Grand Slam Pizza — Restaurant in Manchester

Great service??? Nothing could be further from the truth. We placed an order this evening. It took over an hour, longer than the estimate, but they were busy so understandable enough. The driver shows up and hands my son a bag - the steak tips we had ordered were leaking and the bag had a large hole in the bottom. It was obviously an issue. Food was falling out of the bag and my son was trying to catch it, while the driver stood there. Containers were falling on the ground. I brought a plastic bag to catch everything in. It was a mess. I asked about a soda that was missing, the driver said it was not on the receipt. My son showed him the receipt and he made some excuses and said he would come back with the soda and "whatever else had been messed up". My son had juice and grease all over his shirt. I brought the bag in and the container was on the bottom, dented, cover off and steak all over the bottom of the bag. My son called and the girl, after asking for a picture, said it would be remade but they wanted the ruined food back. Fine, I left it in the plastic trash bag on the floor. The fries were ruined, too. I was also missing a salad and bread. She kept making excuses such as they were busy and the kitchen was hot - yes, it is a restaurant. That is the way it works and is no excuse. I called back and the manager was rude. She was arguing with me and then handed the delivery driver the phone, even after he clarified what happened. I managed restaurants for years and I would never pass a customer off to an employee! I then asked for the general manager, she put me on hold for 10 mins. After calling back and getting hung up on twice I finally got a male manager who I could barely hear. I told him to credit me for the ruined meals and the items I did not get as I no longer wanted them and I told him he could have the bag of greasy steak and juice back. He kept telling me the driver had already left and he could not give me anything for free. I did not want anything for free! I merely wanted them to refund what I did not get and what they ruined - again, willing to return the ruined dinner. I got tired of arguing with him, especially since the rest of the food was cold (except the salad, that was hot). I took the "remade" food and returned the bag of greasy steak and juice and fries (literally, a plastic bag with the food and the ripped paper bag mess at the bottom). I have never had such a poor customer service experience nor dealt with such incompetent, poorly trained management. They obviously don't care about business nor keeping customers and I wasted $50 on a ruined meal. My son also has a ruined shirt. If this is "great customer service" then I hate to see what their idea of bad...

Well I keep trying to like this place but the food and service is not consistently good. When we order delivery or take-out, it is always a gamble if the order is going to be correct or if the order is going to be arriving Hot. When it arrives both hot and correct, this is a pretty good local pizza place to order from.

But I have had enough flops that it is not worth gambling taste buds or money, any more.

Examples: A pasta dish that was LOADED with diced tomatoes after I ordered and said, "NO TOMATOES", for a kid that will eat tomato sauce but NOT tomatoes (I don't know why) They could not just be picked out of the dish. No garlic bread with the order and there was something else wrong but I can't remember what. A pizza with mushrooms and extra cheese, to which they added onions. (again, kids and no to onions!) Seasoned fries when they were suppose to be regular. (THEY DO HAVE GREAT FRIES but the kids wouldn't eat them seasoned.) Missing sides that are suppose to come with the order. (that just pisses me off because you pay for the dinner and do not get it) The wrong sides with the order. ( I do not want your potato salad or your cole slaw when I say GARDEN SALAD)

And then tonight, the last straw:

I placed a simple order @ approx. 4:10pm. Was told it would arrive in 30 minutes. When 45 has elapsed, I called and was told it was on it's way. The driver gets here, I check the order. The dinner is missing a side. The driver said sorry. I asked what took so long. The driver said he started work at 5pm and as soon as he walked through the door, they pushed our order at him to get delivered because there wasn't another driver.. The Fries and Burger were cold, as was the BLT. I can eat a cold BLT, but fries and a burger cannot be enjoyed when they are COLD, by me or by my kids.

And to make it worse, we are barely 3 minutes away so I should have driven there to get it but I was tired and hot and just got in from working all day and had a crappy commute. So the 20% gratuity was worth it to me.

I was given a credit just once, for the tomato snafu, but that really does not do me any good when the kids are hungry, when I am hungry, and the order is wrong.

I still gave the driver his gratuity because it is not his fault and he wasted his gas to get here. But I am going to have to be desperate to order delivery from them again. (like desperate as in they are the only place open, or as in, it is a blinding snow storm and they are the only ones in town...

Long story short had the person over the phone placed the correct order this whole awful customer service experience could have been avoided! Ordered chicken Alfredo repeated order to ensure no broccoli would be included and still received chicken parm! Upon calling to explain the order was for my child who does not eat chx parm not only was I placed on hold but the order arrived an hour later and I was asked to send back the chicken parm! First of all of your asking for food back from customers during COVID-19 that is a violation of health codes! What are you going to do with the wrong food serve it to someone else! Secondly you made a mistake own your mistake and don’t be a arse about it! Before having received our order I called to ask where is was seeing as everyone else had already eaten except my child who’s order was incorrect! The person on the phone said “delivery driver has other orders” and hung up. Needless to say I was not available when the driver arrived and had already chucked the food in the trash so my daughter took her order and told the driver just that! The audacity of the lady who took my order to call me back and ask why I didn’t give it to him, she asked me to take it out of the trash and give it to him or she was going to charge my card! I told her if I received an unauthorized charge I was going to take legal matters, she then proceeded by saying don’t threaten me and we not process orders for this address any longer! As if I where to ever order from here again! Google needs to update their star ratings to allow zero when needed! Grand slam is everything but...