Family Pizza Inc — Restaurant in Dracut

If I could give 0 stars I would. It's labor day, I had 5 kids here & a few adults, it was a spontaneous playdate for my daughter. I was not prepared to cook for that many people. So I figured why not order out- get 2 pizzas & a burger & fries for myself-

I ordered online through Slice at exactly 4:52 pm, - give or take like 15/20 mins for my order to get through & get started - delivery time after I ordered said between 5:12-5:17 pm. Waiting.. waiting....waiting - 5 kids getting more hungry by the second- more waiting. Finally 5:40 pm comes & still nothing, I decided to call family pizza. The teenager ( he sounded very young, & very little customer service skills) said " we're busy. Driver will be there in 10 minutes " I said okay. Thanks. Waiting...looking out my window.... more waiting... 6:00 pm comes & still NOTHING, I call again ( same teenager answers) again he says " we're busy, the driver already left", I said " thats your excuse? You're busy?" So I asked to speak with the manager/owner ( who I'm VERY familiar with) I proceeded to explain to him when I had ordered, when I had called the first time, how I'm calling for the 2nd time AND HOW I ALREADY PAID FOR THE TIP ($6) which I asked to be refunded. The owners responded with " uh yeah no I can't do that. Just dont accept the food when the driver gets there." - meanwhile while I'm on the phone. The driver finally shows up at like 6:05 pm, & my husband grabbed the food as I was on the phone- " I replied back with why would I not accept the food? We're all hungry I paid for it. I'm literally asking to be refunded the tip as the delivery service was not what it was originally stated. ( inspecting my order while on the phone with the owner) where's my burger? It's not here. I want a refund immediately!" The owner " yeah we can't do that" & he kept coming up with excuses.

Basically he refused to remedy the situation. The driver gave me someone's else partial order, while my burger & fries was most likely still in his car. Granted the driver came back within 10 minutes of leaving my house. But the poor customer service skills from this place is down right laughable.

My family & I used to order from family pizza all the time when I was growing up, I used to order all the time. Now I remember why I stopped. Granted mistakes can happen yes, but it's how you handle them as a business is what matters. Never again will I order from them, the food was disgusting, tasted like it was from a cardboard box, & the service was less than 0 stars. If you don't mind ordering then waiting over an hour, & getting only half of what you ordered, then please continue to give them your business. But if you want a timely delivery service with actually good food, order from Primos, SO MUCH BETTER.

Also I know the owner will see this. If I don't get refunded for what I didn't actually get the first time, I will dispute the charge on my credit card & you'll be out of the entirety of the amount I ordered. Make a better choice 🙂 I'm persistent...

Went to place an order for delivery large pizza with pepperoni with extra cheese there was a young kid n asked tip for the driver ... without knowing the price I asked what's the cost right know before tip I was told 30 dollars. I'm like what 30 dollars for a 2 topping pizza no way I'll cancel the order but no thank you ... this was October 13 2024 ... ordered the exact same thing from santoros n it was 22 dollars with tip still under 30 dollars ... the next day I look at my credit transaction and I see not only 1 transactions but 2 transactions for 21.84 each so I called them ... n told them exactly what I'm saying now n the manager was like no he didn't say 30 dollars so I told him that's the reason I didn't order but why was I charged 2 times n his answer was we charged u once ... how are you charging me If I didn't place the order If u made an attempt to make the delivery n the delivery wasn't handed to me the customer then why charge for the order Then they gave me 2 options ... either I got the pizza now or store credit ... how about no I'm choosing option 3 which is refund my money ... then they told me to show them proof I was charged twice ... sent them proof through the number they gave me n got no response n only refunded 1 transaction while the other is still on my account... very rude customer service ... I guess family pizza is what it is ... a family buisness that no one in there family lies n all customers are wrong... now I have to dispute this transaction which is now waste of my time on a place I didn't even order from... n will never order from again ever ... n I will be sharing this story with everyone I know .... update October 16 2024 ... went into store once again owner very rude showed him proof ... says he ben in the buisness for 40 years ... told him to be rude to customers for your mistake is ridiculous ... no one placed the order got a quote on a pizza it was to pricey n u still charge the customer not once but twice n be rude about it is beyond crazy ... word of mouth n experience is what thrives buisness being rude ruins future buisness ... but I guess being in the buisness for 40 years makes u always right ... lost a customer for life wouldn't recommend anyone to...

I've been twice. The food is very good, and shockingly affordable. This is also one of the few pizza places around that I've found that still sell by the slice if you were so inclined (which is what I do). Their lunch combo offers two slices of cheese pizza and a soda for $8 - which is a deal to be proud of in this economy. The second time I went, I was also offered free fried-dough because the kitchen made it with cinnamon by accident. Instead of throwing it away, they gave it to me and my partner. That's the sort of thing that keeps people coming back.

There are two doors to the restaurant. Facing the building, there is one on the left and the right. Neither appeared to be marked in any particular way except for just branding. As a customer, you want the door on the right, that will take you where you wanna go. The door on the left opens up into the kitchen and was unlocked the first day I went. I would recommend the owner place a laminated sheet of paper asking patrons to use the other door.

My only complaint is that it can get rowdy inside the restaurant around 3:00 pm to 5:00 pm, but that's because the location is based just outside of a school zone where a large complex of elementary, middle and high schools all group together. So naturally once school gets out, they all congregate around the place with cheap pizza. I won't hold this against the restaurant though, I just don't think I'll probably be eating in the restaurant again around those times.

Overall I...