Cappy's Pizzeria Tampa Palms — Restaurant in Tampa

Unfortunately we had a very disappointing experience with Cappy’s in New Tampa yesterday. We frequently order takeout from there for family pizza night approximately two to three times per month. The last few times we’ve ordered, the pizza has been very inconsistently prepared. Sometimes too much/too little sauce, too much/too little cheese. Today’s pizza was all cheese/no sauce, after I had specifically ordered for lighter cheese/more sauce, so I decided that due to the frequency this has been occurring I’d notify management. I called immediately after getting home and a woman asked me to hold and put the phone down - not on hold, just placed down in very close proximity to the front counter. I know this because I heard one transaction, small talk among employees and several of them trying to figure out how to change the register tape. I finally disconnected after twelve minutes and tried calling back a few times but the line was busy. I finally got through and the same woman answered and I explained to her that she put me “on hold” and forgot about me. I then told her about all of the inconsistent experiences we’ve had lately. Her response was that she was new and didn’t remember putting the phone down. I asked to speak to a manager or owner and she said she was the owner and her name was Lou (not sure if spelled correctly). My message did not seem to get through which is why I’m writing this review. The owner ended the call with a very sarcastic “thank you for supporting small business.” We will, although it may be with other pizzerias with more consistency and better customer service. I’m not going to give a one star review because historically when they make the pizza as we’ve come to expect it, it’s very good. The manner in which they handled the situation needs a lot of work.

In response to the owner’s original response:

I was not calling strictly to complain and tie up your phone line (which for the record only lasted a little over a minute thanks to cell phone call history). I called to express the inconsistencies we have experienced to hopefully help improve the small business we like to support regularly. Unfortunately, after being forgotten about when you placed the phone down for 12 minutes, I expressed that frustration first once I got back through and there was no apology or understanding for that. Here I am with a pizza not prepared correctly and then I’m placed “on hold” for 12 minutes while trying to enjoy dinner with my family. While I understand these things happen, this could have been very easily handled by acknowledging the gaffe and not by stating you didn’t place the phone down (which is what you did first) followed by stating you didn’t remember. The main point of my call was to convey to management that I have been going to Cappy’s for years and more recently the pizza has been very inconsistently prepared. We can go back and forth over what occurred, or you can take the feedback of a longstanding customer to heart and do better. I will continue to support small local business, and that support includes providing feedback to establishments I frequent like this. I wish your business success along with others trying to make it during these...

SLOPPY MESS OF A PIZZA!!! Worst deep dish pizza I have ever picked up!! When we opened the box the sauce was so watery that it sloshed to one side of the pizza and we brought it back on a even car seat and a table before we opened it up so it came out of the restaurant like that! The watery sauce soaked the breading so it was literally folding over instead of being hard and crunchy like a deep dish should be!! We had to use the fork in the picture to make the sauce even all over. It was absolutely horrible and it tasted poorly made like they tried to make the sauce as quickly and cheaply as possible. Do yourself a favor and don’t come here ever again!!! I have NEVER had such horrible pizza!

UPDATE: Called management to get a refund and hopefully come to an understanding because they took our money and gave us a horrible product that we had to throw away due to how inedible it is. Not only were they extremely defensive and rude, they also blocked my original number so that I couldn’t contact them. They refused to give me a refund stating that I “blasted them” on social media and that they know their pizza and this was never an issue before. The many 1 star reviews would prove otherwise. So not only do they have horrendus pizza, their management is completely unqualified to be in their position. I have never had such HORRIBLE customer service as well as horrible deep dish pizza.

If you want them to steal your money and disregard your complaints while serving you pizza that they threw together as quickly as possible this is the...

Unfortunately we did not have the opportunity to try the food.

The seating set-up is confusing. You're asked to seat yourself if there are open and clean tables or sign-in if there are no clean tables available. We signed up for a table.

Once a table was available, we waited for it to be cleaned before sitting down. Then a large party came in and wanted the same table. We were then told we could no longer sit at the table since there was now a large party that needed the table, even though we were there at least five minutes prior to the large party's arrival.

Previously, a COUPLE was dining at the same table we were told was ONLY available for large parties At this point we did not want to wait for a new table.

We should have been allowed to sit at the larger table since we waited over five minutes for staff to check the list and clean the table.

Overall, this was a bad customer service experience because staff seemed to make up the rules on the fly and didn't care if we were seated or not. We were told we could sit there and the table would be cleaned, then a male waiter said we were standing in the wrong spot to get a table. And finally he said only large parties were allowed at the table we were promised.

Lesson learned; don't go to this place on a busy night. Can't speak...