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  • I ordered delivery due to the cold. I have a special needs sister and I did not want to take her out in below freezing weather to avoid her taking ill. The ordering experience was fine. The delivery person was very polite. Especially considering the cold working conditions. When the pizzas arrived they were undercooked and sauce was so watery the toppings were nearly floating. The cinnamon pull apart wasn't fresh at all. It was lukewarm and drowned in icing and hard in some spots. When I called, I only requested the worst pizza be replaced because I had a bogo and used points for the pull apart. (Figured this was maybe why they were giving away stuff because the quality was subpar) I was placed on hold without explanation. After a few minutes, I was still on hold. I wasn't sure if the call was disconnected. I called back and the person told me she did not remember the call and that I was never placed on hold. (It was a 5-minute hold...seriously? At least pretend to care about customer grievances) I walked her back through our conversation and then asked what the resolution would be since I had to actually come pick it up whereas I ordered delivery initially. I explained that it would be an inconvenience and why. I was placed on hold abruptly...again! The team member said that the manager could only offer one or the other. I opted for the refund and then had to ask what next steps (i.e. did I need to come in person, when would it be done, etc.) would be. (This is standard information that should be offered whenever a refund is issued.) Needless to say the experience was less than pleasurable. I feel that management didn't take adequate ownership of the issue. This caliber of experience is something you warn others about to prevent them from encountering similar disappointment. So you've been warned.
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