***DON'T GO HERE*** My husband and I came to this establishment for the first time on a Friday evening, there appeared to be 3 other parties already seated. We requested food to go. The cashier asked if we wanted to pay now or when the...food arrived. We opted to pay now considering we only ordered pizza and wings, mozzarella sticks and were offered "free" baked ravioli....which at any normal place wouldn't have taken any more than 25 mins max. We sat down, watched some winter Olympics and began to notice what appeared to be the only 3 employees coming in and out of the kitchen, tending to other guests, bringing their food items (appetizers and such)...the table we sat at was as such that all 3 employees walked by us each time they went to other tables (we were literally the first table next to the register counter). After talking awhile, we realized it had been an hour and no outreach from anyone working there or update, finally we were able to flag down the lady who rung us up to ask the status of the order, she aggressively stated....ummm ugh it will be done in about 2 mins. As I attempted to express well, we have been waiting a while and you've all passed by us and not said a word, is there a reason why no one thought enough to update us? At this point I was cut off by her saying....well, when u pay first it doesn't ring up in the back as she rushed back to the kitchen mid sentence not acknowledging ANYTHING else I had to say...(again, how in the world would we have known that)....this again was interrupted by the "cook" rushing out 3 boxed items which appeared to be our items. At this point I asked the cook to speak to the manager as I was just dismissed by the other staff member and I'd like to discuss the fact that we were never informed of any issue with our order after such a long wait. The cook expressed he has been very busy but did show some understanding and told me he'd quickly have his manager come. Due to our proximity to the kitchen, I clearly saw him mention this to the manager. Who visibly sighed and proceeded to annoyingly come to our table...he began apologizing and AGAIN, as I began to respond and express my concern and frustration with waiting and most importantly the fact that no one had the COMMON courtosey to at the VERY LEAST inform us of that the ticket wasn't received in the in extremely close proximity kitchen, nor apologize at that time or inform us of the time delay.....again this "MANAGER" proceeded to continue to say "I'm Sorry, nothing I can do"...again while I was talking. I finally said, "Sir, this is our first time here, my husband works on call and tge whole reason we came here was to try the new restaurant in the area and because its a pizza place, we assumed the wait time would be quick. Since we have been here over and hour, he has now been called to work.....and again, all it takes is to be transparent and inform your customers of what is happening, im not understanding why that sinple standard is not being exercised....is there anything else that you're able to do besides say you are sorry? Is there a percentage or something that can be taken off this meal". At this point the "manager" walked behind the register...pretended to pull up info on the iPad while mumbling something to the lady who rung us up, and literally pulled $6 out of the register and handed it to me saying, "oh ugh I can do a 20% discount". I looked at this man and said "This is unacceptable and we won't be back". He continued to mumble as I walked out. So, Sutera's "well known for 45 years".....is this how YOU have been doing business all these decades? If so, keep it. And, please ensure this reaches a REAL "manger" or "owner"....or someone who has a spread of human decency and has heard of treating all people with dignity and respect.....and have them reach out to me to provide alll of my money back.....Ive been to 5 start restraunts who send the chef out just because the someone at the table just didnt like the flavor, etc and the item was removed and refunded. It's rough for all service industries...I get it. But if this is your normal practice....hmph...its appalling, disgusting and inhumane....AGAIN.....normal human courtesy and respect can go a long way!!!!More