HotBox Pizza — Restaurant in Avon

If I could give zero stars, I would. This used to be hands down my favorite pizza but after this last experience, and the lack of concern on upper management/ corporate to even follow up with me on it, i will never order from there again.

10:50am – Online order was placed a confirmation email at 11:00 am when HB-Avon opened. Estimated Delivery time was 45 minutes.

12:05 I called and spoke with Tawanna (Shift Manager) to inquire on the order. I was the told the driver (who is the GM) had JUST left with 2 orders and should be there shortly. The distance between Hot Box and my office is approx 3 miles.

12:20pm I called again and spoke with Tawanna who was apologetic. She said the GM was still out and she didn’t know where he was. But they were super short handed and she was currently the ONLY employee in the store and was so desperate that she had non employees making food in the kitchen just to stay caught up on orders. She as consistently apologetic and offered to “make things right” by offering me a $15 credit for my next order. She informed me that the online delivery times were often very wrong and if I had called in and placed my order that the delivery time wait was only 15 minutes. I told her that made this situation worse since I had placed the order almost 90 minutes ago and still didn’t have my order.

12:45pm I called again and spoke with Tawanna who remained apologetic. She said she had no idea what was going on. She did know that the GM was trying to take it easy since he had 2 strokes yesterday. As we spoke I could hear her try to give instructions to the non employees that were working on making food (according to Tawanna). I explained that it was an hour past my scheduled delivery time. I could appreciate that they were understaffed but if they were unable to meet the delivery time then they needed to reach out to customers and let them know. Or have the delivery timer online adjusted. I inquired if Hot Box was a franchise and was told it was. I then asked for the franchise owners information which I was told they did not have and “would have to get back with me” Tawanna did issue the $15 credit and told me that Larry the GM would have to issue me a full refund as she was not able to do that. I told her I appreciated her efforts but at this point the matter needed to be escalated.

12:50 out food was finally delivered. 2 salads 2 breadsticks. The breadsticks and cheese were barely even warm. And one of the salads was requested to not have pepperoni, and it did.

1:55pm as of now I still have not heard from the GM regarding the refund.

3:35pm called the Hot Box HQ and left a message for Gabe Connel explaining concerns and requesting call back

Next day call Gabe back a second time, received Voicemail, left a long message explaining my concerns and experience, requested a call back....which never happened.

Key points of concern Employees with severe medical conditions are being let out to drive vehicles Non employed people are making food unbeknownst to customers Management at all levels seem untrained in the areas of...

Our past years of experience has been pretty good with only one small and understandable issue from this location, but not this evening.

We placed an order at 6:30pm and were told it would be delivered at approximately 7:00pm. We waited until 7:35pm before attempting to call to understand if there was an expected delay. Numerous times the phone was picked up and immediately hung up. Additional attempts resulted in getting an automated call back stating “caller busy,” which only led to additional ringing with no answer. After repeat calling, the employees finally answered and came off very snotty when stating “ Um, we’re really backed up right now” at which point I said, “I understand, but you stated 30 minutes for delivery, can you give us an update?” She women said “sorry I can’t. We have four drivers out right now, so I can tell you if you placed your order, it’s coming.” I replied “I worked in food service when I was younger, so I understand things can unexpectedly get very busy. However, as friendly suggestion, if you know you're behind you should adjust your estimated delivery times based on the demand or have the driver call and say they’re behind. Another suggestion, although you’re busy, picking up the phone just to immediately hang up on customers, isn’t the best way to handle the situation.” The young lady replied “yeeeaaahhh, thanks” and hung up on me. Very professional.

Fast forward to 8:55 pm when my wife called again because we still didn't have our pizza and she was extremely unhappy.... she was told there was no order in the system. She stated that there was because she received confirmation and her card was charged. After providing the order information, the person said "oh yeah, that was already delivered." Sorry, but it wasn’t.

Slim chance this location will see our...

Worst experience EVER with this pizza place that we use regularly. Will NEVER eat here again. Was told it would take 45 mins for delivery, after 1.5 hours called to check. Gave all my info again and was told drivers were out and to allow 10 more mins and to call back if not received. Another 20 mins go by, called and asked to speak to a manager. Was told I was speaking to her. Explained what happen, gave her info again, now told they have no delivery for me. Funny because they repeated my phone# and address with my name back each call I made. Very rudely she tells me they can remake it at no charge, acts like this is my fault. Tries saying I must’ve called the wrong location before. Explained it’s documented on my phone log each time I called with the number and time of call. Again proceeds to get rude saying there’s nothing she can do and do I want them to remake it or not. I said I would be ordering elsewhere. Her exact words “That’s great, I really don’t care.” There you have it folks, that’s the management. What a shame because a simple I’m really sorry and we would be happy to get that out to you right away, and then they would’ve still had my business. I understand mistakes happen BUT I will not support a business who treats their...