This review is based on two visits, two nearly identical pizzas, and unfortunately, the same issue…read moreboth times: two pizzas, same floppy crust.
About two weeks ago, visiting Auburn for work, I ordered a small Supreme thin-crust pizza from Salvatori's and brought it back to my hotel. The pizza itself was very tasty, but the crust was extremely soft and floppy--so much so that it couldn't support the toppings. When I picked up a slice, the toppings basically slid right off the bottom. The crust had apparently decided its job was simply to provide transportation from the kitchen to the box.
The flavor was good, though, so afterward I called the restaurant simply to offer some constructive feedback. I explained that I thought the pizza had been pulled from the oven too early and wasn't fully cooked. The young lady took my feedback in stride and thanked me.
This week, I decided to give Salvatori's another try and ordered the exact same pizza: small Supreme, thin crust. But this time I was very specific. I asked for the crust to be very crispy and told them I was perfectly fine with the cheese getting browned. At the end of the call, they confirmed, "So you want it well done?" I said yes.
Perfect. We were speaking the same pizza language.
I was told it would be ready in 20 minutes. When I arrived, however, the pizza wasn't ready. After waiting a few minutes, one staff member asked another if they had taken the order for the "10-inch carryout pizza"--a.k.a. my pizza--and there seemed to be a little scrambling.
The manager came right up and explained that they were "late" getting my pizza in. I said no problem. Things happen. I waited another 15-20 minutes.
When the pizza finally came out, I watched an employee hand it over to the woman at the counter. She opened the box, looked at the pizza, paused for a good five seconds, slowly closed the lid, turned around, faced me and said:
"Sir, your pizza is ready."
That five-second pause should probably have been my warning.
To their credit, they were very nice about the delay and gave me a piece of cheesecake at no charge. I had intended to pay for it, but they insisted because of the inconvenience, which I genuinely appreciated.
Here's where my pending disappointment became actual disappointment.
I opened the box.
It looked almost exactly like the pizza from two weeks earlier.
Definitely not well done. Definitely not crispy. Once again, the crust was soft and floppy. Apparently, "well done" and I have a different definition than Salvatori's oven does.
At that point, the pizza was already cut, I had already waited the extra time, and I really didn't want to hand it back and ask them to put it in the oven for another 10 minutes just to get the crispy crust I had specifically requested.
I hate leaving anything less than a five-star review, especially because the pizza actually tastes good and the staff were friendly. But after specifically calling about the issue after my first experience, then giving them another chance and being extremely clear about how I wanted the second pizza cooked, it was disappointing to receive essentially the same result.
The missed order and extra wait wouldn't have bothered me much by themselves. Things happen, and the complimentary cheesecake was a thoughtful gesture that I appreciated. But when a customer specifically requests a pizza "well done," the restaurant confirms that request, and the pizza still comes out noticeably underdone, that's harder to overlook.
I wanted crispy. I got floppy.
Twice.
Two pizzas, one review--and unfortunately, the same crust both times.
I'm just not sure there will be a third. I'm rooting for you Salvatori's, I really am, but man-o-man.
