&pizza — Restaurant in Maryland

I received a delivery request for UberEats @ 8:31pm last night, 3 pizzas from &pizza Pike & Rose (North Bethesda). When I got there I was told by a female employee that my order was already being made and to wait outside due to the long line inside. There were a lot of people outside also waiting for pick up. The other people outside who wanted to order in store were being told to order online instead and wait outside. 20 mins later, the female employee handed me 2 pizzas, I let her know that it was supposed to be 3 pizzas and showed her the order on my phone since she was confused. She said that they missed the 3rd one and still need to make it. 9 mins later she came back out without any pizzas and asked around who they were picking up for. I then asked how come only 2/3 of my pizzas were ready and she said it was because they were having a lot of technical difficulties and that the last pizza on my receipt didn’t print. She said they were also short staffed.

Another 10 mins passed by, most of the people inside had already left the store but I still didn’t get the 3rd pizza. No one outside had gotten their orders either. But none of the employees were making any pizzas, so I decided to walk in the store to see what’s going on with the pizza I was waiting for. People picking up an online order were being told to go to the order area, so I got in line there, instead of the pick up area (there were at least 5 people waiting in the pick up area).

The first guy in line, who had been waiting longer than me and was asked about the name on his order over 4 times by the female employee, still hadn’t gotten his order. After he told the male employee who was making the pizzas the name on his order, he started looking through a pile of receipts they had on the counter. THEY HAD AT LEAST 15 ONLINE RECEIPTS ON THE COUNTER AND NONE OF THE ORDERS WERE BEING MADE UNLESS SOMEONE GOT IN LINE AND ASKED FOR THEIR ONLINE ORDER! On the of that, you can see them scrambling and getting lost with all the receipts they had sitting there. The guy had waited over an because the female employee couldn’t find the receipt they had printed out with his name on it. While this is all happening, the female employee, after saying they were short staffed, proceeded to go in the back and stayed there for about 15 minutes completely disregarding any of the customers requests.

When it was finally my turn to speak to the male employee, I told him that I only received 2 out of 3 pizzas. As I was finishing my sentence, he cuts me off with a “I said how are you doing?!”, even though I had already greeted him with a hello before. I then replied with "Not good because I had been waiting over 30 mins just to pick up.” He then replied with a snarky comment “well i’ve been here for 8 hours.” He made that remark in front of several other customers who were also shocked that he would say such a thing. In disbelief, I replied saying I don’t need him getting smart with me. The female employee finally came out of the back and started backing up the male employee, repeatedly telling me, “You can leave...you can leave now.” And I asked her, “So are you just not gonna give the customer the 3rd pizza that they ordered?” And then another (nice) male employee in the pick up area was trying to ask me about the order that I was picking up for, but then the guy that had made snarky comments jumped in and said “nah bruh...she good” (essentially telling him that I don’t need to be helped). The female employee kept telling me to leave but I told them I wasn’t leaving without them giving me the rest of the order.

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I've never experienced customer service this bad before. I ordered delivery from the Pike & Rose store through the &pizza website and they sent the order (through DoorDash) to the wrong address. I texted their 20003 customer service number and they offered to put in another order and send it to the correct address free of charge.

I waited 30 minutes and got a call from the Doordash driver who said that they didn't have the order ready, or in the system and that the manager was refusing to rectify the situation. The manager was rude to this poor driver, who then tried to put her on with me to work it out. The manager was also rude with me on the phone. This is customer service 101 - if you send food to the wrong address, you offer to make good and get another order out ASAP. I had two small children waiting 2 hours for dinner. The manager didn't want to hear it. The DoorDash driver told me he's never had a manager flat out refuse to fix a mistake. Even DoorDash's customer service tried to call the store to fix the situation and they couldn't get anyone to pick up the phone.

I will never order from this company again. I'll also make sure my company never puts in a catering order with &pizza (which is a shame because they offer a wide variety of vegan options).

Nobody on &pizza's customer service is on the same page. The company wants to handle everything by text. The customer service line doesn't communicate with the stores and the stores refuse to communicate with their DoorDash drivers. Nobody wants to actually talk to a customer on the phone.

I don't blame the shift workers or the rude shift manager, this is a failure of upper management to train their employees on how to provide customer service. Relying solely on text for customer service is a terrible idea. Also, if &pizza as a company is too cheap to hire their own drivers and outsource this labor, the least they can do is treat these drivers with respect and communicate with them, not shift all the blame on them when something goes wrong.

Stay away from &pizza and find a different different shop. This company needs to take a good long look at it's...

I've been to a few &Pizza locations, and generally speaking, I like them a lot. I think the portion size is good for the price (it's approximately one large meal or two small meals, for ~$10). There's a variety of toppings, and it's flat-rate, so you could get all of them if you wanted, or try a totally different combination every time. If you like your pizza simple, then &Pizza is probably not for you... the real value is in the toppings. The soda fountain has an assortment of great flavors unique to &Pizza (no Coke or Pepsi products). This specific &Pizza raised concerns with contamination. There were printed recipes being used by the employees on the food surfaces. I assume these were orders placed using the app, listing everything they wanted on their pizzas. Even assuming the paper and ink are food-safe, is the inside of the printer sanitary? Are employees being careful to only touch the printer and paper using gloved hands? I saw one pizza set directly on top of its recipe, and saw the recipes placed on food surfaces multiple times. Other places can handle custom orders without printed paper touching food... this is not appropriate here. Also, one employee was wearing a glove on one hand but not on the other. This would be fine if the employee was careful enough, but I watched the employee handle non-food items with the ungloved hand, then handle the same items again with the gloved hand, contaminating the glove. The employee then used the gloved hand to reach into the final toppings, contaminating those as well. There were tongs resting in the bins with the toppings... I don't know why they weren't used. This employee was the one taking payment and delivering the finished pizza to the customers, so it's normal for them to touch non-food items as part of that role. The obvious solution is to have the employee wear gloves on both hands and to replace the gloves after touching any non-food item. I ate my pizza anyway, it was good, and I don't expect to get sick from it, but a public restaurant should not be making these mistakes. I have not noticed these issues at other...