Crust Pizza Beaconsfield — Restaurant in Western Australia

It saddens me to have to leave a 1-star review, as this used to be my favourite pizza spot in Freo. I would give 0 stars if I could based on my experience tonight.

I ordered a vegan pizza and garlic bread online at 5:30pm and it stated that my pizza would be delivered in 30 minutes. 1 hour later, my pizza still hadn't arrived. I called into the Crust to find out where my pizza was. I was put on hold for 5 minutes and was almost to the point of hanging up and calling back when I was told that my pizza was delivered to the wrong address and they blamed it on a new delivery driver. They stated my pizza would arrive as soon as possible.

30 minutes later, my order was delivered to my house. The delivery driver handed me two pizza boxes, to which I stated that I did not order a second pizza. He told me that the restaurant ran out of garlic bread, so they made a garlic cheesy pizza instead. I stated that I do not eat cheese, hence ordering a vegan pizza. I did not accept the cheesy replacement. I called back into Crust at 7:00pm, letting them know I cannot accept the food and asked why didn't they notify me that they were out of garlic bread and I could have ordered something different. They offered to give me a garlic bread with my next order, however I did not accept as I didn't have any plans to order pizza from there again soon. Finally, they offered a refund for the garlic bread. They stated they could not process my refund on my credit card but could have a delivery driver bring me cash, which I accepted as long as the refund would arrive within one hour. I let them know that I had to get to sleep at 8:00pm and it did not seem to be an issue.

At 8:00pm, I had to call the Crust yet again, asking where my refund was. I asked to speak with the manager straight away and the phone was passed to a woman. As I was asking the woman questions, she was asking someone else a question and she stated "my manager just told me..." I then told her that I would like to speak to the manager, and she stated that there was no manager at the restaurant, even though she was just speaking with someone and referred to him as the manager. At this point, she passed the phone to a man, who was apologetic and called the delivery driver asking how long he would be before dropping the refund off at my house. He told me that the crew is entirely new at the restaurant and the manager is quitting and only coming 2 days a week for work. He stated he would let the owner know of my experience. The refund finally arrived at 8:19pm.

I am very disappointed with my experience at the South Street Crust Pizza. What was a simple order turned out to be a three-hour ordeal. I understand that mistakes can happen, however I do not understand how they didn't let me know on my phone call that they were out of garlic bread, which would have saved additional phone calls and time. Not to mention taking 1 hour to make a delivery of $5 to my house in Freo, a mere 3km away. The final phone call seemed a bit strange and I felt like I was getting the run-around until the gentleman came on the phone and was sincere.

Sad to say that I will not return to this...

Don’t order from here!

I put in an order for $204 worth of pizza. The form said it’d be delivered in 30 minutes. An hour later, it was not here so I rang to check up on it - a girl picked up and (without apology) said oh, your order is on the way already, you should get it. I was like okay thanks.

Another half hour later, still nothing, so I rang again and asked if they could check with their delivery driver maybe it was dropped off at the wrong house? To which the person on the phone went to talk to someone in the background and comes back with “oh we didn’t actually get your order”. “It just came through now actually.” I was dumbfounded and confused, I said half an hour ago I was told it was on the way. The person replied rather impatiently “Sometimes when people call the order comes through / it takes awhile to print” or something along those lines. What kind of a response is that? I need to call up 2 times for my order to come through to them, even though the previous person said it had left the restaurant already? After that weird excuse they asked if I still wanted the pizzas, I said yes, and asked how long it would take. They said 30 minutes. Took 45 to come, but I’m just glad I actually got them.

I don’t mind if things go wrong as long as the customer service is apologetic and the excuse is reasonable. None of that happened, if anything I was talked to as if it was my fault. After reporting this to the customer support email, they said they’d pass it onto the franchisee, didn’t get a reply from them so I suspect they don’t care. Never...

I wish I could leave a 0 star rating.

I ordered 3 pizzas and 2 sides, the total was over $100 and I did NOT get my moneys worth. One pizza had sauce on it that we specifically asked not to have as my partner is allergic. It also didn’t have any of the extras that we paid $9 for.

The second pizza had a huge hair in it. The standard has be dropped drastically by these staff. Kitchen staff 101 - Wear a hairnet!! By far the grottiest thing i’ve had delivered to me.

I called staff and told them what happened and explained i wanted a refund. the chick at the counter said she was passing me to the manager, only to find out that he wasn’t and there wasn’t a manager in the store. After waiting long than told and not having edible food. They called me back and said that they wouldn’t give me a refund but would remake a pizza for me.

You are absolutely kidding yourself if you think i’m ever ordering from here again. Unsanitary and disappointing. Please expect a report...