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| - Someone needs to do some serious phone training at this location.I've ordered from here before, but they were never a staple for me. But my roommate was recently diagnosed with a gluten intolerance, and they prominently advertised a gluten-free crust option, so we started ordering from here instead of our preferred (pricier) pizza place.
Order #1: Took me 5 minutes to explain to the person taking my order over the phone that I wanted sausage added to a base special pizza. Really not that complicated. An hour and fifteen minutes pass, no pizza. Tried to call and inquire. Was immediately placed on hold and left there for 5 minutes. Hung up. Called back. Refused to let them immediately place them on hold (much to the person taking my call's surprise) and managed to ask my 15-second question. (I wanted to verify that the order had gone through, given the uncertainty level of the person who took it.)
Order #2: Placed online. Ordering system doesn't tell you an estimated timeframe of when your pizza will be ready for pickup. Called to ask. Was immediately placed on hold and left there for 3 minutes. Hung up. Called back. This time was actually allowed to talk to a human and ask my 5-second question. Went to pick up my pizza and watched them place someone else on hold indefinitely as we left even though no one was in line behind us.
I know this is a nitpick, but it really is atrocious from a service standpoint, and guys, this ISN'T HARD. If you have a customer in front of you, put the caller on hold, and then help them before you take the next customer. If you're too slammed to do that, at least pick up the phone between customers and let the person you've put on hold indefinitely know that you haven't forgotten about them and someone will be with them shortly. This is sort of Retail Phone Service 101.
The pizza is fine. It's nothing spectacular, but it's good. Some of the toppings are interesting but overall it's good Basic Utility Pizza, the kind of thing you order if you're having a party and want something nicer than Pizza Hut. I like the calzones because they're the size of my head and last two meals easily, but they do usually arrive still cold in the middle. Overall, it's pretty underwhelming, and certainly not worth braving godawful service for. I might still snag a calzone every so often, but the phone manner the last few times had me googling whether our favorite place DID have gluten free crust after all, and lo and behold they do, so our actual pizza orders are headed right back to Roman Candle where they apparently should've just stayed.
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