JJ's Woodfired Tavern — Restaurant in Franklin

Update:

After a nice response from the owner, I am updating my review from one star to a more positive rating. He has gone way beyond what we wanted or expected when we first called about the issue. Had his employees shown the same respectful approach instead of treating us like we were trying to scam them, the matter would not have devolved as it did. A simple sincere apology over the phone and small adjustment for the burnt pizza would have satisfied us completely.

Jim, please note in the original review that I did ask to speak with you in person, or anyone else who could simply credit the tip money back as we were told over the phone, but we were met with total hostility instead.

This is what led to my verbal warning to your customers before we left. Yes, I could have handled that better, but we should never have been forced to go back there at all. It should have been handled over the phone as we asked. However, I do apologize for letting my anger get the better of me and drawing your customers into the dispute. It seemed appropriate in the heat of the moment.

I am also not comfortable accepting a full refund for our meal. We only lost the equivalent of one pizza and a $12 tip. That is all we expect. It is hard enough running a business without adding unnecessary expenses. Please charge us accordingly.

I appreciate how you addressed this, and will be happy to remove the review completely, at your request, although your response reflects very favorably on your business and personal character in my view. Best wishes, Art H.

Shortened original review due to character limits .....

Employees gave us terrible customer service! We ordered take out for a family gathering, 2 large pizzas, chicken fingers and fries costing $62+. We left a generous $12 tip for a total of $74+. Pizzas were badly burnt on the crust and bottom. The kids would not eat any of it. Called and sent pictures. We were rudely told that this happens with wood fired pizza and that they would not give us any credit at all, but we could bring back the burnt pizzas for replacements. Had their pizzas many times and never got burnt ones. Since dinner was ready we chose to not take the hour or so to replace the pizzas. We threw away about one whole pizza.

Ok, we got burnt pizza, and a snarky attitude from their employees based on a bad customer service policy, but we made the choice to not go back. That part is on us.

After dinner, we realized that our $12 tip was another matter. No one there deserved a tip of any kind for giving us burnt pizza and then a bad attitude about it. So we called back to ask them to credit our tip back to our credit card. They said that they would not do that, and told us that we would have to come in if we wanted it back. When we complained that that was unreasonable they hung up on us with a terse " Hope you have a good night".

At that point we immediately drove the 5 mile trip back there to get our $12 tip credited back to us. Upon arrival I asked for the owner and was told he was not there. I asked for the manager and got the same response. I asked for the supervisor and was told there wasn't one. I then asked for the woman we had just talked to 10 minutes before and was told that she had left. I then asked for our tip refund and was told that they could not, and would not do that. We were then told we had to leave because they were not going to do what we were just told we had to come in to get done. At that point I told the room full of customers to be careful because these people would not even give us back our tip money after giving us burnt pizza, and I then left, with the employee yelling that we were offered replacement pizzas, despite the fact that we were not asking for pizzas, just our tip money back.

Burnt pizza is forgivable, but horrible customer service and mistreatment of any customer should not be rewarded by a tip of any amount. I will not allow these people to keep even a dime of the $12 tip even if it costs a whole lot more to...

JJ's is a restaurant that makes .....wait for it..... pizza. They try and make a type of Neapolitan pizza! Well, short of; they don't make their own dough even though they say they do. Usally when you wait awhile for food, your probably waiting for one of them to get back from the store with food or rolls; as they never have enough most of the time. To compare this place to restaurants in South Boston is just Laughable! They try and cook pizza in a wood burning oven that they my still be trying to get the hang of due to the inconsistencies.The pizza is not good and is usually hit or miss; to dark or to undercooked. I really think they should make fresh dough from scratch like they say they do. Everytime I order my food and go pick it up, you will stand there for a very long time waiting to pay for your order. You have to walk in, go up to the bar, get the bartenders attention and only then will you be able to ask for your order. The bar is usually full of people so it's hard to get the attention of the staff to get a table or pick up your order. Sometimes you may get told to stay away from the car that's literally parked in front of the door; I still haven't figured that whole thing out; maybe compensating for something there. A lot of the time when I call up to place an order, the phone is always busy and I was told by the waitress it is because they take the phone off the hook. The bar area seems to have alot of "F" this and "F" that going on; not a great place to bring the family. You also have to walk through inebriated people who are smoking at the door to get inside. If you like pre-frozen food, mediocre sandwiches and tap beer, this is your place. The food is so inconsistent due to the staff always leaving. Literally always looking for cooks. Also, remember to watch out for cars pulling out of there too as they usually like to pull out recklessly due to havey consumption. There are to many other pizza restaurants in the area to go to rather than dealing with everything I listed. I would rather get pizza from the frozen section at the store; at least than I will not pay gor over-priced burnt pizza that's raw in the middle.

Update: To the person(s) who responded "Inaccurate " The review is 100% accurate and for you respond "Inaccurate" goes to show just how delusional you are. I nor anyone who had a bad experience is writing a review just for the fun of it. Instead of responding with "we will try and do better" or something close, you just deny. Just read all the othere similar reviews here, on Yelp, and Trip Advisor. According to your logic, anyone who has a bad experience at your establishment is wrong and liars. The only thing here thats fake and bogus(juvenile words) is your lack of respect for customers with a bad experience. 41 Reviews, hardly call that a fake account. Maybe try and focus more on making customers happy.

Here a a few pictures of tire marks from people pulling...

Food is great but they charge you more than advertised menu prices & make up extra charges along the way.. been going there for couple years but WILL NOT after tonight...$60 for 2 drinks, 12 wings & 2 jalapeños cut in half? Good luck in that poverty stricken part of the state.. keep harboring a hostile overpaid redneck environment..drunk bar fights at 6:30 pm while families are trying to eat?!..pathetic..you lost another customer & I will share & discourage others from being taken advantage of blindly, so the ones too shy or respectful to not speak up don't experience this unaware. KNOW WHAT YOU'RE BEING CHARGED FOR PEOPLE- READ YOUR BILL VS THE MENU PRICES & SAY SOMETHING RATHER THAN LETTING IT SLIDE!?! Where on your menu(or the WORLD) are 12 wings $22??? Four 1/2 jalapeños $11.99?? I SAT AT THE BAR LOOKING AT A CURRENT MENU.. don't make excuses for your employees robbing people, it's happened EVERY time I've come in there, just not at this rate. Again, you lost another customer. Justify THAT. You see the owners arrogant unaccountable defensive distracting excuse of a response, explains the rest of the staff's actions.. you'll be closed in...