Twisted Tomato Pizzeria — Restaurant in Cuyahoga Falls

Since changing from Guys to Twisted Tomato, I have ordered food several times from this place. While I have been very pleased with the food quality, I am extremely disappointed in my experience today. Around 11:15a (15 minutes after opening), I placed an online order that came out to just under $50. It was confirmed for pick-up around 30 minutes later. When we arrived to pick up our order at this time, we gave our name and the employee immediately opened with an attitude, was very rude, and told us that they were “swamped” and hadn’t made our order (which was 2 pizzas and one calzone). No apology, no phone call (why do I have to input my phone number if you aren’t going to call when something like this happens?), nothing. So we had to drive home, wait another 20 minutes, and drive back to get our order. When we were finally able to pick up our food, this same employee said we hadn’t paid. I had to show her a screenshot of my payment confirmation, and miraculously, she then found on her computer that I had, in fact, paid. Again, no apology, no acknowledgement; nothing; only attitude from this employee. I’m especially irritated that I pre-paid as I had included a nice tip. Had I not pre-paid, I would not have tipped well for such poor service (I actually would have just cancelled my order and gone somewhere else).

This is not the service I have previously experienced nor what I expect from a local establishment. Especially during these times, one would think small businesses would be especially keen to keep their existing customers. A simple phone call or even a “I’m so sorry; we got very busy and your order hasn’t been made yet” when we arrived would have sufficed. I have worked in customer service and this type of unprovoked attitude from an employee is absolutely unacceptable. I didn’t have to spend nearly $50 at this pizzeria and right now, after what I experienced today, I hesitate...

Today I refused service today by the owner a little after 9 when they close at 10 and answered pick up or delivery? He said he was going to have to decline my order because he wanted to give his driver “the option” to deliver to my home and his driver didn’t want to bring my food because my address is “off the beaten path”. I order from this place about 3 times a month but not anymore. I asked if he still delivered to my area and he said yes but his driver was going to leave soon and didn’t want to bring my food but I could come pick it up. It must be nice to be able turn away business when so many other small businesses have shut down in this pandemic because of loss of customers. They have went down hill since switching from Guys and Im pretty sure its still the same owner. I will be taking my business else where. I cant reply to the owners response-so I’ll add to this. I called 45 minutes before close not 18 minutes. The phone was still being answered & deliveries were being taken as mine was being refused. And if I was out of the service area why have I been getting deliveries more than 3 years? Also Im not the only recent bad review. If I was truly trying to bash the business I would have posted a bad review long ago and included pictures. But I continued to give this place my business because my kids enjoy it regardless of the sloppy presentation that we had regularly started to receive when ordering. But as I said. The business has went down hill and the owner needs to take his arrogant attitude down a notch. Ive happily taken my business else where. Thanks for the reply. It...

Ordered pickup. When I arrived, I waited 15 mins for my order. Once I got home, I realize they gave me the WRONG pizza! Headed back (I called twice & was put on hold) to get my correct pizza. FYI they were extremely busy on this Friday night considering it’s corona crazy out here! This poor girl working had to answer the phones & take orders out to customers in their vehicles. The phone rang non stop! Back to back calls. That’s wayyy too much for 1 person. No wonder she gave me the wrong pizza. Someone please help that girl! Plus there’s no indication on the pizza box. Maybe started marking the pizza boxes to avoid confusion. The food was great!! Twisted tomato pizza was surprisingly amazing. Cobb salad was the best I’ve had. My mom ate all of the jojo’s herself so I can’t speak for them but clearly they were tasty :) Highly recommend!!!

UPDATE: quality of service & food has declined significantly. No longer recommend! Flavors are bland. Inconsistent food. Ordered poppers two days in a row. One night it was actual jalapeños with cream cheese. The night day it was red peppers...