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| - I have been going to Metro Pizza since I was a wee young foodie, and I have always loved the food and the service. There is no question why their pizza wins Best of Las Vegas nearly every year. Having said that, the family and I went to try the newest edition located in the northwest off the 95 between the 215 exit and Durango. The experience was less than stellar overall.
The ambiance and the appearance of the new Metro is wonderful. It is very open and inviting, and the seating is well spaced. The decor is great, with a mix of old-world Italy and sports banners hanging in the bar area. After being seated, we were greeted in a fairly good amount of time (within about 5 minutes) and the server started out on point. That is where the point became a jagged line. After our drink orders were in, we asked for a kid's cup for our son, and never saw it (after asking two additional times for it). The lack of attention continued for us throughout the meal. I did run to the restroom to verify that I was, in fact, still visible to the human eye just in case there was an anomaly, but alas I was not transparent. The orders were finally taken and the food did arrive to the table in a more than reasonable timeframe.
The food is still exceptional, and even though this is a new location the quality is still very much the same as I would expect from Metro. The service, on the other hand, continued to deteriorate at an alarming rate. After receiving our food. We did not see our server again until nearly 20 minutes later. We had to ask another server for a refill of our beverages, and there was never a follow-up from our server until that 20 minute mark. When she did finally show up, my wife asked for to-go containers and a slice of their carrot cake for our son. The boxes did show up, but we never saw the carrot cake, or even the check for that matter! 20 more minutes passed and the server was seen checking on other tables and completely ignored us.
This was the final straw. We called the manager over to express our frustration and concern over the missing cake that our son was now asking every 3 seconds for (never keep a 5-year-old away from his dessert). The manager was very courteous and did state that he had noticed the poor service (which is the first concern I have. If he is aware of the poor service, why wasn't he out there to begin with?) and wanted to make sure that we were taken care of. This was a very disappointing trip and one that I will have to think hard about returning to this location for.
This restaurant's only saving grace is the food is fantastic and well worth a normal wait. I hope that they are able to correct their poor service issues.
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