Jet's Pizza — Restaurant in Austin

Loved the pizza in the past and ordered every week for a very long time. NEVER AGAIN! Hear that, Kevin (manager)! Called in for delivery as always. Order taker verified our address and said it would be here in 25 minutes... never been told less than 45 mins in the past, but have often received our orders in 25 minutes, so thought nothing of it. Quoted a price $5 less than usual, but in the past have had them apply a coupon for us, so again thought nothing of it. After 45 minutes, no pizza. Called and talked to manager (Kevin) who said the order had been placed for pick up, but would be out immediately. (Remember, order taker verified the address to deliver to.) No apologies. No offer of compensation. 25 minutes later, still no pizza. We live within walking distance of the place. Called back. Kevin leaves me on hold forever while he calls the delivery girl. Comes back on phone and says she was on a triple delivery and it would be another 10 minutes or so. I told him we should have been first. He agreed... still no apologies, no compensation. Pizza arrives 15 minutes later... it has been 1 1/2 hrs now. Delivery person is demanding $22+ rather than the originally quoted $17. Delivery girl gets testy with us, shows receipt for $22. Starts mouthing off that it wasn't her fault pizza was so late. When I tell her her manager said she was supposed to deliver to us before the other two customers on her triple run, she had no idea what I was talking about. Hmmm, Kevin, did you lie to me? I call Kevin back about the price discrepancy. Still no apologies, but he says to just give her $20. (We later figured out he must have added on a delivery charge... which should have been comped, but if nothing else, he should have told us because he obviously had to re-ring up the order at the higher price.) Pizza was COLD, COLD, COLD with barely any sauce on it at all. INCREDIBLY POOR CUSTOMER SERVICE! Not worth the frustration! Shame... pizza was usually exceptional, but we will NEVER ORDER...

I have been a customer of this location for years, with few problems. However, when I did my last order, they were more than half an hour late on my delivery. I called to get an update on the delivery- once when they were 10 minutes late, and once at 30 minutes late. The second time, I told the person on the phone my issue and was immediately given to the manager. The manager said they'd made a mistake with their delivery process, and they'd remake my order and send it ASAP. He also said he'd put a $25 credit on my account. HE OFFERED THE CREDIT- I did not ask for it. I was not rude, cursing, or yelling, but I will fully admit I may have had an annoyed tone of voice. I've worked customer service and I know it sucks to have people yell at you, so I try very hard to stay polite.

I called on Friday to use it, was on hold for more than 10 minutes (I checked thetimer on my phone). I gave up.

Called today to use the credit, and the manager on duty said I had been blacklisted and they won't serve me anymore. I asked why, and he said the owner had done it, and he didn't know why. I asked if I still had the $25 in credit, and he said no...even though they could see the note about giving me credit on the account. I tried asking for an explanation, or if there was anyone else I could ask about it, and was told "yeah, I've gotta go and help customers. You can order from another location, but you're blacklisted here."

What the hell, Jets?!? You guys made the mistake, YOU offered the credit, and then you blacklist me so I can't use it? Way to treat your customers. You lost my...

So I had Jet's pizza for the first time at the Cowan Carnival this past weekend. It was delicious. So later in the week, I was thinking of the Pizza and decided to order delivery. So I ordered the same thing. After the delivery time passed by 10 min, I waited. Another 10 min, still no one. So I called to check on my order which is now 20 minutes late. They looked it up and told me that it was out for delivery, but the driver took 3 pizzas with him, so it should be coming soon! Another 10 minutes and the pizza is delivered. I sign for the $20 order. I go to the kitchen, open the box and it appears that the pizza is over cooked and somewhat hard. On top of that, it's wait - I don't have to tell you, but I will - cold. Well maybe cold is a little harsh, but not hot and barely mildly warm. Of course after 2 bites it was gone from barely, mildly warm to cold. I'm guessing if you went to the store, it would be great.

I think the two issues were they over cooked it and the delivery being so late. I don't understand why it was so hot and good at the carnival, but not a normal delivery. I'm very disappointed and that's $20 I wish I had back. Not to mention that it's $20 for 4 slices. Yes that includes tip and tax, but that's only because the original price was too high. I struggled with how many stars to give them. But I think the negative outweighs...