We ordered 3 pizzas and a Reuben from Fathead's, scheduled for 4:50 PM pickup so we could take everything straight to a surprise 60th anniversary party. We arrived early at 3:45 PM and told the waitress (who was kind and attentive) why the timing mattered. She said she'd note for the kitchen to start at 4:30 so the food would be hot at 4:50.
Instead, by 4:25 PM the entire order--three pizzas and the sandwich--was already sitting out. I reminded staff that our pickup time was 4:50. The man behind the counter, who introduced himself as Drew (the owner), admitted it was their fault and the order had been put out early. I asked, calmly, what could be done to fix it... In a hateful tone, he told me, "You can take the cold pizza home." I replied, "I'm not paying for cold pizza." His response: "You don't have to be a fing prick about it.*"
To be clear: the waitress was professional and tried to help. But Drew's attitude and language were unacceptable--especially after acknowledging the mistake. Mistakes happen; it's how you handle them that defines a business. What should have been a simple fix (remake the pizzas for the correct time, offer a reasonable solution) turned into a needlessly hostile interaction that ruined the experience on a very special day.
And yes, I have pictures of the oEder where the waitress noted to start the items at 4:30 and a video of the hateful kid as well as a very nice lady who witnessed his behavior. This guy needs to be in the back of the restaurant or sent to a customer relations class.
We won't be back. read more