The one I wanted to love. The one who I would have loved, had it not been for their fatal flaw. I know this probably sounds far too dramatic for a pizza place, however, when they're good, they're mindblowing. Properly mindblowing. The kind that stays with you for days, weeks, months.. years?
So this was not an easy affair to end, however after setting high expectations, I've had three orders of underwhelming quality, in a row. Two pizzas and one salad were incorrectly made. Maybe it was my fault for falling too hard. Still, consistency matters, especially for comfort food, and this Crust struggles with it.
The place appears to be uninhabited by a manager, which is generally not a big deal, as the staff are friendly and seem competent. However, given the food prep is so ad hoc, a manager is needed. No one has any authority in store to issue refunds, other than the absent manager.
The first order I asked for a refund. This took ten+ emails and numerous phone calls to head office. I finally got a refund after over a month. It wasn't even from the local store, it was from marketing. The local store went AWOL, and apparently didn't respond to the emails sent from head office. This appears to be a major gap in the business agreement with the franchisee.
I didn't ask for a refund for the next two, since it was so stressful and time consuming to do so. I only ordered with them again because I'm sick in bed with no food in the house.
Apparently a public star rating is unfortunately the only way to get through to whoever owns this store. I don't care if I need to live on protein shakes. That was third time unlucky.
I'd give the staff five stars, though. They're nice to deal with. I want to give the store one star, since it's against consumer law not to provide refunds when you're selling products that are different to what was advertised. Despite the staff's efforts, the lack of real customer engagement irks me. read more