Mountain Mike's Pizza — Restaurant in Arlington

**EDIT: 2/15/25 - DISAPPOINTING SECOND ATTEMPT:

I decided to give them another try, assuming that with more time in operation, any initial issues would have been resolved. While there were some improvements, my overall experience remained underwhelming.

On a positive note, my order was prepared more efficiently this time, done in 25 minutes instead of over an hour. Additionally, the pizza was served at an appropriate temperature, and the staff was friendly and engaging. However, these positives were overshadowed by the quality of the food.

I ordered the heart-shaped pepperoni pizza for Valentine's Day, expecting it to match the advertised "mountain of pepperoni." To ensure a fair comparison, I also added mushrooms, just as I had during my previous visit. Unfortunately, while there was a slight improvement, the amount of mushrooms still fell short of expectations.

Additionally, I reordered the garlic knots, hoping for a better experience. While I did receive them this time, they were overcooked, hard, and lacking any noticeable garlic flavor, making them virtually inedible.

Given that this was my second attempt, I don't plan to return. I appreciate the friendly service, but the inconsistency in food quality says there is still significant room for improvement. I added an extra star to service. **

ORIGINAL VISIT: I placed my order online at 4:30 PM and only after paying did I see a message saying it would take an hour. No problem—I did some shopping and arrived 10 minutes early.

The staff seemed overwhelmed. The young girl at the counter struggled to find my order, even after I spelled my name and provided my phone number. After showing my confirmation email, she simply shrugged and said, "I don’t know what to tell you." Thankfully, another employee stepped in and eventually found it—10 minutes later.

I finally got my pizza, only to find it was cold. For a $30 pie, I expected more than a few scattered pepperonis and tissue-thin mushrooms. Their website boasts a “mountain” of crispy, curly pepperoni—what I got didn’t even resemble a small hill. And why did it look like it was assembled by Frankenstein?!

The garlic knots I was most excited for? They were out, yet still available to order online. No one called to let me know, and I had to wait an hour just to find out. They promised a refund, but I doubt I’ll see that money.

The whole operation felt chaotic—orders lost, tickets scattered, and no warmers to keep pizzas hot. Even budget chains do better.

As for the pizza itself? Cold, chewy crust, minimal toppings, and an overall underwhelming experience. I had high hopes for this place, but they have a lot to fix. I’ll check back in a few months—if they’re still around—because this town needs a good pizza spot. Here’s hoping...

On December 13, 2024 at 5:03 PM, I placed an order for pizza delivery. Following the receipt of an email indicating an estimated delivery time of 7:03 PM, I called and requested a switch from delivery to pickup; a pickup time was given of 6:30 PM. Upon our timely arrival, there were 20-plus customers standing and waiting for their orders. They seemed completely disorganized and severely behind on orders. Once we got to the register, the cashier informed us that our order was still designated for delivery, although it was evident that we were entitled to a $4.99 delivery credit on the screen, yet the $7.00 gratuity was still attached.

The cashier sought assistance, and the manager/owner approached the register. I attempted to explain the situation, but she interrupted me and instructed me to be patient. She repeated that the order remained for delivery, prompting me to reiterate that the order had indeed been switched, which was reflected in the delivery credit. The manager, displaying a lack of professionalism, asked me to wait and returned after a short period to state that the order had not printed after the switch and that we would need to wait an additional hour for our pizza to be prepared.

I expressed my desire to cancel the order, stating that we were not willing to wait for another hour. The manager said fine, and my husband indicated that due to her rudeness, we would not be returning. In response, she dismissively remarked that our decision would not impact her business and subsequently slammed the ticket onto the spike before walking away.

Upon checking our online banking, we noted that we had not received a refund. At 7:43 PM, we called the establishment again, and a respectful and professional man answered. He explained that the refund had not been processed because the order cancellation had not been executed. He apologized for the inconvenience and assured me that he would rectify the issue, expressing hope that we would consider returning.

As of December 21, 2024, we have yet to receive the refund. If I do not receive a response regarding this matter, I will be compelled to file a formal complaint with the Better Business Bureau and Attorney...

Very disappointed with the overall customer service and experience in dealing with food issues at Mtn. Mikes.

I really enjoy their pizza when it is hot and fresh - so if you are heading in for pickup or eat-in - do it - the pizza will be great. It's tasty and they use quality ingredients.

However, if you order for delivery, prepare to be disappointed to the top degree. First - they use DoorDash for delivery - and because of this sometimes the driver will sit and wait for other orders while your pizza gets cold.

Sometimes, the driver will take your pizza on a tour of the neighboring town before taking it to you. By the time it gets to you - it's luke warm or cold. According to the link from the DoorDash tracker, you need to contact the restaurant for any delivery issues.

So I do..... explain calmly about the experience to the manager over the phone. She said thank you for being so calm and nice about it. She also offered to give us a free pizza on our next order. Just call in and they will make it happen.

Two months later, I log into my account to order that pizza. No free credit is there. Then I call the restaurant - I spoke to a female lead. She said there is no notes there at all and that I would need to call back tomorrow during the day to speak with the only manager that can do anything. Wow - such service.

I'm done trying. Plenty of other pizza places in town. You used to be #1 for me....I was willing to pay the higher price for the quality, but not anymore.

Learn Customer Service and Delivery - It' goes a long way.

EDIT Responding to the owner: I have contacted via the Mtn. Mike website as well. Waiting for a response.

EDIT 2: Corporate contacted me and said they would have the location reach out to me - they didn't.

After I told them that the location didn't respond, they offered a $20 gift card for the inconvenience. I then asked if it could be $40, so it would cover the pizza we got (it was a specialty one). Corporate didn't respond back after that.

I guess Customer Service...