Ace's Pizza — Restaurant in Jamestown

I have never in my life left a google review however I had arguably the poorest customer service experience of my entire life at Aces Pizza. I called to place an order for pick up and off the bat the person who picked up the phone was speaking in a rude tone. I was trying to ask the difference in size between the small and the large pizza and for some reason, the guy couldn't understand my simple question. I asked how many slices in each and he said the had the same amount of slices so I asked how many inches each was and he said he was going to transfer me to someone else and then I heard him say to a coworker "this b*h is asking too many questions and I don't have time for this." The second person who answered the phone didn't have any better of an attitude and still had trouble answering my simple question, but eventually, I placed the pizza order along with a side of sweet potato fries. I know for a fact that I said sweet potato fries because I had been craving them all day and part of the reason we chose to order food here was because they had sweet potato fries on the menu. We finally pick up our food and get in the car and realized that they gave us regular fries so I went back inside and they refused to give me sweet potato fries unless I paid for them. As a business major, I was absolutely shocked that an operating business could have such disregard for the five key dimensions of service quality. They were not reliable, as I didn't get the correct food order. They were not responsive, as they were not willing to fix their mistake. They did not have good assurance, as they did not seem comprehend the simple question of how big their pizzas are. Most disappointingly, they significantly failed in terms of empathy because every single employee I spoke with throughout the entire experience lacked any understanding of basic human social skills. The tangible aspect, the pizza, tasted fine but it was such a low-quality experience overall that I will never get food...

I feel terrible for the young adults working here. It was so hot inside the pizzeria I question how safe it was for employees. There was no AC, portable coolers, I think there was a fan. They were way understaffed and were being crushed with orders. Their "system" doesn't work as every single customer had to come up and ask for their order while the order sat and got cold/soggy because the kitchen and front of house were not communicating what was going on with orders. nearly all orders were late and I watched well over a dozen people standing around frustrated waiting for orders placed well in advance. This is a staffing and management issue, not an issue with the employees themselves. The kids working were friendly and trying their best.

We were way overcharged for our food ($52 for what should have been about $26 and this was corrected after I realized it and talked the the staff). Next the "30 minute" wait was well over an hour for 2 calzones. I sat in the restaurant and waited, had to ask for them for my order and by the time I got my "fresh" calzones... they were frankly both very soggy and dripping what seemed like water. I suspect they actually sat there for quite a while despite me being present waiting for my order. Flavorwise, okay, fresh tasting veggies but...

We ordered online at 5:15 for 6:40-6:50 pick up. We arrived slightly early and didn’t expect the pizza to be ready at 6:35. But when we got up to say our order we were rudely told how “you ordered for 6:50 right? It will be ready then”…funny enough we come back at 6:55, still not ready. They say another 10. At 7:10 we come back, they say another 5-10 to which I put my foot down and was like cmon really, and asked if we can get some chips or something at least for our wait. This one girl then is like “hmm i don’t know” and after a back and forth we received a single one serving bag of chips for $120 order and being late by 45 minutes. Food was solid but the service was horrendous and just rude...