Wow! Never in all the times we've gone to Urban Brick have I been treated so bad! I am so upset I'm sitting in my car in tears! We literally go there every other week when I have my daughter because it is her favorite. We ordered what we normally do plus a couple extra pizzas since we have more people eating. I ordered 3 pizzas, cheesy bread and wanted 2 whole house salads (which we get everytime). I was told house salads can not be ordered thru drive thru...strange since we order them all the time. So, we ordered what she gave us as options. Changed my mind as we were driving to the window, so parked and got off quickly to change the salad order inside. The lady was so rude to me. Laughed in my face, said she has been there 6 years and NEVER had they served house salads thru the drive thru. I asked for a number to corporate, she said they are locally owed. I asked for the contact info for the manager...she said she is the general manager. I asked for the owners contact info then...she stated she was the owner. All while laughing and being very condescending. I walked out shaking...got in my car and started crying. I will never support that place again!! I am so disappointed! With as much as places are hurting they shouldn't treat people that way. I understand people have bad days...but that was uncalled for and I am just shocked. We've always had a good experience before ??
I came into the Lubbock Urban Bricks location (7610 Milwaukee Ave Ste 100, Lubbock, TX 79424) on 4/1/2022 around 6:30pm and ordered a "whole white shroom pizza" with Italian sausage added. This is a standard menu pizza with 1 additional topping. When I received the pizza, the dough, cheese, and toppings were undercooked because the person working the line put too much cheese and too many ingredients on it. I asked to speak to the manager to come to a resolution to get my pizza fixed and she was extremely rude and unprofessional. After speaking to her and showing her my undercooked and inedible pizza, she was unwilling to correct my order or remake me an edible pizza. At that point, I could tell that she was becoming agitated, and I asked for a refund. She rudely told me that she was unwilling to refund me and could only offer a coupon. She then reached into a dirty glass and gave me a “free pizza coupon tab” that was covered in pizza grease. She told me that the pizza coupon was the “best she could do” and she was unwilling to have a further conversation regarding a refund or making me whole due to the inedible pizza that she served me. This experience was extremely disappointing. Despite the rest of the staff being nice and hard-working, the poor quality of the pizza and extremely rude and unprofessional manager will deter me from visiting this location in the future. I urge the owners, Jason Burrellson, Andrew Forman, and Nannette Forman to take an active role in training management in customer relations and training the staff making pizzas on the line. Please see the attached photos for pictures of the uncooked dough and cheese, two images of the grease-stained pizza tab coupon, and another picture of the entire pizza (minus the one slice I tried to initially eat and threw away because it was undercooked).
I was out with my daughter this afternoon and we decided to get pizza for dinner. We decided to try Urban Bricks, and boy do I wish we didn’t. The pizza came out looking great, but after taking a bite, we were thoroughly disappointed. The entire bottom of the dough was burnt a crisp black. There were somehow even chunks of burnt black bits of clumpy “carbon matter”. We took the pizza back inside and asked the employees if the pizza is supposed to have black burned parts on the crust. The teenagers working said, “I would think so, that’s how it’s cooked”. They asked if we wanted a second pizza made, but we declined and left. Why would we want another burned pizza? So, I guess if you like charred pizza crust and the flavor of Acrylamide (that black stuff encasing a burnt marshmallow), then this is the place for you. If you’re like us, however, and just want to enjoy regular pizza, you’ll want to try somewhere else.
In a word - AMAZING! The atmosphere is beautiful. The brick oven pizza's are some of the best I've ever had. Well worth the premium price. Above and beyond the food is the staff. They are some of the friendliest, most helpful staff that I've seen anywhere. It wasn't just one person either- all of the staff were like that. Everyone checked with us to make sure we had everything we might need, and to offer a greeting and a smile. They were what every owner / manager dreams of - they acted as if they had a vested interest in each of the customers, and made everyone feel welcome. I will definitely be back every chance I get. You won't find a better pizza anywhere in Lubbock, or feel more welcomed - even in your mom's dining room. Don't miss out. If it's pizza you're hungry for, this is the place to go.
Whether you are a local or just passing through Lubbock, you must stop by Urban Brick. We drove in from Dallas on a Friday night with 3 families. We had the salads, wings, pizzas & desserts. The service was great & the food was excellent! Pretty unique place. Will definitely be back!
Just a good place to sit down and eat some pizza I like their verity of drinks they have drinks a lot of places wouldn’t carry and the dessert cinnamon pie is very good?
unprofessional and slow..
Everything on their menu is delicious, especially the cauliflower crust for pizza! Their ingredients are always fresh. Their customer service is always top notch too. The manager (Jeri) is always so good with her employees AND the customers. We always buy our pizza and salads at Urban Bricks!!
We are from out of town and took a chance on this dog-friendly place. We'd traveled all day and were so appreciative of their friendly customer service. The pizza was excellent and the salad was exactly what was advertised. If you want a friendly experience and great food, give them a try.
The entire pizza was slid off to one side of the box. Someone turned it on its side, the driver said not him. Also it was not cooked on top. Meat everything was barely warm, we had to cook it more on delivery. Very disappointed because of good reviews before. Also, we had read sometimes it was burnt so we ordered a little less, well it was a lot less, bread wasn’t even done.