Hilltop Pizza & Subs — Restaurant in Maryland

I ordered again from Spyro’s. This time I ordered crab soup, fries, a coke and three chicken cheesesteaks. One 8” with lettuce, American cheese and mayonnaise. One 8” with shrimp, provolone everything, no hots and extra fried onions. The last a 12” with shrimp, everything, lite hots, extra fried onions. The guy who took the order didn’t repeat it back which I found strange, but I paid with my card. The food came quickly and the delivery driver seemed nice. We'd had him before and hadn't had an issue.

When I opened the bag, I had crab soup, fries, a coke, one 8” chicken cheesesteak with lettuce and mayo, one 8” regular shrimp cheesesteak and one 8” regular shrimp cheesesteak with no cheese. Not what I ordered at all! So I called and asked to speak to a manager. A woman gets on the phone and agreed to send out the food. She gave the phone back to the same person who got the order wrong in the first place and he proceeds to retake the order and repeats it back as regular cheesesteaks. When I corrected him, I got “that’s what I meant.” So when I tell him one sub is supposed to be 12”, he tells me it’s probably going to cost. Weird to charge me for your error but ok? He puts me on hold and goes back to talk to the "manager" I originally spoke to.

I listen to the "manager", another employee named Brian and the cashier talk amongst themselves for three minutes about why I would be receiving two subs and how I would owe them an extra $4 for the 12” sub. Again, it’s weird to charge me for your error but ok? When the cashier gets back on the phone, I let him know I heard their entire conversation and that ALL of this could have been avoided if he had repeated the order on the first phone call. He basically told me I’d still be charged and we proceeded to agree that the food would be made and redelivered.

Ten minutes later, I get a call from Brian claiming there was some confusion about what should have been on the 8” sub. He told me he would make it to ensure it was correct. At this point, I’m completely turned off. For the second time, my order wasn't understood. I told Brian that the $4 charge being the focus of this entire ordeal wasn’t cool to me and as I’m explaining to him how as the customer, I shouldn’t have to pay for their error, he cuts me off. He loudly over talks me and says "You would have paid the $4 if the order was correct. I was going to give you a free piece of cheesecake, but I'll cancel the order" and slammed the phone down. He neglected to give me a refund timeline and the total that would be refunded.

I called back and asked the cashier to give me the total that would be refunded. I tried to explain that Brian hung up without giving me these details and that was not ok. The cashier begins to over talk me. I'm seeing a pattern here. Finally, I'd had enough of not being able to explain my issue. I'm foodless, out of money and dealing with an unprofessional staff. I told him the importance of listening to the customer. I AM NOT a believer of the customer always being right, but I do believe they should be able to explain their issues. This is how to avoid the same issues happening in the future. He told me that Brian told him that I wanted to cancel the order. I said, that's correct, but to hang up and not give me a refund timeline or total is a problem.

The cashier puts me on hold and consults with the "manager." He comes back and tells me they cannot refund my money today because there is no manager to enter the refund. He advised me to stop by tomorrow to work this through. Whattttt??? When I called back the first time and asked to speak to a manager, you put a woman on the phone who was supposed to be the "manager." Now there isn't one? You take my money, don't give me the correct food, put someone who isn't the manager on the phone, charge me $4 for your mistake, hang up when I try to explain my issue, over talk me AND YOU CAN'T GIVE ME MY MONEY BACK? How is this ok? Read the rest of the review on their...

Excellent menu (all my favorites), reasonable prices, fast service even though everything is made to order on the spot, and their gyros with tzatziki sauce are SUPER delicious! If you are looking for someplace close, convenient, and inexpensive with fast, friendly service, look no further. Hilltop tops 'em all. O.K.: It's been almost a year since I wrote this, and I've been back a dozen times at least since then. Not much has changed, except maybe the service has gotten even faster ( it was always quick ). Seem like I phone in an order, and by the time I find my keys, grab my hat, and head out to pick up my order, it's ready and waiting for me. Hard to beat when food this good is ready in no time flat AND the prices don't seem to ever change. So many places have had to hike their prices to stay ahead of all the difficulties we've all had to deal with this last 18 months or so, but not Hilltop: same great food, same reasonable prices, same convenient location. Find a good place, and stick with it, right? Update, August 8th 2022: I like to re-visit old reviews to keep them current. Hilltop hasn't changed much, unless maybe they have gotten even better and faster than I remember. Even though I usually only order from them once or twice a month, they still treat me like a "regular". Still delicious, carefully prepared, and quickly delivered, as always. I wouldn't change a thing! Best spot around, for my money. Try 'em. ...

Ok. Here I go. I normally use my name as Liulanda when I do my reviews . But on my other phone. Well anyways ok. I'm from wayyyyyy across town in Catonsville MD. I happen to do a Doordash pickup from this place. So when I was done dashing I say let me try this place. Honeyyyy let me tell you. The pizza was absolutely amazing 👏. I gotten a cheesestaek sub. 9" special. The sub was awesome. Im not use to the roll they use because it was kinda breaded but the sub overall was actually delicious. I needed a little more maynaisse and a made bit more onions. I like to taste my food. So all this to say. "IL BE BACK" 😆. I highly highly recommend Hilltop pizza &subs. The staff was very nice, the store very clean. I always look for that as well. I couldn't see them make my food but I truly believe they use gloves or just very good with how they handle food. I did let them know I'm a reviewer and this is my rating. An awesome A++±. lol . 10stars forsure. Thank you hilltop for your food,great customer service and delivering a welcome as my first time eating there. Try make a deal for your customers. If they spend over 50.00. Give them an extra oder fries,maybe a extra can some etc. That's how you keep your customers coming. Just a suggestion. So head over to hilltop pizza &subs. You will not be disappointed....