Crust Pizza Shellharbour — Restaurant in Shellharbour City Centre

We ordered three XL pizzas, we did a large pizza deal and paid to upsize them. We called up and told them the pizzas we received were not XL. They proceeded to tell us they were and that they didn’t know what they could do about it. They called back shortly after talking to a manager and offered us one XL pizza as compensation.

Once it arrived, we confirmed that the three pizzas we received were not XL. We paid extra for the size upgrades and i’m disappointed that we didn’t receive what we paid for. Especially considering they were very insistent that they were XL on the phone.

As a side note, we did order through the website and our delivery guy was blasting music so loud, to the point our neighbours came out to see what was going on. He also only handed us half of our order, when we said something he rummaged through his car to find the rest.

The food all in all tastes really good but it’s quite disappointing how the night panned out for us.

I’ve attached photos with the size references, the larger box is our compensation pizza and the smaller one is one of our supposed “XL” pizzas. The last photo has two slices of the replacement pizza next to one of our...

Crust is our favourite pizza but tonight was an absolute joke. After over 1.5 hours of waiting for delivery called up finally got an answer after trying for over 10 minutes male looked for our order and said it was out for delivery now. Waited another hour still no pizza. Tried calling multiple times no answer so drove into the store. The phone was going off non stop (they let them all ring out) they just said they’re under the pump which is totally understandable (but they had told us an hour prior it was out for delivery already already with no mention of how busy they were or extended wait time) then proceeded to say we just missed the delivery driver as we walked in the store so our food had never left as they originally said. Multiple people were in the store with the same issue. Get home our pizzas were decent but our scrolls were burnt, hard as a rock and absolutely tiny.

I know times are tough and i appreciate every worker in this chaos but some communication would be nice.. especially eta when the website said it would take 60 min. Staff said it happens...

We have been ordering with Crust for years and have always enjoy their product. What I don't enjoy is having to wait between an 1.5-2h overtime for a delivery, despite setting a delivery time 2h later through the website. Unfortunately this isn't the first time this has happened.

I understand the staff do their best on busy nights, however I believe that there were not enough staff for a rainy weekend night. Our call went unanswered for 20 minutes before a frazzled employee answered the phone apologising. The poor thing sounded like she has spent the night dealing with exactly the same kinds of calls as ours demanding where our food is.

I also wish that the franchisee had the ability to adjust the ETA on orders, giving real time estimate on pick-up and delivery. This would help customers choose if they wish to wait during busy periods or go elsewhere.

Hoping this helps others in the future when deciding to order here on a Friday, Saturday or Sunday evening. Even ordering ahead of time doesn't...