Ellsworth Pat's Pizza — Restaurant in Ellsworth

Tell me why do they have a customized menu for you to choose your own ingredients on the online order but not pay attention to what you asked for..? Ordered my sub online, specifically asked for no pickles and light on the condiments. Go to pick it up, the chick tells me I need to go to the pick up window out back. I go there, there’s a woman standing in front of me... apparently had been there for a while and seemed upset about her order. It was a little chilly outside, didn’t know I could just drive up with my car otherwise I would have. But the 2 of us stood out there for about 5 minutes in the cold. She said she’d been knocking but no one had come to assist her yet. Finally someone came and the woman asked the girl at the window for a refund on some of her food. The girl at the window leaves again for another 8 minutes or so.. finally gets back and says the woman has been refunded. I get up there and just told her I was there to pick up my order. The girl who appeared to be annoyed from whatever happened earlier but taking it out on me in a tone. She abruptly handed me my order.. I didn’t bother to ask for anything as I was cold and annoyed with her passive aggressive behavior, got in my car and drove off with the food. I looked inside to find pickles on my sandwich. No ketchup for my onion rings , nor did the girl ask me if I needed any napkins or anything. My sandwich was soaked with oil and vinegar and was soggy. The sandwich itself for some reason was really salty.. this might have been ok but the poor service just made the experience not worth going back to give them a second chance or more...

Not sure what’s going on lately... the food is always good which is why I gave it a 3 stars but the customer service has just been terrible. The time before last when I ordered, the girl taking my order was super rude and kept saying “WHAAAAT” and talking to her friend. I spoke with the manager and she said she had been there 2 weeks. Manager handled it great. Just ordered a ham Italian. They said 20 min. I ordered at 3:02pm, I got there at 3:28pm thinking it was plenty of time and my food would be ready. I waited at the drive-thru until 3:35pm because there was a car in front of me and their food wasn’t ready. They finally asked them to pull over. I tipped the girl at the window $2 for asking them to pull over so I could get to my order. Then she says it’s still not ready and asks me to pull over. I sit there and wait until 4:43pm. That’s over 40 min since I ordered for 1 ham Italian. I go back through and ask for my money back because I had some place I had to be and couldn’t wait any longer. I apologized and was very kind (even though I had every justification to be frustrated). She then hands me back the money only for the Italian and not the tip. I ask politely for the tip and she was super rude. No apology from them, no food, and 45 min wasted. I won’t be going back anymore unfortunately. I’m not sure what’s happened to...

We arrived today at Pat Pizza around 3:30 to place a person to person take out order on our way home. The take out area was blocked with orange cones. My husband decided to go to the "eat in" side and place his order to go. HE WAS TOLD THAT ONLY INTERNET AND PHONE ORDERS ARE USED TO PLACE TO GO ORDERS. This worker only needed to take the order, and walk it to the back of the building. He could have also just picked up the phone and placed the order from my husband standing in front of him. After all, the reason we are purchasing a pizza is to support the business and his paycheck. When I asked the manager about this policy of not taking to go orders from person to person. I was told that two years ago the policy was due to Covid, and was adapted as the NEW POLICY of no person to person take out orders. I was told that the "eat in" side and "take out" side had to be kept separate. So, we left Pat's Pizza, and we decided to spend our money at Dragon Fire Pizza up the road. At Dragon Fire Pizza we could place a person to person order. There is a higher standard of customer service at Dragon Fire Pizza. After having their pizza we were so happy that our order wasn't taken by anyone at Pat's Pizza and they insisted on such a ridiculous policy. Rule #1 in Business. Never turn your customers away. In our case, we found a...