Best pizza in The City of Oneida. Have been a customer for years. Food is good, however, recently I noticed issues in service and customer care. Today, I had my pick up order messed up on me for the 3rd time this month. I typically call to place an order. I prefer to call when ordering as I get a quicker pick up time (20-25min) rather than ordering online results in a 40-45min pickup time, and I enjoy the human interaction instead of ordering online. The Pepi’s app to order online is outdated as it is formatted for older version iOS versions and when I have ordered online in the past, my pizza is cold as it doesn’t provide an accurate estimate on pickup times.

There have been a few times where the parking lot is full at dinner time and I had to park next door at AT&T and walk over. There is a drive thru, however I’ve waited in the drive thru line for over 15min a few times before and I’m not letting that happen to me again. I’ll use the drive thru if no one else is in line but prefer to walk in especially if it’s busier.

My suggestion to Pepi’s to improve efficiencies and to fulfill more demand would be to tear down the “old” Pepi’s building out back to allow for additional parking. Would be at an additional expense, however, it’ll pay for itself in less than a year from orders as demand for parties and pick up orders should increase as parking will become easier to accommodate the growth. You could even expand the kitchen to maximize supply capacity to fulfill demand for more orders. With having more orders, you can control your pricing better by not having to react to the fluctuation of the raw product price increases. Continuous improvement should be implemented to improve wait times and customer service. KPIs should be tracked and measured. Would be great if you were open for lunch to get slices. Also would be great if you implemented a rewards system to get coupons - this would “convince” customers to order online and get them to come back. The $1 off coupons on the pizza boxes aren’t the answer to stimulate customer loyalty and improve customer attrition rates. Look into benchmarking yourself to other high volume restaurants to improve. I would like to volunteer to assist you as a loyal customer with experience to help you with your capacities and efficiencies.

To sum my review up: Great pizza, prices are on the higher side but you get quality food and a good amount of it for the price. If possible, avoid the busy hours when ordering. Show up 10min before they tell you when your food will be ready. If you haven’t eaten here before then I suggest you order food from Pepi’s as it is the best place to eat in The City of Oneida by far.