Carlucci's Pizza — Restaurant in Grand Rapids

I have had mixed experiences here in the past. Months back I came here to pick up a pizza, and EVERY employee was outside smoking and I stood at the counter for like 3 minutes until a girl came out of the back room and asked me if I needed help. I said I was there to pick up a pizza, and some older guy with long white hair finally came inside and went right to cutting a pizza that had been sitting on the counter without even bothering to wash his hands. (GROSS) I got that pizza home and it was undercooked and doughy. Called and complained, and said I'd never had a bad experience there before. They remade the pizza, and when I showed up to pick it up 20 minutes later, EVERYONE was back outside smoking again except the nice lady behind the counter.

I decided to give carluccis another try just this past Halloween. (just last week) Ordered one of their large two topping specials, was told 20 minutes. When we got there, I walked in and was greeted by the lady behind the counter, told her my name and the bald guy behind the counter perked up and said "oh man I forgot it, it might be burnt. Do you want me to remake it?" I looked at it and it was definitely burnt and I said I'd wait for a new one (wasn't offered ANYTHING for my time whatsoever) Waited got my pizza and went home. It was decent and for the price I couldn't complain outside of just having to wait around.

Fast forward to tonight, (November 6th) I ordered another special and was told 25 minutes. I showed up right around the 20 minute mark, went in and told the younger girl I was there to pick up an order and gave my name. I CANNOT even make this up, the same bald guy goes "oh man I forgot all about it, so it's burnt - gonna have to remake it" and I said "wait, seriously you burnt it again?" the girl at the counter and I made awkward eye contact, and the bald guy goes "yeah I'm gonna just remake it quickly" and I said don't bother, we're leaving. This happened a week ago, same exact thing. I won't be back. "

To be clear, the food is amazing when cooked correctly but I can guarantee some of your employees are flushing your money down the drain and turning customers off to...

I don't typically leave Google reviews but I want to highlight the most incredible customer service. We order from here at least twice a month. One order in the past was a particularly long wait time in which I was met with genuine remorse and when I got home I called to let the staff know that it was well worth the wait as it was one of the best pizzas we had received from there. This evening I was told they were training a new cook when I called to make them aware of an issue with my order. I had no intention to leave my house due to the heat and me not feeling well but the woman I spoke with was kind and she remade my order and had it re-delivered to my home after I expressed I wasn't looking for anything and just wanted to make them aware of the issue. I handed the delivery driver the original pizza and he gave me a fresh one. I'm not typically one to call and complain, I just wanted to raise awareness for future orders. I always experience an incredible and friendly environment when picking up orders. This will always be one of our favorite local spots. Thanks so much for being kind, understanding, and always providing great quality food and...

Really conflicted about this review as their food is very good. We unfortunately had a negative experience recently where I ordered a pizza online for delivery, then after an hour and a half, the driver called and asked my address. It was a couple numbers off and in a different part of the city. I got him squared away and when the pizza arrived it was the wrong order. When I called the shop the first person I spoke with confirmed that in fact the restaurant had given the driver the wrong address and said they could remake and send the right order in an hour. When I said we’d eaten what the sent and that wasn’t a resolution, she turned it over to her manager who basically changed the story and said they didn’t give the delivery person the wrong address and weren’t authorized to do anything else but remake the order. THEN I got a call back saying they could refund if we “brought the food back” (in the midst of a viral pandemic lol) It was a real bummer as we typically love the food but this experience soured us on the joint. TLDR: good food, very poor...