I had the worst customer service experience of my life here tonight.
I took my break from work to go get pizzas for my staff. (I work in Farmington station - 10 minutes away). When I got there, there were two other customers ahead of me, and they got their pizzas within 5-10 minutes of waiting. I ordered two pizzas - cheese and pepperoni, and some garlic cheese bread.
I sat for 30 minutes, watching as close to 15 customers who had come in and ordered after me had gotten all their pizzas within 5-10 minutes of being there, before anyone came over to talk to me. The cashier - a nice old man and a sweet lady came over and asked me what the name on my order was and what I had ordered. I told them, and he offered me a water cup as I had been waiting a long time and then he walked away without saying anything about what the complication was.
After about 10 more minutes, I walked over to the manager and asked him where my pizzas were at - that I had been waiting for close to 40 minutes for two pizzas and I needed to be back to work in 10 minutes. He said that he's making them. I asked him for a refund and he said, "I have pizzas to make." So I asked him to have the cashier give me a refund and he yells to cashier from across the store, "Hey! Give her a refund!" So I walk over to the cashier & the sweet lady, tell them I need a refund and they told me they couldn't do that, that I needed to wait what ended up being another 5-10 minutes before my pizzas were ready.
At this point, I walked back over to my seat feeling so frustrated and upset to the point where I started crying. I couldn't leave because I spent $30 on pizza and they wouldn't refund it. So I had to either leave without pizza & be -$30 or wait another 10 minutes for my pizzas. Finally, the sweet lady calls my name & tells me that she gave me a free pizza and to take a 2-liter of soda on my way out & that she was sorry. It wasn't until I was in my car that I realized I hadn't gotten a free pizza - I had gotten exactly what I had ordered and a free 2-liter of soda. I received no discount, no discount on future purchases, no refund, and I had tipped 20% when I had ordered so my total spendings were $35. It was a super disappointing experience and I will not be going back there, ever. I understand being stressed out & dealing with rushes, but the least they could've done was communicate with me and make sure I left somewhat satisfied and not extremely frustrated. I also ended up being 10 minutes late back to work from my break. read more