Herb & Fire - Celebration — Restaurant in Grand Rapids

As an Uber Eats delivery driver, I just had a frustrating experience at this restaurant that I feel compelled to share. I was picking up an order that included 2 adult pizzas, 2 child pizzas, and a side salad. After providing the name for the order, I ended up waiting over 30 minutes — not because the entire order wasn’t ready, but because they had made the adult pizzas and then let them sit while waiting for someone to make the child-sized pizzas.

What made it worse was watching other orders come in after mine and get prioritized and sent out before mine was finished. As a courier, my time directly affects my income — the more orders I can do, the more I make. Standing around for 30+ minutes for one order costs me real money.

To add to that, I had two understandably frustrated parents messaging me on the app, wondering why their food hadn’t arrived nearly an hour after they placed their order. My customer satisfaction rating — which impacts my ability to receive future delivery requests — may now take a hit because of how the restaurant managed their ticket flow.

In my opinion, orders should be made in the order they’re received, not just based on what’s fastest or most convenient for the staff. I hope the restaurant reconsiders how they handle delivery orders moving forward — especially when they’ve already committed to a third-party service...

I normally really like the food from this modern wood-oven pizza place. The pizzas are crispy, you can get unlimited toppings on choose-your-own pizza, and their cheesy flatbread is to-die-for good. Tonight though, I had a very bad experience with rude staff. I ordered online and when I got there the clerk INSISTED I was at the wrong location. The other location is over an hour away - I'd never call or order from there. I tried to tell the clerk this but she became even more insistent. She never checked for my order, and she didn't look at her computer. I had to show her the app confirmation on my phone and then she finally got my order. Getting my drink was another ordeal (I almost walked out). Thank god I didn't close the ordering app right away, like I usually do. I even told her when I walked in that I was probably early. What got me angry wasn't her mistake- it was her insisting that I "had the wrong location" and her implying I was stupid. That really...

I wish I would’ve taken a photo of what they claim is a margarita pizza. It was watered down sauce on bread with a couple slices of mozzarella and a few basil leaves. I have worked in pizza and I would’ve never sold this, especially to a known first time customer. Everything was sliding off the pizza like it was almost dropped being taken outta the oven, which wouldn’t be hard to do since I got water with a twist of tomato for a sauce. I walked back to the store and told them I didn’t want tomato water bread. The manager was less then nice. There was noI’m sorry, or an offer to remake it, I did say I wanted a refund but that was due to her off putting body language that screamed “idgaf”. After she gave my my money back she said “just so you know, that’s how we do it here”. As a manager at a restaurant myself, I was shocked by the lack of presentation and lack of customer service skills displayed at this location. Maybe...