Caruso's Italian Restaurant & Pizza Shop — Restaurant in West Hempfield Township

The food at thus carusos is absolutely amazing. Great bread and portions are huge for the price so it's nice to always have leftovers. The issue I have is that they have no system for online orders vs call in orders and they last few times I've gotten from there it's been chaos. For example, the last time I went there I had ordered ahead online and paid online. So when I got there I should just be able to walk up and say I'm here and wait for my order to be done. The problem is that when I went in there were probably a dozen or so people waiting in a line saying that this is the line to pick up your order. It made no sense because I already paid so what would I be waiting in line for? I awkwardly got in the line buy quickly asked an employee that walked by where I should go because I already paid. I got some dirty looks from the crowd, but I just don't understand what I'd be waiting in line for. People were complaining the whole time about how long the line was and how they needed more ofna system. The lady I talked to said she'd check on my order and to step to the side. Then I stood there for another 20 minutes or so before they had my order ready. It was just so unorganized and that's too small of a space to have that many people crammed in. I think they need to just have separate lines for separate functions. My order was supposed to take 30 minutes and it took an hour and 15 minutes to be done. Overall I'll continue to get there once in a while just because the food is great and it's close to my house. However, the service issue needs to improve if they want customers to stay. I'd be more inclined to get there more often if it weren't for...

I want to commend the young man and two young women working the counter last night. It was Friday night, dinner rush, beyond busy and customers were waiting for their orders much longer than anticipated. It was less than ideal. While I sat waiting for our order which was ready 60 minutes past our quoted time, I observed mostly patient customers and a few awfully impatient rude customers. I was pleasantly pleased with how well these young people handled each situation— looking customers in the eye, apologizing & empathizing, asking how to make mistakes right, thanking people for waiting, etc. You can’t always get everything right, every single time, but the real craft in a situation such as last night, is how well you handle your customers in the moment. I do think management could have jumped in and directed them to pause incoming orders for a little to give the kitchen a chance to catch up as tickets were running extremely long and orders were still coming in at a rate of at least 1-2 per minute, by my observations. Regardless, the customer service was top notch and although we waited quite a while, our food was hot and delicious. I hope you all have a...

I personally love the food here...it is consistently good. I really appreciate that they offer Gluten free options now. Initially, everything was great...the GF Italian sub was awesome and my wife had no issues. The last two times we ordered it, my wife had a bad gluten reaction from cross contamination, even though I marked the gluten allergy in the comments on the online order where it allows you to do so. So unfortunately, this limits how often I order from here now. It stinks and I love the food still, but it also doesn't make much sense if my wife cannot eat there also. If you want to offer gluten free....fantastic! Just realize, people can get really sick if staff does not take...