Most of my experiences with this place have been 4/5 star. But a very recent experience took that all away. And that's hard for me to allow when I like a place. I'm very much willing to let a place mess up and make it up to me next time.
I went to Pizza Guys in Windsor to pick up 2 large pizzas for a small gathering at a friends house for the LOST season 6 premier. After I paid I realized that 2 large pizzas wouldn't be enough so my girlfriend opted to buy some extra filler food and got the garlic cheese breadsticks. All was good she paid for those because I had purchased the pizza. My charge was $26.15+$3.85 tip for a total of $30. Her charge was something like $6.50.
I always order pizza with lots of extra sauce.. the pizza had what seemed like light sauce at best. But that is always how they do it for some reason.
Anyway my girlfriend calls me a couple days later saying that she was charged $6.50 AND $26.15 from Pizza Guys. I checked my online bank statement to find that they also charged me the $26.15+3.85 tip. And she also pointed out that her direct deposit was late and because her car payment went through the $26.15 overdrew her account. (the 26.15 appeared as a separate charge from the $6.50 for the breadsticks) and the pizza caused an overdraft fee.
She called them and spoke with a manager who was incredibly nice and said "bring in your bank statement and I will gladly refund you the money for the pizza and reimburse you for the overdraft fee". She did this but the manager become much more rude and said he now needed my bank statement even though they had the receipt for my credit card with a different last 4 digits processed for that same thing only a minute earlier. So I went in and showed him my statement, which he then gave us $26.15 in cash and said it is not their responsibility to cover the overdraft fee because she shouldn't have been purchasing food when she couldn't afford it. I continued to explain we didn't purchase the pizza on her card, but $6.50 bread sticks that was within her available balance. He continued on about how it's not their problem and started getting very rude with his comments about our ability to manage our funds. He then gave us a free large one topping pizza coupon... he said and i quote "this makes it right". I said to him "no you fraudulantly charged my girlfriend, had you NOT charged her for the pizza I already purchased she would not have overdrafted her account, the $29 fee from the bank is because of Pizza Guys". He then said to me "you two must have confused my cashier about who was buying" so I said "so is it the policy of Pizza Guys to just charge everyone for an order when the cashier is confused?" He said sorry and he would not help us but to pursue her bank for a refund.
This whole situation is not a good one, and really easily could have been made good by Pizza Guys. I am a customer who probably spends $500 a year on pizza with Pizza Guys for just about any sports game on tv with friends.
This really bothered me, I felt like I was treated very rudely and discriminated against because of being younger. (25yrs old). So I emailed this exact story to their corporate office via their contact form on their website. 2 weeks later no response so I emailed their feedback@pizzaguys.com email in case the contact form had a glitch. It has now been a month and I have not heard a single thing back from Pizza Guys corporate. They completely abandoned a very dedicated customer, one who drove from Windsor to Santa Rosa for their Pizza before they opened the Windsor location. I was very friendly and professional about the whole thing and this is what I get in return. Nothing.
This experience was a mix of an unappreciative business and disrespectful rude comments for wanting what I felt was owed.
After all, had they not charged my girlfriend for pizza I already bought, we would have never been in this situation. My purchase of the pizza was a completely separate no confusion transaction. They charged my girlfriend for something without a signature and caused her to lose $29 in fees.
All that aside, the pizza was delicious as always. Thanks Pizza Guys! read more