Crust Pizza Castle Hill — Restaurant in Sydney

I placed an order (#57204846) for a Vietnamese Chilli Chicken pizza and Peri Peri Chicken pizza on a New Year's Day at 9:09pm. I understand that it's public holiday and the staff are likely to be swamped with orders. But nearly an hour after ordering, we still did not receive anything.

I called the store to check on the status and the staff was quick to say "we don't do delivery now" without hearing me out. I understand they're flat out but being quick to say that was a bit dismissive on his end. I explained my situation and he claimed that the driver had dropped my order off. He then sent me a photo as proof but that was clearly not my driveway.

He had the audacity to claim that the driver HANDED the pizza to someone. I argued back asking for the ethnicity of the person who got the order, to which he said he's not sure but it was a guy.

I appreciated him sending the delivery driver's proof of delivery, but I was very upset by him blatantly LYING having dropped it off to a person when clearly in the photo, the pizzas were sitting on the ground. The entryway was also different from mine.

That was my first gripe with Crust. I demanded for a refund, to which the guy said he'll pass my details to his manager, and I should call the following day.

I did, and I was passed around AGAIN, and I was told that the manager was not on shift then, and to call back at 4. I then did and she tried convincing me to get a store voucher instead for free pizza, to which I said no to. She tried once more to say refund would take a few weeks. I stood my ground and insisted on a refund.

And now it's 3 Feb. No refund can be seen in my account. I called them AGAIN, just to be told AGAIN that my details will be passed to the manager. I am extremely upset by their lack of professionalism. Never ordering from...

Partner order a pick up through Uber placed it around 8:15pm went to collect it between 8:30pm-Anyways sit there for 10 minutes (fine at first as there was a young girl on her own) finally was asked after the 10 minutes by said girl. My partner said he’s name and she was not able to hear him (mind you probably because of the AirPods she was wearing) to confirm he’s name. She then confirms and goes back to do her “job” mind you there were 3 other gentleman in the kitchen who are doing their own tasks such as going on their phones, and chatting amongst each other and one was making the pizza. My partner and I sat there until around 9pm with all but 1 worker making their own brownies or whatever before the same girl asked if we were waiting for something. Once again the girl had to reask multiple times, still wearing airpods. Once she must of heard correctly; she turns around and grabs the pizza. And says here you go. I pointed out to hear that we confirmed this name when she first asked and she appeared confused.

This is by far the worst customer service by any established business in the since of customer urgency, ensuring the kitchen looks tidy etc. The management team need to really re-train their staff on providing a higher quality of service because if everyone else who purchases crust pizza has the same experience, may as well end up spending their money...

I've been purchasing pizzas almost weekly for the last seven or eight years but sorry to say this place has really gone downhill lately. The last pizza was literally sickly sweet like a sugary spread had been used instead of pizza sauce and over the last few months some of the pizzas were borderline inedible: cheese dried out, base overcooked, or just generally tasteless. But worst of all are the deliveries as more than half of the delivery people don't even ring the doorbell or call on the mobile and just leave the order on the front porch. I had one that by the time I came out it was cold and covered in ants. The manager, after several days chasing them up, had given me a replacement order free of charge. That delivery was fine but then the next one arrived and the exact same thing happened. I emailed the manager who didn't even bother responding and I gave up at that point and took my business elsewhere. It's a shame as a few years ago the...