Applestone Pizzeria — Restaurant in Burlington

UPDATE - I just came across this reply now from management... you have our number and all our information from our countless orders. If we were really such a valued customer as you stated, why have you not reached out in any capacity.. there was no attempt to contact us to apologize. You are actually outright lying as you were not offering solutions to get the pizza to us and you kept saying we were the ones who never ordered and made the mistake. You refused to take accountability on the phone which is why we hung up the phone out of immense frustration and disappointment. Please do not lie to your customers with this response, it is sincerely not appreciated or respected.

We are frequent customers of this pizzeria and were appalled at the horrible display of customer service we received this evening. My Dad placed an order at 630pm this evening, the call was even on speaker phone so our entire family heard him place the order. During this call, the employee who he talked with was able to pull up our account and already knew our address, providing further evidence of our order. We were told the order would take 50 minutes.

At 8pm, the order had not yet been delivered so we called to check on the status. The employee on the phone continued to shockingly inform us that our order did not actually exist and they had never heard from us this evening. We were extremely confused to hear this and even more so as the employee offered us no apology or remorse for their obvious mistake. They continued to tell us the order never existed, they had no recollection of our call and had the audacity to imply we were lying.

My father asked to talk to the manager to attempt to get some clarity on the situation or at the very least a much needed apology for their mistake.

Much to our disappointment, the Manager provided no apology until we basically had to ask for one. He defended his employee and again implied that we were lying and never actually placed an order.

When pointing out to them yet again that they were not apologetic in the slightest, they continued to provide no sincere apology or even attempt to rectify the situation.

This display of customer service to loyal customers is truly disturbing and disheartening. We will never again order from this restaurant and we will never again recommend it to our friends and family.

We are truly disappointed as we love to support local business especially during this tough time but to be treated in such a way is unacceptable. We hope they can learn from our awful experience that you do not treat loyal customers this way and we hope no other customer is ever treated in such a...

We made an order for 3 pizzas, 1 gluten free, 2 regular and specified that one will be for little kids (the Annes Margarita), we drove 30 minutes to this pizza because the quality used to be VERY good. We got there and the price was as high as usual ($72 for three pizzas) so the expectations was high, we drove home to eat those pizzas, gave the kids their pizza to eat only to find out that the pepperoni is spicy! The kids could not eat it. We called the place to complain expecting some understanding or some solution even for a later date, the response was "sorry about that, you could take off the pepperoni..." that we know we can do but why did you put the spicy one one eh kids pizza in the first place?!? And now when confronted with that issue your best effort is "oops sorry" I understand if the pizza was not as expensive but if I pay premium I expect premium pizza AND premium service, the pizza itself was good (not super amazing as before) but the service was sub par. To get the kids the pepperoni pizza we promised them during that day we ended up buying one from pizza pizza and they were satisfied with that. Shame it had to come to this and for us to stop buying from a place we used to love because of the service rather than...

Had an absolutely horrible experience at Applestone. First off, I was told it would be an hour before our pizza was ready... a little longer than most places but definitely not that big of a deal so I waited it out. Here's where it got bad. I showed up an hour later and after paying was informed my pizza would be another 20 minutes. I was told I can go home and would be given a call when it's ready. Being I'm about a 15 minute drive from Applestone to begin with, that made no sense so I elected to wait in my car as I didn't want to overcrowd inside due to COVID. Keep in mind this is on a THURSDAY not the weekend! So 20 minutes go by and I walked back inside only to be told my pizza is "almost ready". This was NOT the case. Another half an hour passes after already waiting the extra 20 minutes and finally it is ready! So not only did I wait another 50 minutes after my pickup time, but they didn't do so much as apologize, let alone offer any discount/incentive for the horrendous wait. Only after I said something about the ridiculous wait and service did I hear any form of an apology. Rest assured I will never be visiting Applestone again. My suggestion, just go to the plaza over and get Pizzaville. One...