July 25th 2026
**Very Disappointing Experience at Nancy's Pizza in Springfield**
I normally don't take the time to write negative reviews, but our experience with Nancy's Pizza in Springfield was extremely disappointing.
We had just got done traveling a **12-hour drive day**. We stopped because we simply wanted to grab a pizza, after a long and tiring day with 2 very hungry kiddos.
Unfortunately, we were given the **wrong pizza**. We didn't realize it was the wrong pizza until after we had already eaten a piece. Once we discovered the mistake, we contacted the restaurant expecting a simple solution. Kids only wanted cheese not a meat pizza.,
Instead, we were told that we had to **drive all the way back to the restaurant (15 minute trip 1 way) and return the pizza we had already taken home and started eating** before they would give us the correct pizza. We made the trip back, returned the pizza, and then had to wait for and pick up the replacement.
What made this even more frustrating was the complete lack of concern for the situation. We tried calling and reaching out, and we didn't feel like anyone was taking responsibility for the inconvenience. We explained my mom took a piece, and kids won't eat cheese and two hungry kids, yet there was very little effort to make the situation right in a reasonable way.
They eventually offered us a **free pizza for another visit**, but we don't live in the area, so that really wasn't helpful. We didn't want a free pizza another time -- **we simply wanted the pizza we had ordered that day.** there was no compensation for thier mistake, no concern for our drive back (15 minutes each way)
There is also a food-safety concern with being instructed to bring back food that had already been delivered to and handled by a customer. Illinois has adopted the FDA Food Code, and Section 3-306.14 addresses returned food and states that food that has been served or sold and has been in the possession of a consumer generally cannot be offered again for human consumption. Illinois inspection guidance also specifically lists the proper disposition of returned, previously served, reconditioned and unsafe food as a food-safety requirement. ([Illinois Department of Public Health][1])
That makes it especially concerning that we were specifically instructed to bring back a pizza that had already been taken home and eaten from.
Mistakes happen. We completely understand that. **What matters is how a business handles the mistake.** In our case, we were inconvenienced multiple times, had to make an unnecessary trip back, had hungry children waiting, and felt like our situation simply wasn't important to the staff.
They should have given compensation for all the drive back and fourth!
For us, this wasn't about getting something free. It was about receiving the correct order and having the restaurant take responsibility for its mistake.
Unfortunately, based on this experience, we would not return to Nancy's Pizza Springfield. read more