We have ordered from Grubstake Pizza, many, many times over the years so it is sad to have to write this review, but the owner needs to know how their customers are being treated by their workers. We regularly come to Kimberley to visit, including at Christmas time when we have placed a few large orders here (over 200 dollars) and it is always good, so we keep coming back. This time may have been the last. We came to visit family, and stayed in a hotel and were excited to order 2 large pizzas for delivery, and were told it would come in 45 mins. When it was over an hour past ordering, we called to inquire on the status of our pizza and were told in a curt manner that the driver hit a deer and the pizza would be another 20 mins, so an hour and 20 mins wait now. Why did they not see fit to phone the waiting customers and let them know of this set back? Every restaurant I have been a patron of prior usually will inform customers of setbacks, especially if it will be double the time quoted at ordering. Then I decided it may be quicker to pick it up so I let them know I would come by and get it myself. I showed up at the restaurant an hour and 15 mins past original order and it still wasn't ready and the delivery driver was there and no sign they hit a deer, maybe they have 2 drivers or he got a new car.... Who knows. But anyways, I went to get my pizza and te lady rang in the price, no apology for the delay, or that I had to pick it up myself. She rang in the price, full price, and added the price of all 3 sauces we asked for too. I couldn't believe that there was no discount or apology when the order was so late, double the quoted time, and on top of this I had to pick it up myself instead of having it delivered. So I asked if there was nothing that could be done, as I myself managed a similar Pizzeria in Calgary for 5+ years and we would always apologize profusely and do whatever it takes to make a customer happy in hopes of getting repeat business in the case of late or messed up orders. She exclaimed that of course I had to pay full price and couldn't believe I asked if anything could be done, and was quite rude in the process. So I told her nicely that we are repeat customers, I understand her side but I can't believe she can't do anything to make up for the mistake. She then rang it in at half price, aggressively on the machine and said 'fine then'. I appreciated the discount and thanked her and decided to tip 20 percent to show my appreciation of this. When she collected the receipt she did not thank me, never apologized and would not look me in the eyes, she went back to oiling pans for the fresh dough she was making and when I tried to tell her thank you she didn't even turn around and ignored me the rest of the time I waited. The guy working the oven handed me the pizza and interrupted me when I was politely letting her know I thought it was rude how she treated me and that after this interaction I would not be returning, and he said HAVE A GOOD NIGHT loudly and extremely rudely. I simply cannot believe the treatment I received at this establishment, and it makes me sad to know the next time we visit Kimberley we can't look forward to ordering from Grubstake pizza and instead will have to try our luck at Stone Fire Pizzeria instead. Hopefully the folks there won't be rude and will appreciate our business. read more
