I recently visited the Ledo Pizza location in Easton, MD, and unfortunately, my experience was a…read moremix of really good food and extremely disappointing customer service.
I ordered the 14-inch Meat Lovers pizza, and as far as the food goes, Ledo delivered. The pizza was delicious, with a great balance of meat, cheese, and sauce on that signature thin, flaky square crust. At approximately $21 after tax, it is definitely on the pricey side for a pizza, but the quality was good.
The biggest issue was the service.
I placed my order online and arrived approximately 30 minutes later to pick it up. My pizza was already prepared and sitting on the counter, yet I ended up waiting far longer than I should have just to have someone acknowledge me and hand me my order.
The restaurant wasn't busy. There was only one small group seated and eating, one waitress, and two employees working in the open kitchen directly behind the counter. Both kitchen employees looked directly at me while I stood at the counter but never acknowledged me or asked if I had been helped.
What was even more frustrating was that the waitress had just finished checking on the only seated group as I walked in. She saw me approach the counter, walked past without acknowledging me, went over near the register, pulled out her phone, and began texting. After waiting about 15 minutes without anyone offering assistance, I finally said, "Excuse me." Her response was essentially, "Oh, do you need help? I thought someone else was helping you." Given how quiet the restaurant was and the fact that no one had spoken to me, that explanation was difficult to understand.
On the positive side, the restaurant itself was clean and well maintained, and there is generally plenty of parking unless the nearby escape room is particularly busy.
I've been a Ledo Pizza customer since the early 1980s, going back to the original College Park location, so I'm very familiar with the brand and have been enjoying their pizza for decades. That's part of what made the customer service at this location so surprising. It came across as though the employees simply weren't concerned about whether a customer was being helped. Whether that's an employee engagement issue or simply a need for better customer-service training, there is definitely room for improvement.
Would I return? Yes, because the pizza was very good. However, between the approximately $21 price tag and the disappointing service, this probably wouldn't be an everyday pizza stop for me.
Great pizza, clean restaurant, but the customer service needs serious improvement.
