Awful experience. I'm sad to say that with Home Run pizza, we didn't even make it to first base!
I love to support independent local businesses, but when a place gets it really, really wrong and does nothing about it (or worse, insults you), then independent or not, it's time to move on.
Ordered the 'Greek' pizza and was given a 30 minute wait time for cooking and delivery. We called early (4:30pm, before dinner time) so thought this seemed pretty reasonable.
After an hour went by, we called to see what was up. The young lady on the phone said something about the delivery person being out on the road, but with other deliveries ahead of us. Understandable, but then why give the customer a projected 30-min wait time? That is just setting the scene for confusion and frustration for the customer.
After more time went by, we called again. Same answer; "oh, he's nearby, he should be right there. I'll call him to find out where he is." She hung up with no offer to call us back to let us know what was going on.
And then, after a full 90 minutes had passed since our first call to order the pizza, we called for a third time. "Oh, he said he was close.'. At this point, we asked to speak to a manager to which she informed us that the delivery person WAS the manager (odd, and concerning because how do you manage a restaurant if you are out doing the deliveries). She said I could speak with him when he arrived.
Several minutes later, 'the manager' showed up. It had now been over 90 minutes since we called. The manager handed us the pizza and before he could ask for his money, we reminded him the pizza was over an hour late! No real apology, no real excuse except they were 'busy'. To which we replied, 'then why not give your customers a more accurate wait time?' And then we received a full litany of excuses, a complete absence of a real apology and pretty awful customer awareness or care. As we complained to him about this, and suggested to him that something should be done to make the situation right in the moment, he offered us a full $4.00 off the pizza. Good grief. And then, he decided to insult us at no extra charge by telling us we were 'unreasonable customers'! We were gobsmacked by this. Had we not already had our pizza in hand (and had we not by this time been STARVING), and had we not already paid him his measly $20, we would have told him to take the pizza and leave. It's one thing to drop the ball with a customer, but to INSULT them so overtly is pretty inexcusable and for sure will kill any future possibility of business.
Good going, Home Run pizza. Way to turn a first-time customer into a 'past customer' in several uncalled for sentences.
Now if only the pizza had been 5-stars it would have helped somewhat with the wait, the insults, the attitude, etc. But it was maybe 2 stars on a good day and I would honestly say if it was good. They forgot some toppings, it was of course nowhere near hot after being out of the oven for so long, etc. Really poor overall.
So, no loss. Good luck, Home Run. You're going to need it. read more
