Caprinos Pizza Aylesbury — Restaurant in England

I recently ordered a pizza from Caprinos Pizza during a BOGOF (Buy One Get One Free) offer. The website allowed me to select two pizzas, and I proceeded with the delivery option. However, the minimum spend for delivery was £12, and my order was £11. Since I didn’t want to add anything else, and the shop was nearby, I decided to place the order for collection instead.

When I switched to collection, I had to re-enter all my details and place the order again. I don’t recall creating an account or setting a password during the process. After placing the order, I didn’t receive any confirmation email, text, receipt, or order number. I was a bit confused about how I would collect the order, but since I remembered what I had ordered, I went to the shop.

When I arrived, the person at the reception asked me to wait. Then he came back and said my order was one Margherita and one custom-made pizza. I told him I didn’t order a Margherita — I had selected two “Create Your Own” pizzas. He said that’s what was showing on the system, but I insisted I selected two custom pizzas. He said he would check, but then returned and said the manager was there, and they couldn’t remake the pizzas.

I tried to explain politely that I had definitely selected two custom pizzas. I suggested that, at the very least, they could add all the toppings on the Margherita and put it back in the oven for a few minutes. While we were discussing, another staff member, possibly a delivery driver, approached and asked what was going on. I explained the situation calmly.

He immediately told me to log in to my account, saying I must have created one. I said I didn’t recall creating an account or setting a password. He kept insisting that you can’t order without an account. I replied, “If I didn’t set a password, how am I supposed to log in?”

He then said, “Don’t think I’m a kid, bro. You did create an account. Calm down, don’t shout, I’m trying to help you.” That really annoyed me because I was already speaking very calmly and respectfully. Still, I stayed calm and explained again that I just wanted to sort it out.

He then said, “Wait, I’ll help you reset the password.” I agreed, and when we reset it, I logged in and showed him that I had selected two “Create Your Own” pizzas — but apparently, no toppings were selected on one of them. I was sure I had selected toppings, but it didn’t reflect on their end. I tried explaining that it didn’t make sense for me to select a custom pizza with no toppings — if I had wanted a plain Margherita, I would have just chosen one.

Also, they had my phone number — they could have called to confirm if there was any confusion instead of just assuming. I suggested again to simply add the toppings and reheat the pizza for a bit, but they refused at first. They offered me a free brownie instead, but I declined. I asked for a refund, but they said that wasn’t possible either.

When I once again asked if they could just add the toppings and reheat the pizza, the delivery guy hesitated, saying he wasn’t sure if it would be okay. I said I was fine with it and just wanted my pizza fixed.

As someone who has worked in coffee shops and customer service roles myself, I know that even if a mistake is the customer’s fault, the store should try everything they can to make it right — especially when it’s something minor and easy to fix. Mistakes happen, but the way the staff handled the situation was terrible. They made it feel like I was lying and treated me as if I was causing a scene when I wasn’t.

Overall, the pizza itself tasted great, and the final one they fixed was fine. But the poor customer service completely ruined the experience for me. I won’t be going back there again, purely because of how badly they handled...

This place use to make good pizzas but recently very disapointed with their service and food quality..twice i went to the shop around 4pm in the afternoon and there was no one was serving even when shop was opened, literally no one showed-up. Happend not once, twice, so cant be coincidence. Overcoming that disappointment from previous visits, i still went ahead today. Only to be served a pizza which had a RUBBEr cheese on it. I am sure this version of cheese didnt exist before but they have managed to invent it! Also Hardly any toppings, way too much sauce in places and dried on others. It didnt look good straight out of the shop but when asked, the guy at the counter said, it is definitely what you ordered, they just had a fresh delivery of cheese hence it looks very yellowish. Really!

Sad to see a business going down-hill. They certainly lost a regular...

Wish I could put zero stars!!! We ordered from here through just eat, order was confirmed by restaurant, we then received a message to say delivery driver could not find our address “even though we always order from here” so rang the shop to then be told they hadn’t even bothered to cook the food, was lies after lies when questioned as I know for a fact the shop have to them selves confirm the order! So now muggings here have to wait 3-5 days for our money back! After waiting and hour for them to actually say they couldn’t deliver to us! So thanks very much CAPRINOS! Won’t be getting our service ever again, who ever you had on the phone last night need some telephone manners or atleast better excuses!!!!!!!!!!😡 also was told on the phone it wasn’t over £35, like that’s my fault? Take it up with just eat not...