Johnny's New York Style Pizza — Restaurant in Georgia

I have been visiting this particular restaurant since I moved into the area (about a year ago), and it is usually pretty good. However, when I order delivery, there is a very high chance that my order will be incorrect. They charge for side sauces (BBQ, Ranch, etc.), but often forget it when delivering. If you call the restaurant, they do offer to bring them to you, but your pizza will be cold at that point, so I opt for a credit, which is lower than the amount paid for the sauces. I look past all of this because the food is typically pretty good, and it's convenient for me as I live close by. This brings me to last Friday (5/25/18)... When I called to order, I was put on a very long hold (Which is completely understandable, as they sounded VERY busy, but has to repeat my order several times, as the person taking my order was not paying attention to me. I was told that I'd receive my order in 30 minutes, and understood that it could be shorter/longer, depending on several things. I waiting an hour and fifteen minutes before calling to check on the order, and was told that things are backed up, and they didn't know if my order has left or not. I called back thirty minutes later, and my order arrived during that call. The pizza was soaked in grease, and toppings were wrong, it just looked gross. As we already waiting 1.5+ hours for a pizza that is less than 5 miles from my house, we tried to eat it anyway. We couldn't get through a single slice before deciding to throw it away, and contact the restaurant to complain. When calling, I was put on another very long hold, and when it was my turn, I complained about my issues. I was told that they could bring me a new one, but didn't not want to wait another hour, and was no longer hungry, from eating the bad pizza before. Then I was told that I could receive a $20 credit, but was not happy with this, because I paid $27 for the medium pizza (not including tip), so i asked to speak with the manager. I was put on hold again for a few minutes, and then was told that I could be offered a $25 credit. As I was STILL not happy with this, and wanted to let the manager know, I said that I'd still like to speak with the manager. I was put on hold again for a few minutes, then was told that I could NOT speak with the manager, but he would call me back. Today is now the 31st, and I have yet to receive a phone call. I do like Johnny's Pizza, so I will not let this poor customer service ruin something that I like, but I will no longer be visiting this particular one.

-- UPDATE--

I am changing my rating to 1 star, as I was told that I'd receive a phone call to discuss my issues with Johnny's pizza. I was NEVER contacted, so I'm assuming they care very little about customer experience. It has been weeks since this incident, and unless something happens, I doubt I will be visiting this...

We have never had a good experience at this location, but today’s visit took the cake. We arrived at 12:15 . The dining room was maybe 1/2 full. Waitress and girl working to go/bar were both moving at a leisurely, clearly not stressed pace. Looks good so far. We sat, waitress got our drinks and order right away- 1 salad and a large 1/2 cheese 1/2 pepperoni pizza. My salad came out a few minutes later. And then we wait. We wait and wait and wait. No pizza in sight . After 30 minutes my kids are getting hungry and antsy. I’m trying to catch the eye of the waitress, and it becomes very apparent that she’s avoiding us. Refuses to come past our table, won’t make eye contact, turns her back to us every time she comes near. It was very very obvious. I placed my dirty salad bowl at the edge of the table, hoping it will cue her to come over to take it away and I can ask about the pizza eta. Nope, she still avoided us . At 45 minutes I have to stand outside our booth awkwardly until the girl working to go who was bussing a nearby table asks if I need something. I say “I’m just checking on our pizza, it’s been a very long wait”. She nicely goes to check and comes right back with it. She then gets us plates and clears my salad bowl. Our waitress never came to refill drinks, only showed back up to offer a box and the check. Her comment ? “Thanks for your patience”. Girl, goodbye. One of 2 things likely happened- either waitress forgot to fire the pizza , or the kitchen burned it and it had to be remade. I worked this exact type of restaurant for years in my younger days. I fully understand that mistakes happen, kitchens get backed up, etc. and most issues actually are not the servers fault. But regardless, her job was to acknowledge the delay, apologize, offer a reason (even if it’s a lie!) and try to do your best to make it right. Being transparent and attentive with your customers is important when it’s necessary to do damage control in situations like this, and this girl failed all the way around, and that’s where I start scaling back the tip. My kindhearted mother was paying, so I had no control over the tip, but I told her this girl did almost nothing to deserve a dime. I’m done with this place after today.

*Edit to add that of the 4 rolls of silverware we received, 2 of the forks were caked in crusted on food that was immediately visible. These lazy workers had to have seen that when they rolled the silverware up in the napkins. Absolutely nasty and just...

Sunday night and was ready to call for a pizza. As I dialed I remembered I had a credit from last time I ordered when I spoke to a manager and he apologized and said people were new and hold the line to give my name and number to another associate to log the credit which I did. Funny thing though tonight the store ran without a manager on duty according to Sarah, who answered the phone. Now I don't blame Sarah, she seemed sweet. She politely told me there would be a manager back in about 20 minutes. It was getting late so I decided to call back and place an order anyway, trusting they would honor my credit at a future date. Sarah answered again, told me it's too late now for delivery and still no manager was available but she had spoken with manager Brittany. I was then advised that I probably ordered from the Hiram store and that there was no record of my delivery. Mind you, I gave them my phone number and they recited my address undoubtedly from the order screen...so there must have been SOME record.. So now they are not honoring my credit, they are telling me i have never ordered there and I made a mistake by calling the wrong location. I was still polite and asked for the GM's or owners name so I can call at a future date to resolve. After all, I paid nearly $40 for a pizza, salad, and Calzone. Pizza was great...however, the rest...well not so much. Sarah said she was new and did not know the name of the GM or owner so she put the head pizza cook on the line. She explained he was the one that facilitated the call to the manager Brittany since there was no management in the store. Long story short....(I know...too late) Andrew explained to me that he us unable to give out any information about who the GM or Owner or anyone who is accountable for this debacle of this facility is and I explained to him, more kindly than explained to me, that was the wrong answer. The conversation ended and I am only getting started. I would have liked to have been compensated for the mistake, instead I feel belittled. So, on principle alone, I am going to post this story here, and every where else someone will listen until I get a call from the store or someone who represents the brand that still has vested interest and believes in doing the...