Ricardo's Pizza — Restaurant in Mission

This story will be a long one, so be patient!

On December 23rd, it was very snowy previously roads were poor and i called Ricardos to see if they were delivering, and confirmed they were (I live less then 2 blocks away). I subsequently placed an order online where i received a callback stating itll take 1-1.5 hours due to weather, and they have to check with drivers as might send home early - I get a callback shortly after saying all is ok if im willing to wait 1-1.5 hours for the food which i said perfectly understandable.

At the 2 hour mark, have not heard anything, tried to call the store twice over five minutes and there was no answer - at this point i was going to cancel and felt they forgot about us.

At the 3 hour mark the driver finally got here, I felt bad and tipped well, but the food received was horrible - hard as a rock and dry like it has been under a heat lamp for 3 hours (likely so, they probably made the food when order came in and not before it left).

Here is where it gets more upsetting... I tried to call them no answer, went to their website and filled out their contact form twice, once the night of (when noone answered asking for a cancellation) and second two days later since i heard no response - 6 days later now and still have not heard back when they state they will reply in 24 hours.

At the time, the lady on the phone was kind and personable - the food might be good (mine was hard as a rock couldnt tell) but there were opportunities here such as, why was there no follow up after 2 hours? why did noone answer the phone when we called? why is noone replying when sending communications through their online form?

I sent a third reply now basically stating i am ready to put a chargeback through, maybe they will...

Changed this to 3 stars(from 1) as the owner of the entire chain contacted us a few days later(due to this review) and said he would give us a credit but the person running this location should have handled it better so this location still potentially has bad customer service IF something goes wrong. Food is still Great.

We placed an order online through their website and asked for no red pepper on our pizza.. the pizza didn't come with red pepper I had meant no red onion I had noticed the error immediately and called and they said "No Problem it hasn't been made yet" I received the order and took it home and it had TONS of red onion so I called to see if they could re-make it and they absolutely refused. It came down to "Well it was an online order so to bad next time phone it in". We have ordered here many many times... quality has been great but the customer service is absolutely terrible and we will not order again. It was the owner we talked to and if he is willing to lose $100's in future sales for a $20 pizza I have to wonder what other...

I have ordered Richardo’s pizza for years.Our order this evening was exceptional! Normally we order BBQ Chicken or Thai chicken, lately the normal is you can count a few pieces of chicken per slice and bacon hardly detectable. Tonight it was loaded with chicken and strips of bacon. The amount of toppings was what first drew me to Ricardo’s years ago. Sadly, we had moved away for the lack of toppings, as it was more like little Cesar’s or other cheap pizza joints. Tonight has won me back, if it can be repeated and isn’t a one off, after many times being lack lustre in toppings and desperately trying to find the toppings. Tonight definitely 5 stars! Highly hopeful they are back to the high standards they had in the past and genuine quality they...