Blackjack Pizza & Salads — Restaurant in Erie

Let me begin by stating this is one of the few poor reviews I have ever felt the need to post. I have been an event planner for over 20 years and have never had a worse experience than we did ordering from Blackjack.

This past December I planned a large event as I always have. I called early, put it a preorder at 2pm for delivery at 5:45pm for a large event at Erie Community Center. I was assured, as a pre-order, it was not a problem. Well it became a huge problem. No pizza even at 7pm! I called three various times from 6-7pm and was initially told they were unable to find my order, because their computer system doesn’t look up by name or phone number. Then the next thing I was told was that their ovens were slow and since we don’t know how their ovens work, it’s going to be a while. Then next we were told we were “first” on their delivery list and the driver “just left.” A company can only delay/change stories for so long before something else has to be said to the customer….so we were then told the driver wasn’t answering the phone- all while trying to entertain a hungry crowd (mostly kids and their parents who were told to arrive at 6pm for dinner).

Long story short- the delivery location is 1.0 miles away from the business, even located on the same street! We had to manage over 50 hungry parents and kids for an hour and fifteen minutes, and the community center had to pull additional available staff to change the event agenda in order to keep everyone distracted and occupied for an extended amount of time.

The “driver” was eventually found by staff and my husband sitting in the parking lot at 7:15 and when asked about the delay, began blaming us, including community center staff, for not searching through the parking lot for her car, because she wasn’t coming in to deliver the food. She then threw the boxes down (insulation coverings included) and left in a huff. The community center event planner apologized to us for ever recommending them in the first place, and said she will take this as a lesson learned, and not mention them for future events.

I refrained from posting this review until I mentioned this experience on a local social media page, and was immediately retaliated against, and cyber-harassed by an employee and her mother, who insinuated she was going to find and contact my place of business to cause problems, used victim-blaming, name-calling, and narcissistic responses to attempt to publicly shame me into taking down the review. She also posted that my name was now being put on a "do not deliver" list the company has in their system.

That experience alone was like being treated extremely poorly all over again by the same company, and solidified my distaste for the Erie franchise's business practices, their customer service abuse, as well as their retaliation tactics on customers who dare mention anything but a positive experience.

I sincerely wish the best for this franchise, and hope this is a lesson learned they can grow and improve upon...

We have been loyal customers to this location since we bought our house here 5 years ago. we have had a few messed up orders or delivery issues but nothing that wasn't fixed and handled. The other night I placed an order online, something I don't normally do but their hold times are sometimes very long. I ordered the pizza and under the pizza it had a place for "notes". I stated there that we would like 2 sides of spicy ranch. I wasn't aware that there was a complete separate place to actually order and pay for those. I guess I just thought it would be added into the sale. We picked up the pizza and got home and no spicy ranch was in the bag or box BUT it was listed on my receipt in bold black print. I called the shop and spoke to Kayla (the manager) who informed me that yes i did order it but I didn't pay for it. I checked my order and it was listed on there but wasn't broken down showing the $1.00 it costs so how would I know or not know it wasn't included in the price? So it seems this was a small oversight on my part and after so much business we have given them they could of either just given us two sides of ranch ($1.00) or have said when we went to pick it up the first time that it was on the order but we forgot to pay and would we like to still get it for $1.00. None of this took place and our order was not fulfilled as ordered and I was made to feel as though it was my fault. Kayla was snide, rude and at times laughed at me which made me further angry. She said to me over the phone "I believe if you go to a restaurant and order something you should have to pay for it." Well I understand that too, but unfortunately that wasn't the point. She didn't even understand the point. I have been in client service for 23 years and am currently in real estate where I deal with service a lot. This young lady needs training/coaching on how to take care of your loyal clients and be understanding. This was all over $1.00 in spicy ranch she could of either just said "I understand the website might be confusing and this time we will just give it to you on the house" OR if she would have told us from the the first drive down there and we would of just paid the $1.00 as we had already paid online. My Interaction with her was so angering and we will take our business elsewhere as long as...

I always believe in giving a business at least 2 chances. But after 5chances I’m DONE. All these were “delivery”. 1st ordered a pizza. They left off an ingred. We never complained. 2nd- calzone. They never gave me the marinara sauce. 3rd. Again no marinara. Called. They brought extra plus ice cream. No one in house eats vanilla ice cream. 4th). Again no marinara. We used the extra they had given on previously. 5th. This time placed a call directly to restaurant and ordered. They came and we asked them “is there marinara sauce”. He lied “yes there is”. Here again waiting 20min. for them to come back with sauce. He got here. No staying around to apologize. Ran as fast as he could to his car. I contacted corporate headquarters. They emailed me a large sized one topping pizza. No one here eats one topping pizza. But we won’t use it anyway. Because we switched to another...