Crust Pizza Rosanna — Restaurant in Melbourne

Ordered a pizza on-line for pick up @ 2.30pm on Monday the 5th August 2024. (It was through a promotion we had from Foxtel). Went to pick up and there was a sign on the door saying the store opens @ 4pm. (photo attached). There was NO Customer service phone number to ring as the store phone was not answered obviously!. So I sent a message on the chat and was told best to go home as the store is not opening till 3pm and some how an order was accepted for 2.30pm pick up. So I drove back and came home. I rang the store later and told them about what happened and was told they ONLY OPEN @ 3PM. So I drove back to the store again (28km back and forth...56 km if you take the 2 times I had to go to the store). The franchisee was less apologetic on the phone as if it was the 'system's fault' taking an order for 2.30pm as they don'e open till 3pm. Over the phone the franchisee said he'll offer me a Garlic bread and a drink FREE of charge for the error. When I eventually went to the store, he asked me whether I wanted the Garlic bread OR the drink? I said on the phone you said BOTH. He said NO, One or the other, as IT'S A FREE PIZZA ordered because of a FOXTEL competition, So I ended up getting a 'free' garlic bread. When the 'on-line chat' people responded EVENTUALLY, i told then what happened and I had to drive extra 28km and waste 2 hours of my time in traffic, due to CRUST messing up my order, I was told, because It's a franchisee business model, the franchisee decides on the outcome and they can't change anything and offered me a 'FREE SIDE on my next order due to my experience "IF I WAS A LOYALITY MEMBER and to produce the LOYALITY NUMBER" to give me a FREE side on my next order worth $5. Think it's worth going to the ELTHAM store as the francisee there is more reasonable and approachable!. Waste of my time and getting told that it was a FREE FOXTEL PIZZA by the Franchisee was not worth it!. GET YOUR OPENING TIMES AND ON-LINE ORDER ACCEPTING TIMES CORRECT RATHER THAN BLAMING THE CUSTOMER saying it was a free...

Extremely late, wrong order and c*ap - STAY AWAY! Ordered online, said it would take 40 mins, took 1 hour and 25 mins - 45 minutes late! Called twice to check on whereabouts, first time told it was on its way and had been dispatched, second time 15 minutes later was told driver was 3 minutes away and was in traffic at 9:10pm at night (we live 5 minutes away), driver appeared 20 minutes later! When I called instantly after receiving order to alert them one of the two large pizzas ordered was wrong, they said they would speak to the manager and hung up on me. Called back again and asked if I wanted another pizza made or credit, I would just have preferred to have never ordered with them. Was told manager would credit me and hung up. Zero phone etiquette. Zero customer service. Zero idea. I’d rather have given money to a charity and...

The worst Crust ever!! We have used them on multiple occasions out of desperation and have had multiple LATE deliveries. Tonight the pizza was ice cold after going on an hour journey. And the garlic bread wasn’t delivered. When we asked the driver he gave us attitude and said we never ordered it. When we had clearly paid for it. Only to have him go back to the shop to get it. Half an hour after the hour late pizza... it’s still missing. I guess it’s better than the occasion where Crust Rosanna delivered us TWO pieces of an entire garlic bread after charging us for the whole one. Honestly disgusting customer service. Don’t do it! The absolute worst. I would give zero...