Pieology Pizza Kaneohe — Restaurant in Hawaii

Worst customer experience!

TL;DR : I ordered 4 pizzas and 4 salads. An hour and 10 minutes later, my food still wasn't ready and I left with 1 pizza and 4 salads (still paying full price.) 'Management' on that shift had no idea what was going on. I left a VM for Kim, the manager, asking her to call me back. Never heard anything. Two weeks later we did receive a refund.

Full story: I ordered online (4 pizzas and 4 salads) and showed up 25 minutes later to pick up, as instructed. When I walked in, I stood under the "Online Pickup" sign and for a solid 5 minutes, none of the 6 (maybe more?) employees even glanced in my direction. I'm talking completely avoided eye contact. (Note: there were maybe 3 other customers in the restaurant, aside from the 3 people, including me, waiting for online pickup orders.) After 5 minutes, I got someone's attention and told them I was there to pick up my order. They explained to me that none of the online orders had been coming through, but that they would start making them right away. Frustrating, but I understand that glitches happen so I walked around the mall for 15 minutes, then came back. I asked about the status of my order and was told "they're finishing it up right now, it should be done in just a minute!" In the 15 minutes that followed, I saw no fewer than 20 pizzas made and given to walk-in customers. At this point, it had been an hour since I placed my order. Again, I went up to ask about my food and asked to talk to the manager. The young person who was filling the lead role that night was kind, but it was clear that they had no idea what was going on. I asked them to check on the status of my order and expressed my displeasure at waiting another 15 minutes and seeing 20+ pizzas being made for walk-in customers even though my order was put in more than an hour ago and still was not filled. The manager on duty apologized and said they would personally oversee the pizzas being made (at this point, STILL none of the pizzas or the salads had been made.) I waited another 15 minutes - furious at this point - and the pizzas still weren't done. Not long after, I left with 1 pizza and 4 salads, still with none of the employees seeming to know what was going on or how to run a pizza restaurant. Note: there were two other people that were waiting for online orders the whole time I was there. One of them, a door-dasher, cancelled the order and the other guy was still there after I left.

Before I left, I got the number for Kim, apparently the store manager's manager. I left her a voicemail that evening and asked her to please call me back the next week as it was the single most disorganized and frustrating customer service experience I've had. Crickets. No phone call, no text.

Two weeks later and I finally got a refund for my order (including the 3 pizzas I paid for and never got.)

The pizza was fine, but the employees and management were so disorganized and unhelpful that it completely ruined the experience. Even after the fact, if the situation had been handled better (if the manager called, if they gave us a refund and offered us coupons for free pizza), I probably would've been able to move past it. But the experience and the absolute lack of communication from management = we won't be back.

So....

I ordered 2 pizzas and the cheesy bread at 5:21pm, I was given a scheduled delivery time of 6:55pm. So I’m keeping track using their tracker right? Which says it’s a door dash delivery. Meanwhile, I get a text from postmates stating they’ve received my order and here’s the progress: link. So I’m checking that periodically, and notice that each time I do, the scheduled time just gets later and later (is that normal?) So, 6:55pm rolls around and I decide to call the store, to which I was told my “order must’ve been picked up because they don’t see it in their system, therefore it should be delivered shortly.” I’m also still periodically checking both trackers (completely confused), 7:21pm, still no delivery, so I call the store again— this time, after much confusion over my last name (that I spelt out multiple times) I am told my order is still at the store and has been sitting in the warmer. MY ORDER SAT IN THE WARMER FOR NEARLY TWO HOURS! When I asked what their protocol is in the event of this type of situation...the employee got defensive claiming “well it’s not our fault, the delivery person messed up.” Had I’d known this would have been the case, I would’ve just opted for pickup. The convenience was offered so I paid for it, you know? So then I ask, approximately when should I expect my order? And guess what? They had no time frame for me! “Whenever the delivery driver picks it up.” Mind you, I’m being extremely polite and understanding and CALM... I get it, it’s a third party delivery company, BUT... I’m still YOUR customer, and would you really want me to experience your product over two hours after it has been made? So I requested to just come pick up my order, specifically asking that they do not hand it over to the delivery person (once they FINALLY arrive). To which they agreed. Get this, we drive to the mall, and I get a notification that my order has been picked up! I’m annoyed at this point, it is nearly 3 hours after I placed my order, and an hour after the scheduled delivery time. And let’s be honest, I’m hangry now, and I could’ve just made dinner in the time that has elapsed, so I sent my husband in and he requested they make us fresh pizzas (no problem), and get this... it only took them 15mins. While I’m waiting in the car with my kids, the postmates driver calls me and is trying to find my house! Sis, you’re over an hour late...I’m sorry, but, I’m requesting a refund. Terrible.

Pizza was okay (a bit burnt underneath), and not nearly as good as the first time we tried it. I’ll likely order again, you can’t really beat their price for custom pizzas; however, for future reference— just...

Ugh... I love the pizza- do NOT order online. I ordered online and gave a good tip (never tip up front thonking it will improve service). I entered the store a couple minutes after my order was "ready." Initially not acknowledged and a group of 4 was in line ordering. Np. Several minutes later, they finish up. I am acknowledged and they will be with me in a minute. Np. Then things start going south. The ordee is not ready. There was a mistake- it will be another 6 minutes....well, ok, at least the order will be correct. Wait while several people behind me get their food, including previous party of 4. Ok, maybe getting a little grumbly as about 10 more minutes pass. Finally, ready quick ty for waiting- Np. Get home, take 1 bite and after all that, you guessed it, got the order wrong...moral of this story. 1. You will not save time by ordering online, 2. According to tge sign, I paid $2 more/ pizza online. 3. Watchcthem make the pizza- it would have been quicker AND...