Five Star Pizza — Restaurant in Jacksonville

THIS WAS THE WORST EXPERIENCE I'VE EVER HAD WITH FIVE STAR PIZZA. I've been a patron of this particular location since the original owner, Mark, opened it. I also lived within walking distance (Willow Branch & Post St) of this location for four years and ate here once a week. I called to place a delivery order tonight for my overnight staff at my job, spoke to the manager and he agreed that he could, in fact, deliver to my work address. I explained to him that I'd placed an order before to this address, and received it. After verifying my address, taking the order, taking my card information, the order was placed. He didn't ask my name, number nor did he give me an expected delivery time. I immediately called back to provide that info to the young lady who answered. Still, no expected delivery time. After waiting approximately 40 minutes, I called back and asked about my order. The person asked for the name on the order. She placed me on hold and came back to say that a "refund had been issued to my card because thy don't deliver to this address..." Another young lady took the phone, said the same thing and explained that "any delivery that had come to my work address was a violaion of their policy and outside of their driving range." I asked, why didn't the MANAGER, when he asked my address and placed the order, tell me that? I was told that he'd called me to inform me of the refund, to which I replied, "he did not" and that my phone was with me AT MY DESK waiting for the drivers call. "Well, I saw him on the phone and assumed he was talking to you." Then hung up on me when I asked why the manager wouldn't take the call and explain that to me himself. Of course I called back. When they answered the call, no one said anything. I held the phone for 2 minutes, saying "hello, hello, hello." VERY POOR SERVICE! AND A VERY HUNGRY STAFF... WE WORK THE 11P - 7A SHIFT. Oh, and I checked my banking app, NO REFUND! Please make this right and get a new late night staff. Not FIVE STAR...

It's really unfortunate that I'm editing my review from 5 stars to 2. I love the Piezilla. In fact, I love it so much, I've probably had over 100 of them delivered over the past two years or so. Last night was my first dissatisfactory experience with the product. The pie was significantly under-cooked and the crust dough was unequivocally raw. But, that is not the reason for this review update; it's the customer experience that ensued.

I never complain or send food back, ever, and I dine out often. I spent many years in the service industry, and I know how finicky and pretentious customers can be when it comes to their orders. For me, if the food is bad or incorrectly cooked, I won't complain, I just won't return to that establishment in the future. The exception is with the few establishments I often frequent and hold in high esteem; the ones that know I'm a loyal patron and that I would never complain unless the quality provided fell far below their usual standard, as was the case here.

I called to let them know, and the only remedy offered was the redelivery of a new pizza (after getting special clearance from management). I'd of been happier with less, as they made it very clear, I must return the original pizza to the delivery driver in exchange for the new one. Fine, but it sucks that you have to trash an entire pizza just to prove some type of a point. I'd still have eaten it otherwise, but if I pay $50 for a pizza, I don't want to have to experiment one slice at a time in my toaster oven to have non-raw crust.

Anyways, there were no apologies offered and I just felt treated like some sort of a scammer instead of a long time loyal customer that always prepays online with at least 20% gratuity included. Loyalty matters, and I'll be taking...

Just had a really disturbing experience with an employee at this location. Originally I tried to order delivery through the online site and kept running into an issue with the address verification. Online sites have problems all the time, so no offense taken. When I called this location to make them aware of the issue, the young man on the phone sounded like he didn't genuinely care about the problem. This seemed weird to me from a customer service standpoint. Like I know the issue isn't his fault. I was just making him aware so he could tell the owner - something that I voiced to him so he didn't think I was upset at him for the glitch. The thing that ultimately disturbed me and made this entire interaction uncomfortable and unpleasant was when he was asking me for my card information, specifically the expiration date. When you tell someone March and then the year... Who asks you what the number is for March?? Lol It was sort of strange and then awkward and I couldn't help but voice who doesn't know the number for March. I wasn't rude about it, just sort of in shock because no one has ever asked me that before. I honestly thought it was a prank at first. In the card info process, he later sarcastically exclaimed that he was sorry he didn't know what the number for march was and that must be why he works for a pizza place. Then proceeded to act like nothing awkward had just happened and ask for my CVC. I was like nah man I 'm good. Very uncomfortable experience. Idk if this dude was just having a really rough and down day, or if he took my shock the wrong way - but the entire interaction made me lose my interest in ordering ever again...