1-star experience with the overnight staff at the Grasonville Wawa.
I accepted a DoorDash pickup for four pizzas around 1 AM and drove approximately 15 minutes to the store expecting the order to be close to ready based on the scheduled pickup time. Instead, I arrived to find the order had not even been started.
What made the situation worse was the complete lack of communication and professionalism from the overnight staff. I stood waiting while multiple employees watched me standing there confused about the status of the order without acknowledging me or offering assistance. After already waiting well past the scheduled pickup time, I finally asked whether the order was done, only to later discover they were just then beginning the pizzas.
I was eventually informed that large pizza orders are not started until the Dasher arrives. If that is truly the policy, it should absolutely be communicated through DoorDash because it creates major delays for both customers and drivers.
The delay became so excessive that the customer canceled the order after I had already waited roughly 35 minutes. That meant lost time, lost earnings, and a completely avoidable situation.
I also asked to speak with the manager because my phone battery was critically low after my car charger stopped working, and I still needed GPS to complete the delivery. The response from the overnight manager was dismissive and unhelpful. There was no effort to problem-solve, communicate, or show basic customer service.
Delivery drivers are part of the customer service chain for businesses like Wawa. When drivers are ignored and treated like an inconvenience instead of business partners, it reflects poorly on the business as a whole.
This location seriously needs stronger overnight management, better communication, and a more efficient process for handling delivery orders.
With employees like that, I can see why they are overnight employees! Better to keep low quality employees away from the public as not a single one offered any help. In fact, I could've probably walked back to where they were cooking or pretending to do something and they still wouldn't have said a word.
Very disgusted I don't frequent there much and I definitely will never again read more