Crust Pizza Co. - Northpark Kingwood Place — Restaurant in Houston

I placed an online order tonight that was scheduled for curbside pickup at 6:02PM. I arrived a couple minutes after and clicked on the link to let Crust know I was there. I received a text at 6:14PM stating that my order was ready. After waiting about 10 minutes, I walked in to get my pizza because they were busy and I didn't mind grabbing it really quick. After waiting in line, I asked if I could pickup my order. The young man went back and checked and after speaking with some employees, let me know that the order showed as picked up or may have been bumped.

I let him know that I did not have my pizza and he apologized, re-printed my receipt and spoke to the manager about getting my order re-made. At this point, it was already about 30 minutes after my pizza was supposed to have been ready, but I thanked the man and waited for the pizzas to be made. After waiting another 30 minutes, I was told by the young girl at the To Go station that it would be 5 more minutes. After another 15 minutes, I asked the girl if I could please just get a refund and I would go ahead and leave. The manager on duty, Miranda, let the girl know to tell me to come back later for a refund because she was too busy.

I told the girl no, I did not want to come back, I wanted a refund before I left. At this point, I walked over to the manager and told her I understood that she was busy, but I had already been waiting an hour and did not want to come back for a refund. She at first told me she had already made my pizzas, but I did not have them and she could not find them so I guess they gave mine to someone else. She then told me that she had 100 pizzas to make and couldn't give me a refund at this point. No apology, no real care at all, I guess I was being a bother for asking for my money back since it was going on an hour and a half with no food. I started to lose my cool and let her know that I understood that she had a lot of pizzas to make, but I have kids at home that need food and I now have to go somewhere else. I only went there because it was spirit night for Woodridge, but I will never do that again. To end it all, she told me "Well I've already told you what I can do and if you don't like it, then I don't know what to tell you." I will never come back to this place again, except to go get my refund tomorrow.

I gave service 2 stars ONLY for the young man and girl that were dealing with many upset customers at the registers tonight. They were able to stay very level headed and were sympathetic to the customers that were having to wait. They did a great job under pressure and deserve...

Disclaimer: I’m very big on customer service. I’m an 80’s child and the first couple of jobs I obtained focused on this. I do realize that it’s not a main concern these days but I’m still going to share my dislike. I love this location and this was the very first time I was a bit bothered. Ordered the perfect combo, garlic cheese bread, a bowl of cucumbers, balsamic vinaigrette (to make my own cucumber salad because I didn’t want any lettuce), and a side of jalapeño peppers. When the order came out, we asked the young lady that delivered the food about the balsamic vinaigrette. She walked away and came back with the dressing and a receipt in hand and says “here’s your new receipt. The balsamic vinaigrette was 50 cents”. My husband reached for his wallet and says I had already ordered it and she says “oh it wasn’t on the ticket so I added it”. 1. You don’t charge a person’s card for ANY amount without asking. 2. Since we had already ordered it and didn’t know it was left off the ticket, that should have been communicated. Example: Prior to walking away from the table, “Sir/Ma’am, there is an additional charge for the dressing, do you still want it.” She would have known it was already ordered and then could have made an informed decision to bring some out or ASK for the additional amount. We even tipped at the counter when we ordered. That won’t happen again. We’ll tip at the end that way anything left off and added to the ticket can come from the tip.

Update: Went back on today (7/2/24) hoping for the best & we received an overcooked pizza. I wasn’t going to say anything but my husband decided to say something anyway. The reason I’m updating this review is because when it was mentioned to staff, the guy tried to tell us that it’s always cooked that way like it’s wasn’t our favorite pizza and we didn’t know how it has always come to the table. I found another pic under these reviews of the same pizza & clearly it was...

I Revisited your establishment (7/4/23) just to make sure it wasn't me on my first visit 2 weeks ago. Sad to say, it was not me. I waited at the register behind another customer. It seemed that the cashier (Heidi) was just flustered with the customer. She was physically making faces. She had to call for a supervisor twice because she could just not get it right in the system. The customer did apologize to me for taking so long ordering (10 min), all Heidi did was continue to make faces.

I'm up next, same deal. Doesn't know the register system and again needs to get assistance from a supervisor. Finalized my order and seated myself. Good timing on pizza and again great taste. Really the only thing bringing me back.

A blond teenager comes in while I'm dining. He sits at the back and is waited on hand & foot by Ainsley. No exaggeration, while I was there she visited his booth over 10 (ten) times. There were 5 other customers dining. We're lucky if we got 1 visit to our table from anyone.

1st time here. Dylan at the register. I advised him it was my first time. All he said was "grab a menu behind you and you order from there.". No welcome or explanation of how CRUST works. Had a personal Carl's. Asked for extra mushrooms & cheese (didn't get). Took a little bit to get my pizza. Once I got it, the pizza was great. Really good cook on the pizza and great taste. I saw a couple of employees walking around doing busy work, not once asked how the food was or if I needed something. Dylan did come back to my table to get my used pizza pan at the end. The place looks great. Like a fancy MOD. Difference, they serve alcohol. Service aside, I'll be back. As a native Chicagoan. The pizza is worth it. Wish they had Chicago style Italian sausage for the pizza. Maybe the do have it, but it was not...