Charlie's Pizza — Restaurant in East Hartford

It’s unfair that I have to give this place ONE star! So completely unprofessional and a lack of customer service skills. By far the worst pizza experience I have ever had! I called to order my food. Andrew was super nice, answered my questions, and was patient. When I was done Ordering, I had him read it back to me: Large veggie pizza, NO mushrooms, ADD eggplant, pineapple, and jalapeño. Whole chicken bacon ranch grinder, breaded chicken, lettuce, mayo, NO tomato, ADD fries. He then said it would be about 40-45 minutes for delivery, charged me, but I did have to ask for my total, about $37 and change. After a hour passed, the food finally arrived...but it was wrong. My large veggie pizza ONLY had the added ingredients, but none of the veggies that come on it. I called and Andrew answered again, and I explained that my pizza was wrong and I really wanted the veggie pizza with added toppings. He told me it was his fault due to how the order was written and resolved the issue by placing a new order for me. I asked him what I should do with the pizza that I had, and his words exactly were, “uhhh...uhhhh, you can just keep that one. We’ll get a new one out to you.” After hanging up, I offered the pizza to a friend that was over because it was not what I wanted and Charlie’s told me to keep it. Then, I realized the second half of my order was incorrect. I ordered a chicken bacon ranch grinder with breaded chicken. Well the chicken, sparse for a large grinder, was grilled/dry, lettuce seemed old, and there was NO ranch...on the chicken bacon RANCH grinder. I called back, and a woman answered the phone. I called not to argue, but simply to inform them that I’m now realizing we waited over a hour for our entire order to be wrong. I was patient, and I was explaining my disappointment that the grinder was also wrong. The woman instantly kept cutting me off. She started with my pizza order, telling me, “we’re going to need the $6 for the added toppings because you weren’t charged for that.” I questioned why I should pay more for a pizza order that was read back to me correctly and delivered wrong. She rudely told me, “because that’s not what you were charged for, and we’re going to need the pizza back.” I told her I gave the pizza away seeing as it was not what I ordered and she felt the need to tell me I got exactly what I ordered and that they would redo the entire order but they need ALL the food back. I told her I did not need the grinder remade seeing as my son was willing to eat it as is and all I wanted was to inform them that it was frustrating to wait so long for the entire order to be incorrect. After explaining myself, the woman says, “ so what do you want me to do?” At that point I realized there was no reasoning with this unprofessional and told her I would just like my pizza made right. She told me it would take 25 minutes to make and then it would go out for delivery. Another hour passed and the pizza still had not arrived. I called to check in, and the same woman answered, telling me her her delivery guy had the pizza and he had other deliveries to make and it would get here. Shortly after, it arrived. It looked decent. Still not what I expected for an all veggie pizza, but hey, all the veggies were there...including the mushrooms I didn’t want. Not only were there mushrooms, but they added extra. Finally fed up, I called back and again, the rudest and most unprofessional order-taker answered. I was done being nice and demanded the delivery guy come back to pick up what tasted like a spoiled week old pizza. Yes it was hot, but there was such an unusual/unpleasant after taste, something had to have been old/expired on it. I told her I just wanted my money back and I would gladly give them back this pizza. She was raising her voice, told me I’m being difficult and suggested that maybe it’s all the added toppings. She told me I was just going to have to wait. She said a few other things that were upsetting. So I took the pizza, drove 6 minutes down the road, and I got my refund. NEVER...

I give this place a one star! Not because of the food, but because of the service. I believe BOTH are inportant. I've lived in EH for 30yrs, and although i believe they jave the best pizza in town, I CANNOT get past the TWO VERY HORRIBLE EXPERIENCES i had there. **First experience, I had my food delivered (paid by card) I was over charged by $4. I called the restaurant and spoke to the SAME WOMAN(older woman with either an accent or speech impediment), that took my order and mentioned to her that I was over charged. She told me that she was not the owner and couldn't help me and call back the next day. I did. Spoke to a man. He was rude and told me that the owner was not there and "She" would have to refund me. This went on for days to weeks. No matter who I spoke to, no one would help/refund me. I boycotted for a year or two. I decided to try again, thinking that maybe I could get past the offense. ** Second horrible experience. I went online to their website to look at the menu. I saw only 4 coupons, none of whoch applied to what I wanted to order. So I called and placed my order anyway without a coupon. I decide to pick up my order. I arrive and while waiting I see their menu on the counter and I see a coupon that applies to what I order and it was $3 cheaper AND included a 2ltr soda. The only difference is i had 2 toppings instead of one. So I asked if he could allow me to use the coupon and I can pay for the additional topping. He responded with a VERY RUDE "NO!". I explained to him that tjose coupons were not on their website and if they were i would've used it and only had one topping. I asked him if he would allow me to pay the extra topping cost considering their website wasnt up to date with their paper menu. His response was "I dont do the website so i cant help you.!" I was stunned. I was also annoyed. I STRONGLY considered walking out without the pizza. The only reason I didnt, im pregnant and i was "hangry" and had to be to work in an hour so i had to eat. Trust me ...... they have seen my money and my business for the...

The Food: I've always had Charlies when younger, I loved the pizza and boneless wings, I stopped coming here around the pandemic and wanted to come back so I can have a trip down memory lane, and I can say now that it did NOT disappoint me. The chicken was a nice texture along with the spice of the mild sauce with it. the Curly fries were fries, however the pizza was too good. When eating square pizza I don't expect the best, but boy did I make a fool out myself coming in thinking the pandemic would ruin this place. For desert I got red velvet cake, a little sweet for my liking but still good, I'm not into sweet stuff so for you sweet lovers, you'll love it.

Customer service: The customer service was amazing, with the worker consistently checking up on me and my girlfriend, asking if we wanted more water, or if we wanted the lights more dimmed. It was amazing.

The Price: CHEAP! this was not as expensive as I thought. for everything I said in the food section, it was only $38. With prices going high after the pandemic that is...