Tony Boloney's - Jersey City — Restaurant in Jersey City

Not one for posting bad reviews online, but honestly Tony Boloney's deserves this one in hopes that they can improve from it. We ordered a pizza last night at 11:55P with the delivery time at 60 minutes. We live 4 streets away, but it was late on a Friday night so you have to assume they're busy and cut them some slack. After about 15 minutes the order was accepted and the delivery shifted from 12:55A to 2:10A, which is absurd considering it was one pizza for them to deliver 4 streets away. When the delivery time shifted I called to check in to see if that was accurate. The woman who answered the phone put me on hold briefly and came back a few minutes later to reassure me that it would not in fact take 2 hours to deliver and that she just had to put that to be safe. Fast forward to just after 1:00A, I called again to check in to see if there was any progress. The same woman answered and put me on hold to go check the progress, but never came back and left us on hold for 15-20 minutes, not even kidding. Finally another employee picked up the phone, confused, and we again asked to check on the order. He said it was on it's way and that it would be there in 5 minutes. Another 30 minutes go by, still nothing. Call back for a final time and am told that it should be here soon. Finally around 2:15A (nearly 2.5 hours after ordering from 4 blocks away) the pizza arrives, and guess what? Not only is it cold and hard by this point, it's not even the correct pizza. We ordered a 12" Moonshiner and were delivered a classic cheese, which is also about 40% less expensive than the Moonshiner. Crazy that they had over 2 hours to get it together and they still got the order wrong.

Mistakes happen - I get it. Wanted to give them another shot because we heard great things and really wanted to try the Moonshiner, so we tried calling today to order for pickup because we'd learned our lesson with delivery. When we called we were told that they wouldn't take any orders for the next two hours, even if I came into the store and got it to go. Coincidentally, the restaurant we ended up ordering pickup from was across the street and when I walked by, they were, of course, serving guests and delivery folks were standing at the counter to pick up orders. Multiple attempts and miserable service both times. Save your time, look...

BUYER BEWARE! The pizza is good, but the service is questionable. I've placed delivery orders with them about 2 or 3 other times with no issues. However, there was an issue with my most recent order. AFTER I had already placed my order and received an order confirmation email, I received a call from them explaining that 1 of the items was no longer available and they wouldn't be making anymore for the night. I was told that they would make an adjustment to my bill though. Several days later and it hasn't yet happened. As a matter of fact, the charge for the unadjusted total went through today so I called the shop and was advised to email their regional manager, Tom. Still waiting for a response.

After reading some of the other reviews from folks who have had similar experiences it looks like I won't be hearing back from them or getting a refund. If that's the case, I definitely won't be ordering from them ever again and will advise others to beware. Unless and until there's some sort of resolution I'm giving them 1 star.

Update: The email I sent to "Tom" bounced back, so I forwarded it to Mike who responded to some of these older reviews. So far no response.

ETA 2/22/2022: I misspelled "boloney" in the email address so apparently my email didn't go through. I re-sent my message to the correct address and will give them till the end of the week (2/25/2022) to respond.

3/13/2022 Update: Got a reply to my email and was told a refund would be issued. Never got the refund and never heard anything back. Gonna report it to the BBB, which I know won't actually do anything but at least they'll be a record of my complaint. It wasn't a large amount, but it's the principle of the matter. I'll never order...

Mr. Baloney, I just wanted to say thank you for not only providing quality pizza, but also considering those among us that are not able to consume gluten for one reason or another. Your establishment is one of the few I have found in the Jersey City area that not only has delicious standard pizza, but delicious gluten-free pizza as well. My partner has celiac disease and most gluten-free pizzas are nowhere near the quality that your restaurant puts out. Every Wednesday is pizza night in our home, and we have never had any problems with contamination (even a small amount of gluten can upset her stomach) and the pizza we order each week is always hot and fresh. We normally go to the JC location, but even when we go to Atlantic City for a weekend we know where we can order from for safe and delicious food before a night of fun. We salute you, Mr. Baloney, and appreciate your dedication to quality cuisine.

Edit:

I have left 5-star review here somewhat recently, a few months ago, praising this establishment for its amazing gluten-free crust which was of a much higher quality than every other pizza place on this side of the Hudson. Sadly, it seems they have downgraded to the "standard" cardboard-esque gluten free crust we have grown so accustomed to. I am revising my previous 5-star review to a 2-star - the price of the gluten free pie used to be justified as it was the best around. But now you're just paying more for the same pre-packaged stuff you'll get at any other pizzeria. Would not recommend their new...