First thing's first. I noticed a trend regarding other reviews about hostile management, and I can easily confirm today that it's all true. Been coming weekly for months and I work in the same plaza, but nobody gives a crud here.
Staff has made multiple mistakes where I had to take pie back for remakes. First incident occurred when chicken wasn't added on my online order. Second incident occurred when they mistakenly added red bell peppers and burnt the crust. And today June 7th, somebody forgot the olives and burnt the broccoli to a blackened crisp. See the photo for yourself. See those black spots all over the pizza? It's burnt broccoli!
A complete pain and a waste of time having these errors because it takes another 12 to 15 minutes to remake another. So, waiting for my original bad pizza and the remake is a combined total of half an hour which is my entire lunch break down the drain. THREE times total now!
Many places in food and beverage who operate on a professional level will offer or ask if you wish to keep the original pie to compensate for the mistake while they redo another one. Otherwise, it's a complete waste of food to toss it in the trash and a complete waste of customer's time. If 1st pie made in error isn't offered to consumers for compensating lost time, we will have to wait double the time limit for just one pizza that should've been easily made right the 1st time!
Manager Amanda never offered the first incident and appeared a bit bothered by my return. After she handed me the remake, I assumed she forgot to ask if I also wanted the original as well, so I asked if I can just take that to compensate my time. She appeared displeased and reluctantly handed it over.
2nd incident was due to them adding ingredients I never ordered. Red bell peppers were added, and crust was all burnt. They offered a redo and upon leaving, I asked if I could just take the original anyways if they were planning to toss it out. Makes no sense to waste food and my time all at once. Employee appeared reluctant as well but did provide it as requested.
So far, I didn't make any issues out of these two incidents back-to-back because they did provide complete compensation for my time. By offering the redo which is mandatory due to their mistakes is one thing. But I was also allowed to keep the original one I returned for the additional time I had to wait for the redo. This made perfect sense, so no harm was done. Such courtesy is obviously expected unless you feel it's normal to waste customers time for your continuous mistakes.
For today's incident which is now the THIRD time, they forgot the olives and burnt all the broccoli to a blackened crisp. The same routine where a redo was now being made but a bit frustrating now. Saw new girl put my returned pie on a top counter in the back room. I asked if she's planning to throw away my returned item, could I just keep it as compensation.
She had to ask Amanda for permission, and it was apparently unacceptable now. Amanda appeared bothered and asked if they could just throw olives onto the existing pie to my disbelief. I replied that the broccoli is also burnt unlike all my previous pies. She argued that they're toasted to begin with and showed me all the rest. The rest of the broccoli appeared stale and rotten. She never apologized for any inconvenience and acted like this was perfectly normal.
I asked Amanda directly now if I could just keep the return as well for this inconvenience and she lied by saying, "Oh it's probably tossed in the trash already." I told her it's placed on the top counter in the back. She proceeds to ignore me and never replied.
It wasn't a shocker because I always suspected she was covertly hostile. I asked again if I can have the original as well to make up for my time and she decided to play me stupid. Walks back to "check" and says, "YUP. It's in the trash." Lies to me in my face when I clearly saw where the other employee placed it.
I left the restaurant momentarily to gather my thoughts and later complained about such repetitive service of always getting my orders wrong. I asked Amanda if she's the manager and informed her it's really unfair for me to wait an additional 12 to 15 minutes for your mistakes with no compensation whatsoever.
I asked is there anything else you're willing to do for this mistake? She replied, "We already remade the pizza." Gave me this complete cold stare and shrugged. She asked, "You still want the original? OK sure." She goes to back and brings out a garbage can. Amanda says, "I'll give it to you but it's in the trash. You can take it NOW if you want." Refused it at first but wants me to eat out the trash? Unbelievable.
Hostile, deceptive, conniving and brilliantly concludes that pizza in trash is far more appropriate than offering it to customers as an apology. Guess my complaint in store didn't do the trick so here's MY redo. Enjoy. read more