Rosati's Pizza — Restaurant in Summerlin South

Update: changing the star from 1 to 3. Manger Bill called me this morning. He apologized for the incident and took ownership (regardless that the cashier may have been inexperienced). Bill wanted to credit back the entire order, but asked if we would accept a store credit because it was already processed. We agreed. After he apologized again he said something critical, "I hope that you remain our customer."

Look I am a business owner and understand things happen. I still feel like this all could have been diffused but that's ok. Bill made the call (never easy) and I believe he is sincere. Thank you for the acknowledgment.

This is the first negative review I have ever written. I'm starting with this point to establish just how bad my experience was. And the tragic part is that it could have been avoided multiple times before it got to a point where I was inspired to share this experience.

We have been Rosatti's customers for years. They're not always perfect. But it's ok. The food is great and running any business is hard. Last night we called in our order. Because of the fights delivery was quoted an hour to an hour and a half. No problem, we decided to pick up. Cheese pizza, spinach salad and bread sticks. Nothing complicated.

When I arrived I was greeted. The cashier brought out the pizza and a brown bag paper that looked like it held a standard to-go container. It was stapled shut. I asked three times, "is that everything?" Three times I was told yes. To the point I where I was made to feel like there was something wrong with me. So I figured the salad and breadsticks were packaged in the bag and off I went.

When I got home and opened it bag there were only breadsticks. No salad. I was annoyed. If I had forgotten the salad or rushed off no big deal. I would have gotten in the car and went back. But I asked the cashier 3 times, "is that everything?" I called. Yep, the salad was there. All packed up and ready when I was there. "Oh you can just come back and get it." Here is how the rest of the conversation went.

Me: I asked three times if that was all. You said yes. You need to send it with a delivery guy.

Rosattis: We're all backed up because of the fight. We can credit you back on your credit card. (Nice attempt to create a solution but didn't solve the problem).

Me: When can you deliver it?

Rosattis: (Puts me on hold. Comes back.) We're backed up so when it slows down. About 3 hours. (Clearly a response to get me either to come pick up the salad, or accept the credit and forget it.)

Me: (Now I'm pissed). What's your manager's name?

Rosattis: (Puts me on hold. Comes back.) He's not available.

Me: What is his name?

Rosattis: Bill. (Doesn't give last name even tho I asked).

I hung up and went back to get the salad. I didn't demand the credit and never got it. But guess what I did when I got home? I called Rosattis from our land line.

Me: Hi do you guys deliver?

Rosattis: Yes within a 5 mile radius. And we're about 1 to 1.5 hours out on delivery right now.

Remember the solution they offered - 3 hours to send it with a delivery guy. But if I ordered it again it would only be 1 to 1.5 hours...?

Ok so they made a mistake. I get it. Running a business is hard and especially on high volume nights like last night. Here are the things they could have done differently.

Don't BS the customer and offer a sensible delivery time. (We would have accepted this solution actually). Or, stretch your resources a bit to make things right. It was your mistake after all.

Don't be unavailable when you're the manager. The reason stores like this have a manager is to exercise judgement to resolve issues like this. If the manager is truly unavailable, offer to have them call back the customer. Even if it's the next day.

I will say this, the young man who was working at the front when I went back at least apologized for...

Well theres alot to why i consider this a 4 star. The location is rough because its so busy and people drive too fast through a narrow area with less parking than id like. Its like when you go to a drive through and the line is poking into the street and you feel uneasy safety wise in your car. But its a small gripe. This is a pickup only location which is just fine. At 2 pm on a thursday there was someone inside ordering, so i waited 5 min to pay and pickup. A couple came in after me. 3 groups in a pretty small space so maybe thats considered busy. The wings are good, but the sauce is strong! I wasnt able to handle mango habenero but my southern wife laughed at my sissy mouth. I ordered no cheese as im lactose intolerant and have learned to enjoy pizza without it. You have to get a great sauce to make up for a lack of cheese, which rosatis has. It is fairly acidic though. And my pizza still had parmesan sprinkled in it, so a dairy pill was required to not gas out my family. It needed a smidge more flavor so i added tonys louisiana spice and it was fantastic. I added peperoni and more air fried sausage from smiths and it became wonderous. For the location woes, parmesian and acidity i...

I'll be frank, we went because we had a coupon that came in a mailer. But, I was pleasantly surprised as soon as I walked in. My family and I dropped by on a Friday afternoon to find a great lunch rush, attentive staff, and great deals on delicious food.

We had the wings and mushrooms for our apps and small Chicago-style and thin crust chicken barbecue pizzas. The wings were average. The mushrooms were bland--literally just breaded and deep-fried mushrooms. But honestly, we didn't go for the apps.

The pizzas were fantastic and incredibly filling. You can choose your own toppings in the Chicago-style. We chose pepperoni, sausage, and mushrooms. It took a while to come out, because of the sheer amount of toppings, cheese, and sauce; but it wasn't too long and we still felt attended to during the waiting period. Between the three adults and two kids, the Chicago alone would have been sufficient. The barbecue chicken was a nice contrast to the heaviness of the Chicago. Good flavor and better than other versions I've tried.

Overall, I'd recommend....