Pizza Club - Avondale — Restaurant in Whau

On Saturday 18th March, I ordered 2x Large Pizza’s & 2x Sides. This 1-Star review is focusing on the 2x sides: 1x Slingshot Fries "Not Spicy" (Peri Peri sauce to be added on the side but everything else as it is) + 1x Paneer Bites with Butter Chicken sauce swizzled on top which I paid extra for. I had called into the branch before placing my order and the staff member confirmed this is okay.

I paid $12 for delivery however, fries turned up completely plain with all sauces on the side. If I wanted to plain fries - I would have gone to KFC. Paneer Bites were also completely plain with no butter chicken sauce swizzled on, let alone given on the side - which I paid extra for.

Upon receiving my delivery, I called the branch to explain details but was put on hold for 10 minutes and wasn't called back. I called in again, 5 days later and spent 48 minutes on the phone speaking to 3 different people for them to understand their own mistakes. A lot of back and forth with the rep I spoke to as he had to keep calling his manager to relay my concerns. If the manager is not physically there in the store, you need to have someone else with delegated authority to make these decisions. No doubt, I would have held up your phone queue and when you run a business, losing customers and business is the last thing you’d want.

During the final 3 minutes of the call another branch manager happen to be dropping by the Avondale branch for supplies and he was able to rectify the situation. I still had to take my own time to travel out to the store to pick up the order and the team did not refund any portion of the delivery fee I paid, initially.

When I arrived at the store to pick up my new order, the fries & paneer bites were once again, COMPLETELY PLAIN. Did we spend 48 minutes on the phone for nothing? I requested the staff member add the required sauces onto the dishes then and there. Luckily this wasn't another delivery order!

The branch advised they have new staff which is why the original order was incorrect. However, twice in a row after speaking with an experienced staff member & a manager - is that really the excuse you're going with? Even if staff tenure is causing problems, that is not the customer's problem.

Overall, a very bad...

They have awesome pizza definitely but I don't know why sometimes they work like they have to deliver on Time. With JIT they have to maintain the standard of taste. On 3rd July we ordered half n half cheese lovers and Veg.Stinger...look how they cut instead of 50/50 it's 60/40. My partner ordered Veg Mazama...which is always good but this time it tastes exactly like Veg Stinger 🙄 once they serve Spicy Tandoori Bites without any masala and onion I went back they changed but it's not professional working way.

Another bad Weekend 👎. Last Friday we have ordered paneer Tadaka,Spicycorn delight and spicy garlic bread. Just see the products when we open them. Paneer tadaka customize for Extra onion...they haven't added. Topping for spicy corn delight is like rubbish.....no professional garnish of olives, all the corns olives and cheeze at random one placed. Edges left without any Topping. The spicy garlic bread was half cooked from inside. The bread not baked well. We had taste of raw bread from inside. It supposed to be juicy and delicious but this time like dry raw bread I am chewing. It was web order for pick up 10:15 PM but I have ring them to make it 11:00PM for pick up due to work. They told me on call yes they will do make changes in pick up time. But they have already made order 🙄 we pick up at 11:00 as I have confirmed on phone. So before one hour ago cooked paneer.....gone hard....like hurting to gums. I never thrown pizza....I would rather have leftover next day....this is first time I have ...

awful customer service in my experience lol.

ordered on the phone, was misheard even tho i confirmed my pizza flavour twice. fair enough, it happens over the phone. got my pizza and realised in the car that the flavour was wrong. went back, explained how i’m sure it was just a miscommunication on the phone - even tho, when i came to pick up, i said what i ordered and i was recognised as the phone order ….. interesting lol. the woman serving me proceeds to tell me that i did not order the pizza i ordered, and that i ordered the pizza i received. i tell her, “no, i said _” to which she responds “nooo, you said _”. this interaction happens like 3 more times back to back before she finally goes to have it replaced with a big huff and puff.

i know everyone has off days, idk what that woman went through that day but i was just astonished. i have never been outright gaslit by a customer service/hospo worker so blatantly before. actually ever lol. my partner had to come in and tell her that i actually ordered correctly and i did confirm on the phone too. to which she just sternly replied “no she didn’t” again. like idk initially i wasn’t fussed, just put it down to a miscommunication which was no one’s fault. but after the completely unwarranted disrespect from that woman, i wouldn’t touch this place with a 10ft pole.

i hate to say it but the pizza was actually good lol. there are plenty of other pizza clubs in auckland to give my money to tho so i’ll be doing...