Toto's Pizzeria & Restaurant — Restaurant in San Bruno

I had ordered for delivery around 7:30 p.m., gave the employee my credit card info and confirmed the order. She told me our food would be delivered in a little over an hour. This was understandable to me, seeing that it is Valentine's Day and a Friday night.

However, two hours go by and our food has yet to be delivered. I called Toto's to speak with someone regarding my order and after being exchanged through various employees - three to be exact - they came to the conclusion that my order was never put in.

I then proceeded to speak to a manager (I'm assuming), whom I had to re-order with. He graciously gave us a discount for the mess-up, but the catch was that we had to go pick up the order instead. I didn't mind this, I felt it was a feasible resolution. This manager told me the food would be ready in 15 minutes.

My husband goes to pick up the order twenty minutes later and the employee asked him for payment. My husband did not bring payment seeing that we had already given our credit card info twice and thought the order was paid for already.

I called Toto's again, asking if I could pay over the phone since there was clearly a miscommunication. They blatantly told me no, even though my husband was standing right there, ready to pick up our food. And our order was sitting there on the counter.

My husband then speaks to the manager that had placed the order with me over the phone and the manager starts arguing with my husband, reiterating the fact that he already gave us a discount. We weren't asking for another discount nor were we trying to get the order for free. We were just trying to find a way to pay for our food that we have now already waited three hours for. I did not appreciate how Toto's was shifting the blame on us.

My husband then asked if I could just order the same thing (for the THIRD TIME NOW) over the phone as a "delivery". But instead of Toto's delivering, my husband would just wait for it and bring it home.

Once again, the manager told him no and that even if I did do that, they wouldn't put my order in for another 45 minutes. By now it's 10:00 PM and they close at 10:30 PM. So, clearly this wasn't a solution. 3 hours with Toto's and we still have no food.

I do not feel the situation was handled professionally. Toto's didn't take responsibility for the multiple miscommunications and did not try to make amends with the situation even though we were doing everything in our power to make it work. It was very clear that we were doing everything in our power to pay for our food and given the circumstance, I feel an exception should have been made.

Definitely will not be buying from Toto's again. This customer service was a huge disappointment. Your clients shouldn't have to work harder than you to get food they were...

Eat here. Totos does some things I don't see very often. It uses fresh pinched sausage meat that cooks on the pie, not pre-cooked. It also uses high fat mozzarella slices (see pic) rather than shredded. The ingredients were excellent. Note that I'm not a big crust guy, I usually don't eat much crust as it tends to be calories without a ton of taste. Totos is an exception but there's a key step here. Order a side of their sauce. It is delicious Italian chunky tomato with a hint of basil and when I walked in I noticed some locals with a bowl, so I followed their lead. The pie itself is on the lighter side when it comes to sauce and I like it saucey but the better move is to get a side so you dip the crust. It's a buttery, flaky slight croissant crust without being overly greasy and was exceptional. Now here's the strange bit. This place isn't a restaurant, it's a pizza joint, so the atmosphere is dated and basic, no wait staff,etc.. but the counter help was friendly and obliging. The strange bit is this isn't New York thing orange grease late night delicious NOR is it Chicago deep dish.

Rather, it is one of the only places that is happily in the middle, dense enough mouth feel and hearty enough with very generous ingredients, it's about half the weight of Chi deep or double the weight of NY cracker thing crust. That in turn makes it an excellent choice for a meal. They don't do slices, everything is fresh, so expect a 14 inch personal pizza with 3 ingredients to run about $28. Pricey for lunch but easily two meals or lunch for 2 people so per person it's $14 and it is excellent so long as you read the above and aren't expecting NY or Chicago, but taste and value wise it's 5 stars. Food wise, it's top of the mid-weight pizza class of pies.

I will be back and if you haven't been, it's a must try. They cook to order in terms of...

Whilst living in the area years ago(pre-covids), this was our go-to pizza spot for excellent pizza. The sauce was savory and the thin crust was crisp and slightly charred(a good thing). It was usually pepperoni, mushroom and sausage with a side of anchovies. There was no other pizza that could compare in the area.

Fast forward a couple years to when we visited family in the area. Between Toto's, In N Out and Broadway Prime, these were the places we looked forward to visiting most. Utterly disappointed. I hope it was a fluke day but the pizza we got was not what I remembered. The dough was thick and chewy, the sauce was minimal and these subtle factors let us down. I was hoping to have some for breakfast the next day and even though I did, it did not leave me looking forward to the next visit.

I will still give it another try but I hope the quality changes for the better. Nothing to knock the business, they are friendly and I love the family atmosphere so I hope they indeed improve.

2.5/5 but I rounded to the nearest...