I want to start by stating that my sister worked at a Jets Pizza all throughout high school so my family is very familiar and loyal customers of this chain. For my sister's college graduation she requested to have Jets Pizza. Knowing that this past weekend was going to be very busy with graduations and Mother's Day, my husband called ahead on Saturday the 11th and ordered 5 pizzas around 2:00 p.m for a 6:30p.m. pick-up time. On the way back from graduation we called this location back to let them know that we were on our way to pick up our order (around 6:00 pm). They claimed to have no record of the order being placed.
My husband requested to speak the manager. He was placed on the phone with a very young sounding gentleman who said his name was Jacob. Jacob took zero responsibility for this mistake. He said that "he had just gotten there at 5:00" so he was not on shift when we originally called in at 2:00 to place the order. He never once stepped up as the manager on shift and apologized for this error nor attempted to make it right! He was sarcastic, rude, and frankly this chain should be embarrassed by the tone and language he took with his customer. He needs further training in customer service and how to be a manager.
We finally had to ask him, are you going to take our order now? And make sure it is ready in time? He said to give him 20 minutes and the pizzas would be ready. Because the pizza was supposed to be done at 6:30pm, we already had people on their way at this time. However, still at 7:00 p.m. we did not have our pizzas and my father, mother, and uncle were stuck sitting at this store for over 40 minutes waiting on pizzas AND missing my sister's graduation party. We had people from 3 different states in town to celebrate, friends, family, etc and instead of spending time with family and getting to celebrate this time together they were missing out on this due to your franchise's error!
At the end of the day, we got our 5 pizzas (4 of which were cold...we apparently were waiting that entire time on one more pizza), over a hour late (from the original pick-up time requested), a half missed party, ended with a HUGE disappointment!
Being a loyal customer of this chain for over 15 years, I was appalled by the customer service (or lack there of) and know that this is not what this chain stands for nor does this type of customer service stand at any other location I have ever used. This mistake was a joke to Jacob and because he was not on duty when we called, in his mind, it was simply "not his problem." I do not care what line of business you are in, that is never an appropriate response as a manager.
Do not order from this location if you expect to be treated with respect, professionalism, or even have your order in time! read more