Master PizzaTropical — Restaurant in Lawrence

Made an order at 10:25pm through UberEats. The app said the order should arrive between 11:00pm-11:20pm. Once it was 11:19pm, I decided to call Master Pizza to see what was going on. The person who answers is a woman who said she was waiting for another driver to pickup my order. This is the thing: MasterPizza doesn’t use Ubereats drivers to deliver food, but rather they use their own. That being said, I said okay I’ll wait. I would also like to note that I’m cognizant of the ongoing issues in the restaurant/food industry where there is a lack of servers and delivery drivers. Well, 12:00am rolls around and I decided to call once again. I let the lady know that I no longer want this food since it is not safe to consume (It’s been nearly two hours since my order and almost an hour since my last call) and would like a refund. She responds in a rather condescending tone and tells me that that issue is no longer in their hands since the food has left their restaurant. This was now an ubereats issue. She then also called me “señora” (btw I’m 24 yrs old y’all) clearly as a jab. While speaking to her both times, I heard countless phones ringing off the hook…which I assume were also people calling about their late orders. She then ends the call by hanging up on me mid-sentence. It’s 12:10am and the delivery driver arrives and hands my food nonchalantly. No sorry or explanation as to why it took so long. I check the food, it’s cold as hell. If you want to order food from here, stay away this place they do not care about their customers or quality of food. Had the restaurant actually cared about my health or anyone who was to consume that food, it would have not left the restaurant the time it did. It’s a health inspection fail...

The only reason why I give them two starts is because the Pizza was good. I can’t complain about the flavor.

Their customer service on the other hand... horrible. We made an order on their website, we ordered three medium pizzas and a County Club that costed $2.50. The website didn’t clarify how many onces it was. But we figure that it was a 2L because of the price.

When the delivery man got here, he hands me a 12oz. I was so confused and explained him that I was expecting a 2L. Even he found the order weird but he was just following orders. He tells me that I have to call the store which I did.

When I called the store the person that spoke to me wasn’t professional at all. I explained to her that I was expecting a 2L because of the price, and she told me that the order was made online and that everything was correct according to their system. I explained to her that the website was not clear about the amount and that it was a bit too much for 12oz.

At that moment, I gave my aunt the phone and she told the Pizzeria’s employee that she didn’t want it any more. She told my aunt that she already paid for it.

Which is completely understandable but she didn’t try to find a way to make up for their mistake, because it wasn’t our fault. It’s their website and they should work on it to prevent this type of mistakes in the future.

As customer service employee I have to find a way to accommodate our customers and find a solution to the problem at hand. They didn’t offer any type of apology they just hang up the phone without saying anything about it... I just so...

I hate leaving bad reviews anywhere but definitely save your time and go somewhere else! I ordered on the app around 830pm I knew I was gonna have to wait but I was okay with a decent wait time like 30-45 mins maximum an hour. I literally even called to make sure they got my order cause I’ve ordered before and had to wait an hour cause they had never even made it . Went to pickup near 930 the lady said 15mins, I was like ok I left for about 20 came back and then she said 10 mins. So then I ended up just waiting inside at this point it’s like 1015 and she’s still telling me 10 mins, Finally got my food after 2 WHOLE HOURS. We didn’t event get much we got a sandwich, chicken fingers, and mofongo then a churrasco plate was missing completely I paid 25$ For it so I wasn’t gonna leave it I had to call to go back again. Lost my whole appetite the only reason I stayed it’s cause I paid online and there was no way of going back.

Point blank just get something...