I love Trophy pizza and was so happy to find out that a location opened up closer to downtown. Seemed like a no brainer to order two pizzas for my birthday dinner for my friends and me to enjoy so I placed an order for a grandma pie and a vodka meatball pie through the trophy website the day before. I received an email confirmation as well as a text confirmation of my order. I also called twice just to triple check, but no one picked up either call. The day of, I called two more times to confirm and still no one picked up my calls. At my pickup time, I got to the factory 52 counter and asked for my order and the man working the counter curtly informed me that my order had been cancelled because they didn't have vodka sauce and I should have received a refund. I never received a phone call, text, or email informing me of this cancellation before I showed up. There was also nothing on their website saying they didn't have vodka sauce when I placed my order. They also cancelled both of the pizzas I had ordered, not just the vodka sauce one. Somehow I was expected to just read their minds that my order was cancelled. After letting them know I had called multiple times to confirm my order, the same guy said "yeah we don't run the phone system." He offered to make me a grandma pie and said it would take 20-30 minutes. I let them know that I couldn't wait for that since it was my birthday and I didn't have any food for my waiting friends anymore and he just said "Aw happy birthday, I'm sorry." I ended up ordering two pizzas from Taglios that were ready in 20 minutes. They also picked up the phone when I called to confirm my order! This was one of the worst experiences I've had with food service. If you have something on your website, you cannot expect the customer to know that it's out of stock and you can't expect them to know their order is cancelled if you've given them zero notice of that. You also should have a way for customers to reach you for questions about their orders. Trophy used to be my favorite pizza place in Cincy but I will gladly go to Taglios instead from now on. read more