Big Al's Pizza Casey Central — Restaurant in Melbourne

If I could rate 0/5 stars I would. I had the worst customer service experience, I rung the store previous to submitting my menu log order as I am allergic to cheese and let them know and asked how to remove cheese from my pizza on the order. They instructed me how to do that, thy wrote a note of it themselves. 45 minutes later our pizzas arrived, both with cheese. I rung straight away to request a new pizza, which they said they would do and have for me in 30 minutes. An hour and a half later I am still waiting and requested a refund for my pizza which was denied and instead a credit was offered. I accepted and asked how long my pizza would be, they said 20 minutes. After a further 40 minutes I rung back to ask about my pizza, apparently it had been made but they didn't send it because I got the credit, when I had said that I still wanted the pizza as I was unable to eat any of the first one. When asked to speak to the manager the manager was not at the restaurant. When asking for my refund and for the whereabouts of my order they told me that it wasn't their fault as they were busy, which is completely irrelevant if they are ignoring food allergies. As a business they have a duty of care relating to food safety with their customers, which was totally dismissed by that comment and the way the situation was handled. I will be following up tomorrow as the manager has apparently left.

Thanks for you reply, but there is no need to lie to cover a bad review, I asked to speak to a manager who I could hear through the phone and was told they weren't available, I wasn't offered a new pizza, I was offered an IOU for a future order with no refund because it was too busy to send me a new pizza. Again, I take pride in supporting small businesses, but not those who...

As an existing customer since moving to clyde north 10 mins away from store. We attempted to place our regular order on the usual friday night. After being prompted for our address details we were asked, where is clyde north? (8.9km away - 11minutes according to google maps). The response was... "it is too far away from narre warren south". After speaking with the manager he confirmed that we were too far away for delivery and that if we were to proceed a minimum order charge of $30+ would apply. This is after being ordering and delivering for the past 3 weeks every friday night to the same address with a regular driver! We have ordered with DOMINO'S PIZZA with no confusion of address once before & now will continue to use DOMINO'S PIZZA. NOT a great way to get new customers from new estates & i will make it my ambition to ACTIVELY NOT RECOMMEND YOU TOO EVERYBODY WE...

Big Al has big problems! Both times I have ordered from him he has mucked it up.

The first time I went to pick up at the time Al sent me in his confirmation email and when I saw him at the counter Al told me he had no record of my order! I find that impossible to believe because he emailed me and said he had received it! I had to wait another 15 mins.

Tonight my wife ordered and again Al emailed us and said he will deliver it by 6.18. At 6.35 I phoned to find out where our pizza was he had forgotten about us again! The lady (perhaps Al's wife??) told us the driver had just arrived and would bring it asap and it was another 20 minutes! I live 2 minutes away. Not sure if he walked to our house??

The order was wrong, and neither of my children enjoyed their donuts. I ate one and it was just ok, not enough...