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| - My wife and I both love and hate Fired Pie. We have frequented the Deer Valley location since it opened a couple of years back, and the same for the new location at Westgate, unfortunately we are having more and more negative encounters with each visits. Almost without fail something goes wrong when we visit, the worst couple experiences are as follows...
Went in after work to get a couple of pizzas to take home, I was one of 2 customers in the store, I ordered 2 pizzas and the other customer after me ordered 1, when I got home with the pizzas expecting the pizzas I went through the toppings line preparing, I found that I only received 1 of those and then the other customer's pizza, so of the 3 pizzas they made at that time, at total of 2 orders, those 2 orders were messed up. We called and explained and all they could do is offer an apology at that time, nobody on staff had any knowledge of how to work their iPads to process a refund. OK fine, lesson learned check pizza boxes before leaving!
The second and definitely the worst experience was Sunday afternoon at the Westgate location, there was a decent size lunch rush going on but nothing crazy, we ordered our pizzas and proceeded to wait for them to be finished, roughly 15 minutes later my wife's pizza came out and I stood for a while waiting for mine, another 10 minutes passes and I am finally told that my pizza was lost, they didn't know where it went and that I could get back in line to order another one. The line there doesn't move quickly as any customer knows and I didn't feel that was an adequate solution or any kind of customer service. One of the owner's was there and just kept sheepishly shuffling pizzas around in the ovens, he was aware of the issue but chose not to do anything about it. I requested a refund and after some time and several other staff members looking through the iPad transactions to find my was told I would be refunded for the lost pizza, no receipt was provided however.
I'm not one to compose a negative review for a smaller franchise, and definitely not one that I actually love the food from, but at this point visiting their locations is just so painful and never go smooth, one pizza is always done well before the other, makes dining with your wife difficult. The lines are painfully slow and unfortunately every issue points back toward poor management/ownership. Customer service starts from the top and you would expect that if nobody else cared about the customer the owner would. Anyone that frequents these restaurants can quickly see these same issues and easily point out inefficiencies in their processes and customer service. It always feels like everyone is new, regardless of how long they have been open. That said they pizza is really great and if you can manage to get in and out without issue it is worth a try.
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