Sal's Authentic NY Pizza New Lynn — Restaurant in Whau

Update: I sent another email on Monday to both the regional manager and the general Sal's contact email address, and I finally got a response. The regional manager apologised, issued a refund and gave a voucher for a free pizza. I'm changing my review to 3 stars until I can try their location again with (hopefully) a better outcome!

I placed an order for a large pizza and sauce for $56.10 including delivery last Wednesday. The wrong food arrived (buffalo chicken wings), so I called the restaurant. I was told that they couldn't do anything to help me - my options were to either come in to the store (which I was unable to do that evening as we didn't have time hence ordering delivery) or to email the regional manager for a refund. I asked why they were unable to liaise with the manager, but they said I had to do it. I sent an email as advised. I received no response. I sent a follow-up email, and still received no response. I called twice to get help, and both times I was told they would call me back but never did. On the weekend, I went in person to ask for help. The manager said he would call the regional manager, and that refunds usually processed on a Sunday, so I should see it then. There has still been no refund issued at this point. I really like Sal's pizza - this was my first time ordering from the New Lynn location, and I've been incredibly...

Order delivery online. Payment taken but order not. Took 20 attempts (not exaggerating) to get someone to answer the phone. Was told website was broken and I would have to travel to the store to get food if I wanted it. Asked for refund. Was told would have to travel to store to get a refund. Said I couldn’t travel to store as had a baby at home. Was then told the manager would call me back. Waiting an hour (literally). No call. Dialled again, finally got through and was told by staff I’d have to come in. Decided to just get it over with and go in. Was too late to go anywhere else. Staff were nice when I got in but was told in store I couldn’t get a refund for my delivery fee that I had already paid and not used and they would have to take my details if I wanted it. Couldn’t be bothered so just got more pizza. Order arrived and checked it (as have learnt from past experience that there is always something missing). There was. Waiting around for what I order.

Worst experience ever. Will not return and don’t...

Arrived on time for online pickup, told it would be 45 mins wait. Asked for a refund and was told no i had to email manager. Accepted fate, came back 45 mins later and they had not put my order through as I had left the restaurant. Pretty angry by this stage with my hungry 7 y/o, was told to wait another 10 mins. Rightfully asked for some compensation for our time wasted. Another 10 min waiting and was approached that I would get a refund for order but no pizza, no compensation or apology offered. By this point lost my cool, had been pretty reasonable considering till now. The guy was young, but the older staff around him and clearly the manager on the phone were clearly having nothing to do with it. LONG STORY SHORT, waited 1 1/2 hours for online order which i didn't get and only provided old slices and knots after I got publicly got angry in front of my young son. Easily the worst customer service I've ever experienced in my life. And honestly I'm...