Tops Pizza Fulham — Restaurant in London

We have ordered pizza from Tops Pizza many times but this was the first time from this branch. Never again from Fulham! We ordered through the website, and we had an error during the order. Despite we received the confirmation e-mail, we just wanted to call to confirm that they received the order. However, we called and they just pick up the phone and let us on hold directly without saying anything for more than 15 min until we hang. After that we tried to call many times for 1,5 h and they just did not answer the phone, once they even picked it up and they hang on us without asking anything. We did not have any chance to actually talk to someone. The delivery finally arrived but it was totally unprofessional, not only because of the delay, but importantly for not taking care of the costumers. Such a disgrace for Tops Pizza.

EDIT1: After contacting as they suggested below, they passed me through different persons to finally tell me: "We apologise for the inconvenience caused. We appreciate your constructive feedback and we’ll be passing it on to the mentioned branch." And that`s all they have to tell/give. Such a poor experience and bad...

Avoid this place at all costs. All the other reviews lean towards this advice. If only we had checked! The poor service when placing our order over the phone was shocking - the ‘owner’ took call and continually put us on hold, taking other calls/was busy cooking. As a result we received the wrong order. When we called to explain, we were confronted with an aggressive response, this msn was constantly shouting & suggesting we had ordered before & got it wrong! We had not ordered from Tops Pizza since 2020. When we returned the order, we were further confronted with his aggressive manner (setting a poor example to the young kids working for him) - not at any time did this man demonstrate any customer service skills, or offer to change the Pizza, instead he ranted that we were wrong. Avoid this place, it’s a terrible outfit, unprofessional, rude & the guy who runs it is incredibly aggressive & intimidating - particularly when faced with customers who point out...

Very disappointed with the customer service — staff were rude and unhelpful. I ordered three large pizzas but received two large and one medium. At no point during the call was I informed that the gluten-free option only comes in medium size, costs £14.99, and isn’t included in the deal. Had I known, I would have made a different choice.

When I called to address the issue, the guy on the phone was extremely rude and dismissive, refusing to offer any kind of resolution. I even told him I’d be leaving a review so others are aware of this unprofessional behaviour — and here it is. I’ve now checked their Google reviews and noticed they’re sitting at a 3.6 rating, which honestly makes sense given the experience I had. Poor customer service overall. Think twice before...