Front Royal Fox's Pizza Den — Restaurant in Front Royal

I’m giving 3 Stars instead of less because the manager did rectify the situation as best he could. I have a Wildcats Discount Card (Actually I own 3) because my son plays Football for Warren county and we sold all but 3. Anyway, after driving home from Fairfax in awful traffic, picking up my youngest son I decided I needed dinner before picking up my Wildcats High School Student from wrestling, now that Football is over. I’m on a budget but didn’t have groceries at home so figured I would use my discount card and take advantage of the buy one large pizza and get one of equal or lesser value for free for dinner tonight because I was too exhausted to fix anything. I looked in my purse for 10 minutes before realizing that I either left the card at home or my boyfriend had it in his wallet. I figured since I had been there so many times they would recognize me and honor the card even though I didn’t physically have it on me. I hate doing that because I feel so bad but knew I had actually purchased 3 cards and didn’t want to drive back home which is 25 minutes away. When the cashier asked for my card and I told him I forgot it he said he needed the card. I asked him if they could honor it since I have been there multiple times or if I could call my boyfriend to get the verification number he said no. He rudely said I’m not giving you that deal without the card. That’s when I decided that they could cancel my order. He let me know I left my debit card on the counter and then told me “Don’t come back.” I was determined to do just that after he said that. I went to my car and called my boyfriend to see if he had the card in his wallet because I hate being accused of lying and even though I cancelled my order I wanted to prove I wasn’t lying. At that point a manager walked out to see if I had ordered food. I explained to him what happened and he was very nice and insisted that I get my food and he would honor my card. When I came back in the young man apologized and then said he had just gotten there and didn’t know I had been there before. I told him I understood if he didn’t believe me but you then told me not to come back and I work in customer service and that’s just unacceptable. The manager gave me 50% off of the one pizza, which I told him wasn’t necessary. He insisted and I let him know I appreciated it. Which I do!!! I completely understand why they have the rules in place and I wouldn’t have pushed it if that one guy hadn’t been so rude. I now have one of the 3 cards I own in my wallet and I want to drive down there just to prove that I wasn’t lying but I shouldn’t have to. The manager was very professional and handled it well but I can’t believe the nerve of that other guy. I know enough to know that even if I was lying you have to give the customer the benefit of the doubt and not say things like “Don’t come back!” I love their pizza and don’t want to let this one bad experience ruin it for me, but it seriously bothered me. I work in the service industry and I understand how people will scam and try to get discounts when they aren’t legit which is why I contemplated either paying full price or driving home and coming back before the guy was so rude. Hopefully they learn from this and don’t repeat the...

Update, never heard back. Trying a simple order today. Will let yall know if they get it right this time. Ordered @ 4:30pm today. Original Post, I don't know what's going on but my last few orders have been hit and miss. A few months ago I ordered online 3hrs later it had yet to arrive. We live a bit out and it was a busy game day so we expected 1hr to 1hr45min wait. We're used to it taking atleast that long. Turns out the online order messed up and it was recieved as a pick up. That pizza sat in the kitchen for 3hrs and was ready in 20 min and no one picked up the ticket to call us to correct the issue. 2hrs came and went and then 45 more minutes so we finally decided to call and find out what was takeing so long. We were told it was ready for pickup. We were so hungry we got in the car and went to pick it up, a new one was being made we were told. We never thought of looking at it, we got home and what should of been a big daddy with pepperoni and jalapeños turned out to be a fully loaded big daddy with pepperoni and jalapeños. My husband just picked off topping he was too hungry to complain. I called and the next order they sent out was compt and was just what we ordered with the usual 1hr15min deliver. The next order a weddgie and salad were fine. Tonight we ordered again 2 whole subs. Philly steak and cheese extra meat no mayo, a bit sloppy with meat in and on the sub but fine no big deal. The italian as advertised has 3 meats we asked for extra meat dressing in the side and called to add a soda we forgot to add tui the order. The sub had only two of the 3 meats no hard salami. I mean what's an italian with no salami? No dressing on the side and no one made a note on the order for the delivery to add the soda. Poor delivery guy had to come back just to deliver the soda after we had already finished our subs. I would of understood if they called and said were sorry we don't have hard salami. Would you like us to make it with two meats? Or would you like a different sub. But 3 mistakes in one order? What's going on Fox's Pizza? Hit and miss. I called and Railey was trying to get me to let the manager know but having a toddller running around while your trying to talk on the phone works poorly, so We opted to reach out this way. On Yelp we have given Fox's 5 stars just because you guys deliver to us and beside China Jade (when they feel like it deliver to us). But we might need to revise that in light of so many mistakes lately. We hope it's just a fluke and you get your...

We love Fox's pizza. The product is great. The problem is the delivery time. We ordered our food at 5:46 and it arrived at 7:45. There was no call to tell us that there was a delay. No communication from them at all. I had to call them. The person that answered said that the driver had several deliveries and would get to us soon. He showed up about 20 minutes later. Anthony's would have been here an hour earlier and would have called us if there was a delay. This is not the 1st time that this has happened. It has happened several times. As much as I like their food, I think I am done. Customer service doesn't seem to be high on their priority list. Very disappointed. I have been ordering from them since they first came to Front Royal. There are several other options in Front Royal. I think I will use them from now on. This time the food was cold and the boxes had actually collapsed on each other. All of the toppings were stuck to the box lids. Wasted money!!! I paid for trash and am now making dinner!!! WOW!!! I just got off of the phone with the manager who said "what do you want me to do about it?" . I am obviously upset and have paid for a subpar product. He made no offer of refund and when I asked about him sending replacement food he said it would be 10 or 10:30. I'm supposed to feed my family at 10 or 10:30. Really???

Update: The owner called me this morning and we had a long discussion about what happened. He's a good guy and he does understand the importance of maintaining a high level of customer service. He has refunded our money and assured us that the issue has been addressed with his staff. Considering his level of concern about the situation and his offer to try to make it up to us, I will call them again in the future. I will not, however, be using the online ordering app. This seems to be where the communication breakdown stems from. There is apparently also a bit of lag time in the order processing, when you use the app. I will go back to ordering the old way, over the phone. Then if there are delays or the store is swamped with orders, they can tell me at the time that I...