Jet's Pizza — Restaurant in Gaines Charter Township

Devastating experience with our local Jet’s pizza tonight! (6750 Kalamazoo Ave SE Gaines Township, MI):

My husband had back surgery yesterday, thus, we were looking for an easy fix for dinner tonight. We instantly decided to treat ourselves with a pizza and salad from Jets! The tantalizing flavor, salad, and that ranch sauce! (Yum!) Making this an even better idea was our decision to have it delivered.

So, the order is submitted online, and we are given a delivery time frame. Great!

However, our delivery time came and went without us hearing a driver approach (to put this into perspective, our front door was open), or our doorbell being rung. Our stomachs are growling at this point, but, we decide to channel that into further excitement for when the pizza arrives. Plus, we are understanding people who grasp that life happens and delivery times are just an estimate. So, we decided to allow some additional time before we call up the local store.

Twenty, then twenty five minutes tick by and still we have not heard our doorbell. (And this doorbell is dramatic! You can’t escape its tone anywhere in the house!) I am concerned for the fate of our pizza, so, as a last ditch effort, I check our porch. And there it was…

I would have understood this handoff when we were in heights of Covid. But, service has since shifted, and we had specifically requested that our doorbell be rung!

I am saddened to find the pizza in this state, but hey, I am an optimist, and I think that maybe I can salvage it! But once we get it inside and open the box, we notice that flys had laid eggs on our anticipated dinner. We instantly went into mourning for the dinner that would not be, but were frustrated that this was all because our doorbell had not been rung as requested!

So, we decide to call our store to see if something could be done. My husband spoke to the supervisor Justin, and were told that he can’t tell if our doorbell had been rung or not, and that it is a he-said, she-said. He admitted that our order specified to have the bell rung, but, he couldn’t support that our pizza had an issue. He stated he was “sorry we received a pizza that we didn’t want to eat.”

After some more accusations that we were lying, he offered to refund us, or replace the pizza, but, it would be a VERY long time for it to be delivered, so, we would be better off coming to pick it up. Well, again, my husband had back surgery yesterday, and our entire purpose for choosing delivery was to gain some simplicity. So, we opted for the refund.

So now here we sit, stomachs angry with hunger and tempers hot from having our honor challenged. And the saddest result of all of this is that we fell out of love with Jets today…all because a bell...

Suppose to be delivered at 7 called them at 8:30 and they said door dash delivered but the door dash delivered to locked unlit office door and in -another 20 feet where he had to turn around would have seen this is where our employees park and enter. Common sense should prevail and deliver here or insure someone knows you left them set in them set on ledge in the snow. When I called the store they said the best they could do was a 10 dollar credit. The business I am employed by spend a good amount of money on a constant basis to have customer service say sorry for unfortunate circumstance and we aren’t gonna talk With you about it and take a 10 dollar credit or don’t. With a snide undermining sarcastic tone in his voice. Terrible customer service. Rotten attitude seeming like he’s at the top Of the food chain talking down to a customer who is less than he is in his mind. I have to be under the impression this is how jets runs business at all their locations. To which none of my fellow employees will ever visit again by listening to their reactions . Sorry jets you missed hitting this one out of the park.

Have just read other reviews and seems common problem with this...

Jets food 😋 however, the manager named Jack is really something. My text to order somehow got put in as pick up. I waited for 1.5 hours wondering where my pizza is, nobody at the store called to ask if I was getting it, I called and this nice girl answered. I asked her about the order and she said hang on. Then this dude named Jack comes on with a bad attitude like "we can either deliver it for free or remake it at a discount. " at this point, I dont even know that there is a mistake. I start asking questions trying to piece it together and when I finally figure it out I ask "so I either have to take this old pizza or buy a new one" and he goes "if you dont like our policy, you can call back and talk to the general manager tomorrow" quality guy, I must say. I just wanted my pizza bro. If he would have told me the error, I would have just taken the free delivery without...