sala309 on Trip Advisor
a year ago
11/16/2021, 00:19 AM
If you don't care how you get treated or wait hours for your food, then this is the place for you.
Horrible, horrible, horrible customer service (too sad, the pizza is decent, but if you don't care about being treated like you don't matter when things go wrong, then this is the place for you) .
I called them at 5:19 pm and ordered 2 pizzas by 5:29. They mentioned that it will be ready by 6:45 pm the latest. I then asked the person (Selena) whom tookuu my order, if they can get my order ready by 6:30, because I'm pressed for time, she put me on hold and came back to let me know that they can't do by 6:30, but promised me that it will be ready by 6:45.
I got there at 6:26 and informed the manager on duty that I was pressed for time and needed to make sure that my order was almost ready. At 6:30, he came back to tell me that my order is "not even dressed yet", so it's not even been worked on yet. So I explained my situation to the manager AGAIN (2 hungry kids in the car and I have to be in Chula Vista by 7/715 (latest). When I asked for an update at 6:40, he said they are just starting to get it ready
-5:29, I told them, I need them to make sure my order doesn't fall behind.
-6:26, I told them that I'm pressed for time.
-I emphasized that again at 6:40, and my pizza went in the oven at 7:52.
I got pretty frustrated and then realized that this manager kept approaching another person at the restaurant and when my order was finally ready at 7:05 pm (started at 5:19 pm). I then approached that person and come to find out he was the senior manager (Gen ASM) in the building and my urgent need for my order was addressed with him and he kept blowing it off.
The moment I began to talk to him, he got pretty rude and he refused to give me his boss's name. I heard someone call him Danny/Daniel (?). I soon realized that I was his power trip of the day/evening (he needed to tell someone off, so he can feel good about himself). He was unprofessional and basically told me that I could F-off and not take the pizza, if I'm not happy. At no time did I raise my voice or yell at anyone, but he kept telling me that, "I don't have to give you any info" over and over . He continued to ignore me and refused to give me the GM's name, once I told him that I was planning to call the GM and the owner to complain about the service. .
Even though the first managers inaction from 6:26 until 5:52 was not right, but at least he was professional and acknowledged my grievances although no action taken. I've been eating there for a while and after last night, I will never return to the store again. For the first time tonight, I ordered an extra pizza for my cousin and after last night and the wait, he told me that he will stick to his regular shop by the Cove. When managers feel like they have no one to answer to and for, then more than likely the establishment doesn't really care about their customers and it's a cultural store issue and I'm not going to spend money where a establishment just cares about money and no accountability for service.