1 /5 Brielle Davis: I dined in at Nectar Lounge at the Seminole Coconut Creek Casino yesterday and was extremely disappointed by the level of service I received — particularly from an employee named Karla P.
All I ordered was a simple 16-inch cheese pizza. Karla P assured me it would be out shortly. However, after 30 minutes of waiting, I still hadn’t received anything — meanwhile, I watched her serve about eight other patrons who came in after me, grabbing slices to go with no issue. I politely asked her for an update, and she said she didn’t see any pizza in the back.
Another 30 minutes passed, and I asked again. Her response? “They’re not telling me anything about your pizza.” No apology, no urgency, just vague answers. At this point, I had been waiting over 90 minutes for one basic pizza.
I finally told her to cancel the order and requested a refund. She said I’d have to wait even longer for that because a supervisor needed to be called. I agreed to wait. Then she claimed the register was locked and she’d need a manager to open it. Strangely, about 15 minutes later, she managed to open the drawer herself and refunded me in cash — but could not provide a receipt, making me question if she ever entered my order in the first place.
When the manager Phill finally arrived, I explained everything — how I was ignored, how Karla kept serving others while giving me dismissive looks, and how shady the entire interaction felt. Phill was sincerely apologetic and professional. He gave me my refund and looked into the issue and said she shorted her drawer and this needed to be addressed. Interestingly, when I checked the receipt timestamp, it didn’t reflect the time I initially paid — further confirming my suspicion that my order may have never been properly entered.
As I was heading toward the casino doors to leave , Phill caught up with me and it is ironic how he is running into me and pizza is finished if I still wanted it. This either means the pizza was sitting there the whole time and Karla P simply didn’t give it to us, or Phill rushed to make it himself to smooth things over. Either way, it was a kind gesture from him.
Another red flag: my friend initially handed over $40 by mistake for a bill under $20. When we quickly corrected it, Karla P gave us a strange look — almost like she expected to keep the extra cash. I can’t help but feel that the lack of a tip may have influenced her poor treatment of us. But how can we tip for service we never received?
In the end, I’m giving 2 stars for service solely because of Phill’s professionalism and effort to fix a bad situation. Thank you, Phill. I hope you seriously address this with Karla. No one should be treated the way we were, and no customer should wait over 90 minutes for a cheese pizza while being completely ignored.
To Karla P — I hope you learn from this and work on your customer service. A smile and a little effort go a long way.
Pizza was saturated with oil, lukewarm.
