This place hasn't changed. I keep hoping they'll improve but the carry out service is still substandard.
I came in tonight to pick up dinner for my husband and myself. He likes their tacos and I wanted some pizza-by-the-slice.
Upon arrival there was a line almost out the door. It's a Saturday at nearly 6pm so no surprise there. I sat in the car and watched to see if it was just a little rush and it might make sense to just wait for the line to go down, or if it was going to be a steady stream of customers. Fortunately I didn't have to wait long. The line died down so I went in.
The pizza case was almost empty. All that was left were a few slices of cheese, a few slices of pepperoni, and a white pizza with one piece missing. None of it looked enticing but I figured the line *was* just pretty long and who knows how long they've been this busy so it's not unimaginable as to why they were low on pizza. So I decided to wait and see what comes out, which had to have been coming soon.
So I waited. And waited. And waited a little longer. You'd think management would anticipate a dinner rush at 6pm on a Saturday night, but that's just me. So I say down at the counter and started playing on my phone to pass the time.
While I was waiting, a woman came in to pick up an order she said she'd phoned in about 25 minutes earlier. Problem was they didn't have her order ready. In fact they didn't have the order at all. They didn't even know what it was supposed to be for. I couldn't quite hear everything that was going on but somehow they were aware they'd lost a phone order about a half an hour prior but they didn't know whose, so they weren't able to contact her. They retook her order and she angrily went out to her car to wait.
Before I knew it half an hour had gone by and they finally started putting more out. A new 1/2 Pepperoni 1/2 Cheese, a Chicken & Broccoli, a Chicken Finger, a Super Steak, and a Pepperoni & Sausage. So I got up from my seat at the window and went over to the counter. I went straight to the pizza case instead of the register because the cashier seemed confused about everything and I didn't have much confidence in her.
The young woman at the pizza case took my order for a large taco, hot, with double meat, no lettuce, no tomato. She said once it's done I could choose my slices.
While I was waiting for the taco to be done a man came in with an order he'd picked up a few minutes prior. He asked to speak with a manager. Apparently he'd ordered pierogis and received jalapeño poppers instead. The manager offered to make the pierogis, and the man politely declined. He said he'd just prefer his money back as he had to go and couldn't wait. The manager became insistent and said he could drop them (in the fryer, I'm guessing) right now if the man could just give him 10 minutes and they'd be right up. The man responded that he'd already given him 20 minutes and didn't want to wait any more. The manager went on to insist again. He said he'd give the man back his money if that's what he really wanted but again, if the man could just give him a few minutes they'd be right up. In frustration the man relented and agreed to wait.
My taco came up, and the young woman who took my order waved me over. I selected the slices I wanted and she boxed them up. I signed the credit card slip, pointed to it and asked "who gets this tip?" and she replied "I do" so I filled in a nice one.
As I turned to leave, I stopped next to the man who was waiting for his pierogis and with my hands full of my order I asked, "Did that manager even offer you a discount for all the trouble?" Nope. The man just shook his head. I shook my head and he said "Hey, it happens." and I replied, "Yes it does-- but so does good customer service, but not here." and he raised his eyebrows and pointed at me as if to say, "You got it".
In fairness I left before the mans replacement order came out so I don't know if he got a discount or not. I hope he did.
It seems pretty clear to me that this place has poor management. The service is consistently disappointing. That speaks to training, which is the job of management.
It's about time for you to get it together, La Nova. I'd be in there a lot more if I wasn't so consistently disappointed. read more