I Love Pizza Dulwich Hill — Local services in Sydney

Badly run business stage one.

ordered TWO pizzas from here a week ago via Uber eats. The order came and the pizzas look nothing like what’s on the menu....not even close. I called up to make sure they knew what was going on....they did not. I needed a vegetarian pizza for a vegetarian. The chorizo pizza turned out to be a chicken pizza and they had no idea what the other one might be. They hoped it was vegetarian.

The girl on the phone was most apologetic but clearly had no idea what was going on. She very kindly offered to credit me with a free pizza next time. Just call tell them my name and they will send a pizza. Every one was confused but no big deal.

Badly run business stage two.

So a week goes buy and i call up like i was told to give my name and they would send me a pizza. But you guessed it they were confused. Had no idea who i was, what i was talking about....still very apologetic. Apparently that’s not what they would have said, did i know when i order the pizza, yes. Did i have the name of who told me i could call up and get my credited pizza. No.

Well they are very sorry. But it’s not what they would have done.

This place seems like an absolute mess. However they get anything at all done is beyond me. Can i speak to the manager, uuummm the manager doesn’t work today they will text him for me?????

Badly run business stage three.

So the manager just called me and said that it was all Uber eats fault (he literally said that). He said i should not have taken his staff at their word and they should not offer to fix this mistake. I offered that maybe he should train them about what to say if he was not going to honour any promises they make. It was up to me to report this to Uber....although the ticket is closed. He said he can prove its ubers fault, when i asked him to contact Uber on my behalf he said he would not.

He eventually called me back and offered to make me a pizza which was lovely, he said he couldn’t organise delivery though??? Weird again. I told him i don’t drive and currently can’t walk freely and that’s the main reason i had ordered take away to begin with.

He then said he can prove everything and is going to make me look like an idiot.

Customer service at its best.

This place has only been open for a few months but it is not going to last long. Don’t make the mistake of ordering anything here and getting dragged into the chaos. There is no structure at all and any pizza that gets delivered must be purely by...

15/09/22 Date is of most recent experience. But this is the third time in the last month we've had a issue. First off, your food is great, when hot and fresh its delish'

Ordering from your Dulwich Hill store is a Miss rather than Hit. Over the past month we've ordered from you four times. One time our pizza arrived in 25mins, was amazing, hot and delicious. the other three time's we've waited for long times for pizza to be delivered.

Every time we've ordered through Uber Eats. The time given from Uber Eats is 20-40Mins. The Phone number in the Uber Eats app is incorrect and dos not connect when dialed. When pressing the request an update in the Uber Eats App, no update is given by the store.

After an hour we call the store for an update and have been told that they only have two drivers. The staff are mostly polite but you can hear they are frazzled. On two occasions we've called the store three times for an update and been given conflicting information. First time been told it's cooking, second time been told it's waiting for a delivery driver, third time been told it's cooking. The Dulwich Hill store uses it's own drivers and does not use the uber drivers, and on rainy days, this provides significant delays.

The communication from your store and through the ordering app is not up to scratch. Delays are not communicated to people and If I knew it was going to take over an hour and a half to two hours to have my food delivered, I'd place my order at 4:30pm or not order...

You guys really have to lift your game. I ordered a pizza at 5.45pm and was told it would be 40 minutes. When the pizza still had not arrived an hour later I called the store and the woman on the other end of the phone could not understand me and I had trouble understanding her, rather than try to help she hung up on me. I called back after waiting 1 hour and 15 minutes and was told by another person who answered the phone that they had no record on my order in the system and it would be another 40 minutes if I wanted to re-order the pizza. I declined. Then 10 minutes later there was a knock on the door with the original pizza order. It had been an hour and a half by this time and the pizza was practically cold. Sorry guys but you've lost my business. Which is a shame as your pizza's are...