "See what he wants to do." The original person came on the line again and spoke blankly, "What do you want to do about this?" I explained that we would like our order corrected to what I originally ordered. The person then said, "What like exchange the food back?" I then said, "do you want the food that was made incorrectly?" The lupi's employee said yes he wanted the food back, so I agreed to "exchange" the food and they would send out the correct order. We decided to nibble on the food that was correct, and kept the food for the lupi's employee that was incorrect. An hour and thirty minutes went by, and I called a little more irritated at this point, but remained a calm stern voice asking to speak to a manager. The man who was on the phone was a manager, I calmly explained my frustrations and asked where my order was. He rudely and frustratingly stated to me that they were, "Busy and it took time to make the food." I told him I understood that, but I had called two hours and forty-five minutes prior asking for an order and still haven't received my proper order. Then the next thing he stated to me completely threw me off guard, "Look, we are busy. We are getting phone calls with other orders in. I cannot spend time on the phone with you. I need to go make other orders." I was completely taken aback by this. They do not care at all about their customers. I was not rude to them despite my frustrations. They came about 20 minutes after my last call with the rest of my order. I asked if they wanted their incorrectly made food and they told me no. I was completely disappointed in my transaction this evening [6/29/2018], and the way I was treated. I will not be ordering from them for a very long time. I hope no one else has to go through a similar ordeal I...

I wish I could give them a better rating because I’ve had 2 other good experiences there. But unfortunately I can’t. I placed an online order for some boneless wings and a sub. It’s a convenient walk across the parking lot from necromancer so we got a table and beer and then I walked over to grab the food.

No one was inside, not a customer or staff member. Finally someone walked around the corner and he was a bewildered delivery driver who said he was waiting for his boss to get back. He said he could ring me out but the boss would have to get the food (?? What). So I ring out (he never asked my name) and have a seat.

Delivery driver disappears. I wait about 10 minutes and never see a single person. I say “HELLO?” And still nothing. So I wrote on my receipt that no one helped me and I would be contacting them for a refund. I walk back to necromancer and tell my husband who decides to call.

The delivery driver answered and apologized and said they were working on it and to give them 10 minutes. He honestly seemed overwhelmed and trying to do the best he could. Then they magically call back and the food is ready, leaving me to believe it was done for a long time but no one knew where to find it.

My husband walks over to get it and the boss is there, acting as if nothing is wrong. My husband let him know we were unhappy to which he responded it was basically not his fault, it’s that no one wants to work. The boss said something to the effect of not wanting the wife to be mad, but it is what it is. He then complained about people leaving bad reviews and was confused as to what to do to make that stop.

Hmmm I wonder what he could do??

I did get my food, but I did not get a refund.

Edit: the owner thinks this is a fine customer service experience. So if you’re good with this level of...

The pizza here is great, and the staff I encountered were friendly and helpful. Obviously your mileage may vary, but I would gladly order from them again. We had a triple pepperoni and a margerhita pizza. The dough is excellent, just chewy enough to keep it honest, while seasoned enough to make the crusts worth the effort. Their sauce I was particularly fond of, with a tart and genuine tomato quality that was reminiscent of pizza parlors from my youth, before overly processed sauces sullied the idea of a marinara. Their pizza oven also applies just the right amount of oiled glaze to the bottom of the pizza, leaving it golden and sealed. The triple pepperoni was true to the title, with copious amounts of the succulent staple often piled on top of each other. They may have ruined me for other extreme pepperoni pizzas. To be completely honest though, the Marg could have been better. I know that fresh basil and mozzarella slices are not the cheapest ingredients, but a ratio of one each per slice is getting a little stingy. This could have been the singular, shining specimen of their artistry, but it left me feeling a little let down. However, we had several medium pies, so perhaps the large fares differently.

You will have a little trouble locating the place due to the overbearing adjacent storefronts. It is seriously like the store next door is looming over Lupi's and demanding its lunch money. Parking is at a serious premium on this street in general, and Lupi's is getting the short straw in a serious way. Maybe park across the street in the derelict car wash...