Santa Barbara Pizza & Chicken — Restaurant in California

It's too bad I have to leave this review especially during these times, but I was very disappointed with the service I received today. First off I want to say that I have always been a fan of their pizza and the East Niles location has always been pleasant to order from. Today however I am not sure what occurred or which location is to blame, but I placed an online order for 1 medium pizza and half/half wings at 7:45pm which I received a confirmation email stating pizza would be delivered between 8:25-8:35pm, so I called at 8:41pm and spoke to a woman who's name I did not get and she mentioned they tried calling me but since I did not answer they put my order on hold until they received a call from me. I told her I did not receive any calls since I had my phone with me the entire time. She then said they would go ahead and process my order and I asked how much longer it would be and she said about 30min, I said okay that's fine.

After realizing yet again that way too much time had passed, I called them again at 9:54pm and spoke to a different woman who said my order never got processed on their end and I could either cancel or wait another 30min for delivery. I decided to go ahead and cancel out of frustration.

After I calmed down I decided to call them a 3rd time to make something good of a bad situation. I spoke to a woman and asked if I could receive free wings if I ordered again, she said she would need to ask her manager if it was possible. Once I was off hold, a guy reported back that the manager would not approve since I had already cancelled my order. I asked if anything could be done but they resulted back that the order never got processed the first time and that was that basically. I was hoping to give them a second chance and place a new order and my intent was to support this local restaurant but since they didn't bother finding a win win solution I figured it's time to take my TIME and money elsewhere since apparently customer service is not something...

I used to be a regular customer (sometimes placing orders for $40-$50 each 2-3 x's a month!) for years, but in the past few yrs. I stopped using them because there were always issues like calzones made 1/2 their normal size, or cheese pizza's over cooked where they were all dried out. In the last 2 yrs I've only placed 3 orders (hoping to give them 'another chance, against my husband's advice') well, the order prior to this one the cinnamon sticks were 1/2 cooked (which i didn't notice until I ate quite a few of them since the icing covered up seeing the insides...i wound up getting sick from eating them)...since it was late at night after I found this out, I didn't bother contacting them...just tossed the rest of the order out and I told myself I was done ordering from them. But today I needed a pizza fast (for co.) and they were closest to me, so thought give them one more try. Well it arrived so overcooked that some of the crust parts were actually burnt. This time I did call, I was put on hold forever, and now had to wait AGAIN for them to send out a new pizza (and I gave them their burnt one back and told them that was IT for me ...they have Lost a Customer now who is NOT coming back...so don't even bother contacting me about this review. Covid or not, if you hire someone to work there, at least make sure they KNOW HOW to make the products you are selling...your pizza is FAR from being inexpensive....you charge much more than the pizza's we have never had a problem with (ie: Hungry Howies)...so from now on they will get all our business. You USED to care about 'quality control', but when you cease caring, people 'cease wanting to be'...

Update I was contacted by the manager and we went back to order and perfection !!" Updating to 5 Stars, thank you so much.

We did notice our order was delivered very quick which we appreciate but the pan pizza we ordered was not pan it was regular/thin crust and the calazone pepperoni and pineapple the dough was not 100% cooked. Normally all of our orders are fantastic and the service is great, but we were alittle bummed about our order since we paid for something (the calazone) which we could not eat, I tried to eat it but it was just not cooked 100%, when I tore a piece of what I thought was cheese it was raw dough. I would like to request a refund on this please. I would go back we have been a customer for a few years now but if we can be refunded back for the calazone that would be great. Never had a complaint except for this...