Your Pie Pizza — Restaurant in Covington

Tonight was a terrible experience at your covington location. I came to your store and ordered a 7" #1 specialty pizza and my friend who was with me ordered a 10". As we were watching my pizza being assembled (i had to repeat 7"because they started to make me a 10"and i spoke clearly) my friend noticed about 10 fruit flies on a pre assembled dough that was one of two sitting around. He pointed out the flies on the dough to a cashier and she didn't say anything but she threw them away. I ordered wheat so mine was hand kneaded and seemed to be prepared fresh. He ordered a white dough 10"and they went to another counter and picked up a prepared dough from there. He was already worried that flies had been on his dough so i asked him if he wanted to cancel the order. He said because he knew i wanted to go there for a while, he didn't want to cause a problem. The staff didn't apologize for bugs on the food and they carried on like there weren't flies on the topping selections. I don't really care about fruit flies in my house but there were LOTS at your store tonight. We paid and went to our table. Our order was wrung up at 6:59 and had been fully assembled my then. We waited at our table until 7:21 and decided to go up to the counter. The unapologetic staff members checked a giant heated safe thing and found the 10" #1 special but not the 7"and tried to give the 10"to my friend. He said, how long has that been in the heater... they said "awwww, just 2 minutes"and my 7"was nowhere to be found. I saw the cashier ask the guy who takes pizza to the tables where our order was and he said he accidentally gave my pizza to another table that ordered the same thing. I don't know if your staff is just not carrying or they are high or something but i asked for a refund at that point. They didn't say, "I'm sorry"not once. I actually said, "I'm sorry, but after my friend saw all those flies, I'm not going to make him stay here to wait for another pizza to be made and i don't think he'll eat his pizza". I said it very nicely. The reply was "its OK, it's not your fault". No apology for the flies or the bad service. I know you are not hurting for business but i don't think I'll be returning to your location. I just want you to know that your staff needs more guidance on costumer service asap. This review is 100%true and i know you have cameras to check the...

Your pie changed their app over 6 months ago. Since then it's been horrible to use. The 1st time, I lost my earned purchase points because the new app will not allow manual entry of the receipt even though the option is still available on the app and I was never given credit for those points. NOTE: if you want credit for your purchase points DO NOT leave the register until the points have been added to your account or you will lose them! The 2nd time, I wanted to redeem some points for a free pizza which I clearly had earned on my account. The app would not allow me to access the rewards so I had to pay for the pizza. I requested a call from the manager to discuss this but never heard from them. I also uninstalled and reinstalled the app in case that could clear the issue but it didn't help. The 3rd time, again, I wanted to redeem some points for a free pizza. Again, the app would not allow me to access the rewards so I had to pay for the pizza. I was told to go outside the store to get a better signal. I did but the app still wouldn't work. Then I had to go back inside and stand in line again to get back to the register. And then I still had to pay for the pizza. Again, I requested the contact information for the district manager or someone who could help but the manager refused to provide the requested information and only allowed me to leave my contact information and he said he would forward to the district manager. I have not heard from anyone. All I can get from the store is that "this is a corporate issue and we can't do anything". It's terrible that a good pizza has to be ruined because the company is apparently impotent when it comes to the functioning of their own "member rewards" app and the stores do not know how, and have no authorization to, provide customers with acceptable alternatives to allow them to use the rewards they earn while corporate figures out where their...

I’m only giving this places 2 stars based on a previous visit where the food did taste good. However, customer service is a joke. Just an FYI for those who use the Your Pie app - if you select delivery, they send it to DoorDash. I received a link from DoorDash stating someone had accepted the order and would deliver it. However, the link had the incorrect address. I contacted the store where I was told they would tell the driver but that they couldn’t do anything about it. So my $60 order is basically up in the air. The DoorDash driver finally contacts me and states that they won’t deliver it to the correct address. So I called the store again explained I’d just come and pick it up and I requested my delivery fee and delivery tip to be refund. I was told no, I’d have to go through DoorDash. EVEN THOUGH I ORDERED THROUGH THE YOUR PIE APP! I told the teenage girl on the phone to cancel the order & refund the whole thing. She said she would. Five minutes lasts I receive another call from another driver and the order still wasn’t canceled. I attempted to call the store back but I was sent to a voicemail. So my husband called and spoke with a “manager” who kept telling us to call DoorDash, even though we ordered through Your Pie! I called DoorDash, explained the problem & that I just wanted my money back. They explained the store would have to issue our refund. The DoorDash representative called Your Pie and requested they refund my money!!! I honestly don’t understand why the employees Insisted on making us jump through hoops, when it was their app that was the problem & they refused to refund the money until we made multiple calls. The pizza isn’t worth it to eat...