Royal Pizza Subs & Wings — Restaurant in Maryland

First and LAST time ordering from Royal Pizza, Subs and Wings. I was looking for a new place for pizza and saw a lot of positive reviews for this place. So I figured, why not? After this situation, I should've asked myself why even bother? From the poor presentation to unprofessionalism, I can assume that the good reviews were a bit exaggerated. I ordered a small cheese pizza, side order of french fries, and a greek salad. Who could mess this up? So I ordered the pizza around 6:50 pm via the online ordering system and was sent a confirmation email. In the email, it said that the pizza should be delivered around 7:30pm. Obviously, I know that time is an estimation so when 7:30 came and went, I wasn't too upset. However, as 8:00 approached, my food wasn't here and I decided to call. After several times of not getting through, someone [Masima] finally answers the phone. I explained to her my situation and she assured me that my pizza was 5 minutes away. Fifteen minutes later, the delivery man shows up. Much to my dismay, the pizza was cold and the fries frozen. THANKFULLY, the salad was okay. So at 8:18, I called the store back to express my satisfaction, or lack thereof. Masima, answers the phone again. I explained to her again what happened and her response was "That's a lie." Excuse me? So I ask her what exactly can be done and she explains that she would send a driver to pick up the cold food and have them return with new food. She further states that no refunds can be given without me sending back the food to prove that I didn't eat it. I told her that having a driver show up to my house empty handed to take back the food is unacceptable and something else needed to be offered. Ms. Masima did not budge with her offer so I requested to speak to another manager. She informed me that there was no other manager and put me on hold. A minute or two later, she gets back on the phone and I requested her name. She hesitantly whispers her name. I asked her spell it out for me and after maybe 4 attempts, I managed to get Masima from her.

I have several issues with my experience at Royal Pizza, Subs and Wings. 1) The delivery was late. I understand I am not the only customer but an hour and a half for 1 small pizza, fries, and a salad? That's a bit much. 2) The quality of the food upon arrival. Not only are you late but you bring me cold food. UNACCEPTABLE. 3) The lack of professionalism/ customer service from the business. The fact that Masima was so rude to me after my complaints, eliminated any future business on my part.

If there is a corporate office, I will be contacting them because this is simply UNACCEPTABLE, UNPROFESSIONAL, and...

I love how not only had my co-worker order a pizza last night that they forgot and brought the wrong order that took forever to get they did nothing to fix his situation or refund the money. Today I order food not knowing about the situation last night and the same thing happens. So it took over an hour to get the food , the wrong food was delivered, the manager or whoever took the order said I placed my order wrong however that is not what happened. I called back to resolve the issue they would not work with me. Then I asked for a refund they would not give me one. So right here is when I'm getting mad, none of the staff are trained to resolve this issue, they steal money because I never got what I paid for and they are rude. No I do not want your poor delivery driver to come out and exchange the food at this point I do not trust you give me my money back. Now that I'm hot under the collar about this I have to call my bank and stop the processing and even though that will cost me money it is worth it because "Royal Pizza" would not work with me at all and I NEVER got what I ordered then they refused to refund my money. Also, RP don't bother appearing sorry I know you'll post some crazy message making it appear as if you tried to work this out or say sorry don't bother just refund me and all will be well but unless you are refunding me you...

The company that I work for always orders pizza from here. We spend an average of close to $100 every other week. This past week our order has been messed up. We notified and the manager stated they gave us the wrong order he took note of the order, name and took down our number for a free pizza on them. This past day the company planned to order again that will include the pizza that is promised. Instead the person on the phone stated the manager who claimed to leave a note is on vacation and they will not be able to provide. We then explained what had happened but instead of trying to understand the situation, the representative instead wanted to argue with one of our employees on the phone. The person was very rude (and note we order big and always leave tip EVERY time). We have been a long time customer at this Royals Pizza place for years but today makes an end. Please check who you hire as your employees (Royal Pizza), very disrespectful on the phone. You have lost this company...