Underground Pizza Baltimore — Restaurant in Baltimore

Disappointing Experience with Underground Pizza's New Management

I've been a loyal customer at Underground Pizza in downtown Baltimore for several years, but my recent experience has left me utterly dissatisfied, particularly with the response from the manager, Marshall. I ordered my favorite Trifecta pizza with added Burrata cheese, chicken, and honey, expecting the high quality I've always enjoyed. However, what I found upon getting home was a disappointing glob of Burrata cheese dumped in the middle of the pizza, a stark contrast to the evenly distributed cheese I was accustomed to.

Seeking a solution, I turned to their chat option, the only available customer service channel, to explain what “evenly distributed” means. The response was unhelpful, with the associate insisting that their method of centering the cheese was standard practice – a claim I know to be false from my years of patronage.

The situation worsened when Marshall, the manager, joined the chat. Instead of offering a remedy or understanding, he simply doubled down on the claim that my pizza was made correctly. This inflexibility, especially after I spent an additional $8 on Burrata cheese, is unacceptable. His response to close our conversation was particularly unprofessional, ending with a thumbs-up emoji, despite my mention of being on a first-name basis with the previous owner and expressing that my concerns were evidently going nowhere, even after requesting a resolution twice.

Even if the even distribution of cheese was a customization unique to me, Marshall should have at least acknowledged this and offered a solution rather than dismissing it outright. It’s essential in customer service to listen to and respect the customer's preferences, especially for a regular patron. This lack of acknowledgment and unwillingness to provide a satisfactory solution is a significant departure from the customer-oriented service I had come to expect at Underground Pizza. The experience under this new management is not only disappointing but also a clear indication of a decline in customer care...

Was sat at a table that the bartender/waitress told us that multiple people complained about because it's wobbly. I was told the 4 top table was reserved for larger parties and they couldn't seat us anywhere else. Due to the texture of the pizza, I had to cut into it and of course the table was wobbly and my drink slid into me as I was cutting.

Secondly I wanted a pizza that was half cheese and half pepperoni and was told that I wouldn't be able to get it because well.....they just don't do it that way. The excuse was more than just that but was too ridiculous for me to type here. Everyone knows that all you need to do was to put cheese on one side and pepperoni on the other. They do this at low end establishments and I was disappointed that they couldn't make that minor moderation here.

I'm a stickler for customer service and this was unacceptable to say the least.

Solution/Advice:

Your business is an investment. Take the time to invest in a table that is suitable for customers to eat on. If you can't replace it immediately, make adjustments; remove the table and replace it with a 4 top or something else for the time being.

OR you could have just allowed the customer to sit at the 4 top since it's a MONDAY and it was a far cry from being busy.

Second, for any pizza shop where the only nonstandard item for the most part is the toppings; why not give the customer a pizza on the menu that gives you the option to add 2 or 3 different toppings? Kinda like a "make it your way" pizza. I see this could be a great addition to the menu and not to confine people to what is already there. Heck it could give you some good suggestions of pizzas to add should the combo become popular!

Customer service is important. If you refuse to address the small things, you are going to do the same for larger issues. Remember, you customers are your stakeholders and they are the ones that are essentially keeping...

Not bad but not the best.

I ended up getting a UPC Quattro Stagioni so I could try a little bit of each of their styles: woodlands, pesto, funfetti, and tiger king.

I also got to try my friend's trifecta pie and UPC Bianca.

We've had our fair share of Detroit style pizza in NYC. We felt the meat pizzas were just okay. The pizza was a tad overcooked overall, and non-meat slices were a bit more on the bland side.

For those who can similarly compare to NYC joints, Lions, Tigers, and Squares blows these guys out of the water for value, taste, and execution. The Detroiter there is better than the tiger king here. I also much prefer their Sausage and Onions over the slice of Funfetti that I got. Emmy Squared is slightly better overall (even though I'm not a fan of them either), and PSP's spicy pep is a solid classic if you can get it without waiting for more than 30 minutes on line. There is also Jet's, but UGP is definitely better than them.

Since those are 3-4 hours away, we gotta compare to a local perennial favorite (which we actually did after the sticker shock of underground's ~$30 pies set in.)

If you're in downtown Baltimore, never had this style of pie before and want to try it, go ahead, but I'd also dare you to go find a local Little Caesars, get a 3-meat treat or ultimate deep deep dish (their name for detroit-style pizza) and do your own comparison. LC's pies are half the price of any of the establishments I named in this review. While LC's regular round pizza isn't particularly great, their deep deep dish is quite excellent and underrated. (LC also offers stuffed crust Detroit style pizza, which I've never seen offered by anyone else.) And if you need that hot honey to elevate your pizza, Walmart has...