Abby's Legendary Pizza — Restaurant in Medford

My 86 year young Mom and I went here yesterday, after running multiple errands to order a 16 piece fried chicken and spuds for our family. I normally order 3 - 4 times per year and we have always been treated well, but this day it was different. We ordered just after 5:00 pm for an order to go paying cash. There were no customers in the restaurant and about five people were behind the counter prepping for Dinner. We placed our order and waited at one of their tables. After about 30 minutes I heard an order for Matt was ready, so we went up to take it home. It was much more busy at this point, and I could see spuds and chicken were being pulled for multiple orders, so I thought we were set. We waited a few minutes and were eventually helped by a young woman, who was I think was new, and tried to help us (I gave an extra star for her attempt to help). She looked on her order screen and went to check on it. She came back and told us that because there were multiple orders placed, we'd have to wait 15 minutes for our order to cook. I let her know that we ordered before anyone was sitting in the restaurant and that we'd like our money back. She went to talk to a co-worker at the pizza table near where we talking (young male, dark hair, but only on the top, covering shaved or thinning hair near his face). He asked why we wanted a refund and I explained the story again. He appeared bothered by the request, but eventually gave our cash back, which we spent at Morrtons and have always great food and service. A few questions.

Did Abby's Pizza get bought out by the same company that owns the Sonic brand restaurants? Employees were mentioning that in a not so positive way during our wait.

Why do your employees not wear name badges?

If you are going to forget someone who is waiting and asks for their money back, is silence the best way to encourage someone to come back? We will never go to any...

So, I normally give restaurants a lot of leeway before I consider if they've dropped the ball on an order. Tonight was one of the nights I felt like Abby's truly dropped the ball. I should note that it's 2020 election night.

Tonight I ordered a pizza at 4:30 pm, fully expecting the pizza to take a couple of hours to arrive because I knew that election night would be incredibly busy. I was quoted a 90 minute wait.

6:30pm rolls around and the pizza still hasn't arrived, and no word from Abby's. My husband tries calling to check on the status of the order. No one picks up. At 6:45 he tries calling again, but still no answer. Tries a third time a couple of minutes later. Since no one was picking up the phone, my husband drives over to Abby's to try and see if he can just pick up the pizza. He arrives there at about 7pm. My husband is told the order already left and is on its way. The employee also mentions that orders are actually having a two hour waiting time, and only apologizes after my husband mentions that the pizza was ordered at 4:30. We don't get the pizza until 7:45pm (3.25 hours after the pizza was ordered), and, unsurprisingly, the food was lukewarm.

The reason I gave Abby's two stars is because the delivery driver was genuinely apologetic for the wait. Again, I realize that election night is a busy night and orders are going to take a while, but a 3 hour wait time is ridiculous without any heads-up from Abby's, especially considering they didn't even pick...

Abby’s is not what it used to be. The last 5 or so times that our family has ordered from them it has been hit or miss. 1 our of the 5 times was it actually decent food. Out of those 5 times, we have gotten soggy, lukewarm chicken, floppy pizza and chips all at a temp that seemed as if it was cooked and then left dead on the counter waiting to be delivered. The prepacked ranch (Abby’s white sauce) is disgusting and tastes nothing like when they would actually put it into the disposable cups like before. Despite all of this, we decided to give it another try. I called and placed an order with an employee named Mirielle. Knowing that we do not care for the prepackaged white sauce, I asked if we could get ranch from the salad bar. The lady taking my order immediately sounded frustrated and said, “It is the same.” I tried explaining that it sounds silly but it tastes different and we do not care for it. I could hear her audibly huff/sigh and finally say, “I can give you a few this one time, but not as many as if you would just get the packed sauce.” At this point, I was feeling guilty for having them go out of their way at my request so I offered to pay extra. To which she replied, “It’s fine.” in a tone that did not sound like it was fine at all. I haven’t even received my food yet, and in all honesty, it doesn’t even matter to me what quality it is this time, I am officially done with Abby’s. We will choose another local business to support...