NY Pizza Grill — Restaurant in Washington

DO NOT ORDER OR EAT FROM HERE

After seeing a paper menu in the hotel my boyfriend and I were staying at, we decided to order online. As it was getting late, we were glad this was open and offered delivery; however, the small print said we had to order $20 minimum for delivery and there was a $2 delivery fee.

The advertising on the menu and the website had several small discrepancies but we went ahead and ordered a medium NY white pizza and garlic bread with cheese online with a credit card. Someone from the store called immediately after and confirmed our room number and said it would be 40 minutes.

After waiting the 40 minutes, we received our order and the driver informed us that we had not paid. My boyfriend called the store and spent 10 minutes on the phone discussing the prices and total as well as trying to explain that we had put in card details online. They tried to tell us the prices online were wrong and that our order cost more. We finally got the order to the correct price and they charged the card at the store and we tipped the driver promptly.

When we opened the pizza, we basically got a cheese pizza without red sauce and our garlic cheese bread was simple bread with cheap half melted cheese on it. There wasn’t garlic on either item and it was advertised to have it on both. Also Mind you, a regular cheese pizza for the same size cost $5 less... basically a 12 year old could have made this basic over-priced questionable food.

When we called back to explain what we received, the person who answered tried to tell us that that the garlic and oregano was in the crust of the pizza (not advertised this way at all) and there was no sign of that either. They also tried to tell us that the garlic bread did not have fresh garlic on it but had a garlic butter on it (still not advertised this way) — but again, there was no sign of any garlic flavor on this bread whatsoever. We were then transferred to the manager who attempted to tell us that they have never had a complaint about the garlic bread and when I explained that was likely untrue, he told me they never had any issues.

I asked for a refund and they wanted to send a driver back 40 minutes to pick up the food so they could refund us and would not offer any other solution. It was already midnight at this point and that seemed ridiculous so we left it alone. Especially after the manager said “you’re not from here so you don’t know, but this is how we do things”.

Curious enough, the reviews for this place that I found and the reviews for this place that my boyfriend found after this situation, were extremely different. On my phone google said this was a 5 star place as “New York Pizza and Grill Kabob” - on my boyfriends phone, google said 3.6 stars as “New York Pizza DC” - same address same company under two profiles to hide their bad reviews.

The worst reviews included wrong orders, half eaten pizzas, awful customers service and discussing food - this matches our experience. Do not let any highly rated reviews fool you - these are likely employees or friends so they will continue to get business. Take a look at the photos of the reviews as well. This place is unbelievably ignorant and overpriced.

Also, if you do find the negative reviews we found, be sure to read the responses from the manager/employees arguing back and blaming the customers, claiming they never have complaints or issues, and most importantly - contradicting themselves and making absolutely no sense.

DO NOT ORDER OR EAT FROM HERE. You will be disappointed, not be refunded, and no consequences will come...

Original Review: 'Website is not user-friendly. When placing an order for a sub, fries, and drink specials their system allows you to start your order by choosing the coupon. Then it prompts you to customize the sub to your liking. After there are no instructions that prompt you then add your fries and soda. When I called for an explanation, I was met with rude customer service.'

Owner Response: 'We would like to thank you for your feedback and we apologize that your experience with us was not as pleasant as you had expected it to be. We will definitely make notes or change a couple things on online ordering. We recall the phone call yesterday when your order wasn't exactly what you expected it to be and we did try to let you know that when ordering a special online you have to add the items to your cart and then apply the coupon so that way it will take effect. when you place your order online we recommend you review your cart before checking out. If you are unable to add it to your order, we also recommend to leave a comment in the special comment section so that way we know what you're looking for when you place your order and we can adjust it or make any changes once the order gets to us. Would have been more than happy to fix the situation for you, but unfortunately when we were trying to explain that it would be a little more than your original Total you hung up the phone. Your truly apologize about the inconvenience that you experienced and we hope that next time will be better suit your needs.'

You seem inept to how restaurants are handling online orders in 2020. You've lost your location on Florida and I'm sure this one will soon follow suit. And by time you get up to speed on why platforms such as yours are moving to more user friendly systems, you'll be behind the curve again. Your website needs improvement as well since the text doesn't even fit in the space provided when you select the coupon. You had no intention of correcting the issue because your staff member decided arguing with me was more important than service. The customer is always right, which is why you felt obligated to respond i.e. reputation management. I see what you tried to do there with the 'but unfortunately when we were trying to explain that it would be a little more than your original Total you hung up the phone' comment but I assure you the price for the way I wanted my food was not the issue. Not to mention fixing the situation was impossible since there is nothing you can do to about an order that was already delivered. So, that combined with your rude staff member is the reason I hung up the phone. As I mentioned, the search results for this location will soon say...

DO NOT ORDER FROM HERE!!!! The WORST customer service ever. I always used to order from here because the food is so good. It’s like ever since the moved locations everything has gone down hill. I had 4 HORRIBLE experiences with them since they moved. First bad experience was when I ordered a calzone and a Mexican wrap. I ate my calzone that night and I saved my Mexican wrap for the next day. As Im halfway into the Mexican wrap there was some sort of wood I bit into. It looked just like a wood chip and smelled like cedar. I immediately called them asking to speak with a manager and the man on the phone said hold on. The same man came back to the phone and asked what was wrong. I kasked was he the manager and he said yes (lies) so then I explained to him what was going on and he said he doesn’t understand how that could have happened and he doesn’t know what to tell me. So I hung up and called the next day and spoke with the actual manager and he was a little better with his customer service skills and told me he would give me 30% discount on my next order. The SECOND bad experience was when I ordered again, I did get my discount but they got my order all wrong. When I called to tell them they mixed up my order they tried to convince me that that was in fact what I ordered. So I let that go. The THIRD time ( the only reason I kept ordering is because the food was good and they stay open super late) I ordered my food and the total came up to 38.21. My boyfriend went outside to get the food with 38.00. I heard arguing outside and got up and the man said he could not give us our food and we were a waste of his time and drove off. At this point I was soooooo done with them!!! I was up all night looking to see if there was some sort of corporate NY Pizza. So last night we got super hungry around 12 am and they were the only ones open so we called and I asked to place an order for delivery I gave him the address then he told me to hold on. I heard them speaking in another language in the background and then he gets back on the phone and says “sorry we are not delivering anymore tonight” so I went the hell off!!!! Sir I’m not dumb, you wouldn’t have asked for my address if you stopped delivering then he said “we are not delivering to you anymore because the last two times we had problems!” So I’m telling him that they were the ones with the problem. And then he said fine go ahead and order (with an attitude). I didn’t even want that food anymore. They live to play the victim! This place will no longer get any...