Umberto’s of Massapequa Park — Restaurant in Town of Oyster Bay

Received a gift card from coworkers. First night we ordered the food was TERRIBLE. Chicken Francese was wildly undercooked and I had to throw it out. Wife’s salad was okay. My chicken parm hero was nothing I’d ever want to order again. Pizza was good. I decided then that I would not order from here again…except there was still money on the gift card.

I ordered a second time, and though I could see how much money was still on my gift card through my account, it charged everything to my credit card. When picking up I asked them to make the adjustment to use the rest of the money on the gift card and credit that amount back to my credit card. I was told by 2 people that they can’t, and that there is no way to use the gift card online (which is exactly how I paid the first order). Girl told me to call my next order in so they could use the gift card when I pick up. I, as politely as I could, told her I had no intention of coming back because of how terrible the food was the first time, but I didn’t call to complain because I wasn’t looking to get anything out of it - some places just aren’t good, and I was going to cut my losses. She called over the manager who seemed empathetic and was talking about making things right with both my first order, and fixing the payment on this one. I heard him ask how much my order was, and for a second I thought he might do something to make up for everything - especially because I had to throw out a $25+ undercooked chicken entree. Then he called the owner who didn’t answer. He took my info and said the owner would call me and they would make things right. Instead, no phone call and they applied the gift card amount to my order and credited back my card for that amount.

In short, I got exactly what I asked for, so they get 2 stars instead of one. But, for a customer’s experience to be relayed to the owner and for them to do nothing to make it right tells me everything I need to know about that person. I also spent so long standing around in the store for them to try to figure out the payment issue - with my wife left alone to juggle our 3 kids, one who was 2 weeks old (hence the gift card). The gift card was meant to make our life easy. Instead we got a dinner I couldn’t feed my kids (chicken was for them), bland food, and a second order that caused more headaches than it was worth. I’m glad they addressed my IMMEDIATE concern about the payment method, but shocked they would just shrug off a botched dinner when they charge the prices they do, and dodge speaking with the customer as they promised they would do. Again, I wasn’t looking for anything other than getting the payment issue fixed, but a small gesture would have gone a long way. Instead it bought them this review and I hope others will think twice before doing expensive takeout from them (eating in would be fine because you could send the food back when it comes out...

I had reservations here for last night, for 7 people for my daughter's birthday, and arrived promptly, and our table was not ready. I had to search for a hostess. Then I had to search for the manager. We waited for at least a half an hour before we decided to leave. No one apologized for the wait. No one offered a complimentary drink or discount on a meal for the inconvenience. They just ignored us. No one followed us out to ask us to stay. They seemed relieved when we left. & I had a handicapped person in my party who had to stand the whole time too. & I called earlier in the week to confirm. & they called me earlier that day to confirm. One would think a reservation separates people from having to wait with others without a reservation. Put a card on the table & don't use it. I was told the party that reserved before us didn't leave yet & it would only be a few minutes. That's why you put a card on the table. I know it was a small place & very busy, but if that's the case, don't offer to make reservations for people. It really messed up our plans & put a damper on our evening & upset my daughter. I had to scramble to find another restaurant last minute. Luckily, I did, & enjoyed it. So not only did Umberto's lose my big check, they also lost my extra fat tip I gave the waitress at the other restaurant because she accommodated us so last minute. A shame. Great food at the Wantagh location, & I never had a problem there,, but very unprofessional at this location. Nothing lasts forever. Word of mouth goes both ways. I have a lot of friends on social media. There are plenty of wonderful Italian restaurants in our area. If you're not concerned about losing my business, I won't be concerned about not having you in my area anymore either. You'll see how it feels to be ignored too....

Well unfortunately this location has been going down hill for a few months now and after tonight I think it's time to part from this pizza place we have been using since they opened.

We decided to order 4 pies and 2 salads ahead of time for a family party and have it delivered for convenience. We called at 3pm for a 5:30 delivery and they confirmed no problem. Welp 5:30 came and no pizza, then 5:45, then 5:50 and still no pizza. Now with a house full of hungry people I call. The girl on the phone nicely said the delivery guy just left and should be there soon, since we live minutes away. Welp 10 min later still no pizza, so I call back and request a manager. The manger gets on the phone and after I explain the whole thing and how the pizza is over 30 min late now he replies "sir, the pizza is on the way, I dont know what you want from me, only thing I could do is fire my delivery boy". So instead of apologizing for the delay and lieing that it was on the way, or discounting something he decides to pass the buck to the 17 year old delivery boy. I hang up annoyed and the pizza finally gets there a few minutes later. One pie was burnt, one pie was cold, the other 2 pies were fine, and the salads were as expected. Overall very disappointed with the direction of this pizza place, seems to have lost there family roots. Only reason it has 2 stars is because I'm an honest critic and some of there pizza honestly tastes good, like the grandma pizza tonight was great. But theres plenty of other decent pizza places to go to that has better customer service and just as...