Randy's Pizza — Restaurant in Durham

My 2-star review is based on the quality of the food and most definitely the customer service experience. Placed an order for steak and cheese subs and specifically asked that they be prepared a certain way. I was quite clear and was sure to reiterate what I wanted on the subs and not to toast them. Well clearly the listening and comprehension skills were low that night because I got home only to discover the order was incorrect and not even close to what was requested when the order was placed. We definitely got someone else's order. Not sure how this happened given that there weren't any other customers waiting at the time of placing the order. Called the manager immediately to complain and was told that I could return next day for a do over (I did take a picture of the sandwiches to show that they were incorrect as well as my flushing them down the drain...proof that we did not eat them). Next day, returned to Randy's, but not for a remake of the subs given that were not good anyway (at least what we tasted) and the rolls were not the 'soft' authentic sub rolls we've always been accustomed to. Given that we could not order anything else, we opted for the refund. The manager was not there/available, so the assistant manager stepped in to assist. She did not know how to process refunds and was visibly frazzled and stressed because she had way too many things to do to spend time on this issue, which she had no problem emphasizing this in front of us. She stated the manager was unable to walk her through the steps to process refunds over the phone, so she informed us that he was on his way in to help. We waited, but still no manager. While she apologized, she was still very visibly frazzled and stressed about not being able to assist and stated "I wish I could help but no one trained me how to do this... So, I don't know how." Well, this is not how you should react or something you should say in front of customers. You are the assistant manager!! Still waiting for the manager to arrive and by this time we'd probably been waiting for about 45 minutes or so to get this matter fixed. At no time were we offered a drink or anything for the inconvenience of the situation and having to wait so long.... nothing, just stood there!! The manager never showed up, but the assistant manager was finally able to issue the refunds. This was quite an experience for this Randy's Pizza. Definitely won't be visiting this...

I’ve tried them several times mes before yesterday, never any issues at any location. I have ordered 3 pizzas and garlic knots, one pizza was with pepperoni and the other two with a lot of other ingredients. My guest and I each grabbed a slice of the one with everything, and we all noticed how extremely salty the pizza was, we figured out it was the sausage and threw the pizzas we tried and left the other box untouched. Since we were hosting we focused on getting something else to eat, next day we call this location and they say “THEY’Ll REFUND IS DUE F WE BEING THE ENTIRE BOX” and we told them it was ok because we actually couldn’t even touch the second box. When we get there not only the lady who helped us didn’t apologize, she tried to give us a new pizza, which we no longer needed, and didn’t even know how to do the refund for the pizza we actually paid for and tried to do it for the pepperoni one that was way cheaper, and tried to make excuses. Supporting “small businesses” like this? No more, we ended up just getting the refund for the pepperoni because we were waiting there for close to 30mins. I BROUGHT THEIR WHOLE ENTIRE BOX and they couldn’t even issue me a proper refund and zero apologies for their negligence with that or the pizza, awful costumer service for such an...

I ordered food from here at 7 from the manager. He told me it'll be 20 minutes. I show up around 720 there's no one in line, so I walk up to the register and tell the person standing there I was there to pick up an order. I gave her my name and she looked confused. A few more employees ask me what I ordered and my name I tell them. Then the manager confronts me with a defensive tone. He tells me "YEA I TOLD YOU IT WAS GOING TO BE AWHILE" I pointed out that he told me 20 minutes. He says that's an approximation it'll be about four or five minutes the wings are still cooking. I don't say a word. He pops back a side comment we're right on target you ordered four after seven. At this point I was literally staring at the time stamp 7:00 and to make it even more ridiculous he was late by his second time estimation. Then I watch somebody pull my pizza from the oven and they had me over cooked wings. I just take my food and go, because he's already gave me an attitude and lied to my face at least twice. On my way out the door he makes a side ways comment towards me over the intercom. That was the amount of disrespect you get for just telling them your name, order, and how long they said it was...