05/31/2026
To Our Valued Guests,
I would like to personally apologize to everyone who chose to dine with us today and experienced excessive wait times or service interruptions. Unfortunately, many guests waited far longer than they should have for their meals, and some left without ever receiving their orders. For that, I am deeply sorry.
First and foremost, I want to make it clear that the responsibility for today's issues rests entirely with me and not with any member of our staff. Our servers, bartenders, hosts, and kitchen team worked tirelessly throughout the day under extremely challenging circumstances. They did everything possible to serve our guests, and I am grateful for their efforts.
Earlier today, while implementing updates to our new brunch menu within our point-of-sale system, an unforeseen technical issue occurred. Approximately 40% of customer orders were not printing in the kitchen as intended. As a result, many orders were delayed or never reached our culinary team for preparation. At this time, I have not yet identified the root cause of the malfunction, but I will be working directly with our support team to investigate the issue and ensure it is fully resolved.
In over 15 years of serving this community, we have never experienced a service failure of this magnitude. I am both disappointed and embarrassed that we were unable to provide the level of hospitality and service that our guests have come to expect from us.
To everyone who showed patience, understanding, and kindness today, thank you. Your support means more than you know. Please understand that today's events were the result of an unexpected technical failure and are not reflective of our normal operations or the standards we strive to uphold every day.
We are committed to identifying exactly what went wrong, correcting it immediately, and taking every necessary step to prevent it from happening again.
On behalf of myself and the entire team at New York Pizza Department, please accept my sincerest apologies.
Thank you for your understanding and continued support.
Erik Cilen
Owner
New York Pizza Department