Crust Pizza Erindale — Restaurant in District of Tuggeranong

Update to this review to say they have gone from abysmal to breathtakingly incompetent. We have been made to wait 2.5 hours for pizza on other occasions & that was bad enough. Tonight it’s been well over 3 HOURS & they haven’t shown up!! It’s after 9pm, they’re now closed, nobody is answering the phone. When I rang tonight (the first time) to enquire after my order, I was openly lied to and told it was out with the driver, on the way. (We live 5-10 mins away) I followed up again about 40 mins later - someone else then told me it was in the oven. It’s now another 1 hour & 20 mins since that second call and we’re still waiting. If they’d been honest in the first place we would’ve offered to come pick it up, but they lied and told me it was already out for delivery. It’s WAY past my child’s bedtime and he’s now having to eat a very last minute dinner of something else because our expensive Crust rubbish hasn’t showed up - money down the drain. Absolutely appalling. And they didn’t offer any compensation or refund. Their app has no function to report an issue. They’ve taken my money, lied to me twice and not provided any product or service. And stopped answering the phone, they’ve probably just gone home. (The delivery eventually showed up, WELL after 9pm. The delivery driver seemed surprised that I was annoyed & said the oven had been broken - so that’s the third different story I was given, that nobody mentioned before - when I called I was first told it was on the way, then told it was in the oven, then the driver said the oven had been broken. Who would know what’s true?)

Consistently soooo slow for delivery. It shouldn’t take 1.5 hrs to get a pizza from a shop 5 mins away. They never really seem to care too much either. Disappointing because we’ve always enjoyed Crust from other franchises before. This one is almost always a frustrating and...

We ordered 3 pizzas online at around 7pm, the order said it would be about an hour wait - no problem. An hour came and went and no pizza. Waited another half an hour - no pizza. By this time it was about 8.30pm, the store closes at 9. We called the store and were put on hold for (I wish I was joking) 15min, then the line disconnected. With 15min to go and no update from the app or store my partner drove to the store.

When it was explained we'd been trying to call, the staff said "Oh yeah, we don't answer our phones." They informed my partner that the pizza had already picked up and delivered on time (original ETA 8pm). My partner called me to check -no pizza. The store called the driver and the driver told them he had delivered the pizza. I confirmed - no pizza.

Then, miraculously, 5min later (by this time it's about 9.10pm a car pulls up and delivers three (suspiciously) hot pizzas. Which leaves me to wonder, if the store thought the pizzas had been delivered at 8pm when they should have been, and the driver told them it was delivered some time ago. How could the pizzas have been so hot while at the same time being over an hour late.

Service, efficiency, reliability need some serious work.

One positive note, the pizzas were well constructed and not haphazardly slapped together as sometimes can be the case. This alone warranted the one star...

Don’t bother. If you’re a local you’ll know crust has been around for a long time and used to be the best pizza shop in the area. Unfortunately not anymore. On multiple occasions when getting delivery pizza has arrived hours late usually with the wrong order also and no apology. If you want an apology you basically have to beg for one as these people have zero manners or customer service skills. Thought I’d try pick up instead as the pizzas have still been good enough to take the risk but this was the last time I’ll be visiting. Ordered online, estimated pick up time was 15 minutes. I get to the store 20 minutes after ordering the guy looks around and then proceeds to tell me “10 minutes” - they hadn’t even started making the pizza yet! Another 20 minutes rolls round I check again, he says it’s going in the oven now. Eventually an hour after ordering he calls out my name, no apology no nothing. Pizzas this time were appalling and tasted horrible compared to usual. I’m sure management will probably respond to this review saying please contact us so we can address your concerns but they never do. Moral of the story -...