Summary version - It used to be great and it has gone seriously downhill. Our last two orders were absolute disasters that included multiple rounds of inedible pizza, false advertising, being accused of theft, being literally and repeatedly yelled at by the manager on the phone, hung up on and lied to. Absolutely insanity. We will never be back.
Longer version - We received great pizzas from them for the first year or so. We ordered probably two dozen times with no issues and great pizzas. Then we had an incident where we received a pizza where the green peppers were so burned the pizza was inedible. After an hour and a half (they promised a new one in 45 minutes) they brought a second one in exactly the same, inedible condition as the first.
The manager I called told me it was impossible to cook a pizza with green peppers on it without burning it. Huge facepalm - it is of course possible! In addition, the manager (not the owner) I spoke with was rude, yelled at me, told me I was wasting her time and accused me of trying to steal pizza. I offered to return the burned ones, send pictures, etc.
Ultimately I had them bring a plain cheese which we received nearly three hours after the initial order. The third pizza literally had not visible sauce on it whatsoever. We ended up not eating it and just gave up.
I spoke with the owner in person the next day and brought the third, uneaten, no sauce pizza in. I told the manager I wasn't looking for anything but just trying to help a fellow small business owner out. Maybe she didn't realize what was happening in the store when she wasn't there. She agreed it didn't look right and offered us a free pizza as compensation and said she hoped we would not give up on them. She said they had changed their sauce recently and perhaps that was part of the issue.
The replacement pizza was decent, but not great so we decided to just move on to other stores.
Tonight, my wife really wanted a brownie with the pizza. They do have great brownies! We ordered an "extra-large" 16" pizza and received one that was 15" in diameter. I know because it looked small and I measured it. I called the store and was first told it was 16" because the female manager I spoke to made it. I offered to send a picture of the pizza with the tape measure on it. At this point I figured it was just a mistake and we easily could work something out.
The manager then said that their 16" pizzas range from 15" to 16" in size and since the size of this pizza was between the 14" "large" pizza and the 16" extra-large that there was nothing they could do. Keep in mind that the difference between 15" and 16" is 13.5%. It is like they brought a 16" pizza with a slice missing. Not the end of the world, but something they should make right.
I said was unsatisfied and I expected to receive the 16" pizza I paid for. She asked what happened if they bring a new one and it is also less than 16". I told them they could bring a small if they wanted - I just wanted to make up the difference in size.
She said she would and abruptly hung up on me. Ninety minutes later no pizza had arrived so I called back. The manager said that she spoke with the driver and they decided not to send the replacement after all. She said they weigh the dough to certain weight and the size is what it is. We argued back and forth with the manager again literally yelling at me. She then said they had a record of me "causing problems" with other employees (presumably the green pepper pizza issue) and that if I did not want to be a customer of theirs she was fine with that and hung up on me (again).
I called back and was put on hold indefinitely. I called back from another number and said I wanted a refund. She refused to do so and refused to do anything to make the situation right. She again aggressively told me that a pizza that measures 15" is really a 16" pizza because they weigh the dough. She then proceeded to get even more aggressive and louder and asked if I thought they should change all their advertising, menus and the picture of a 16" pizza on the wall to satisfy me. I told her we were done and asked her to have the owner call me.
We will not return and I have filed a complaint for false advertising. My mind is blown that something that could have been easily solved turned in me being accused of thief, being lied to, yelled at, etc.
Crazy, crazy. read more