Jet's Pizza — Restaurant in Naperville

UPDATE My wife spoke to the manager, Robbie, the next day. He was very nice and apologetic. We got our money refunded for the order (that never did come) and he gave us a little bit of a credit for our next order. We ordered again a couple days later and the food was very good. There was one error with that order (we ordered 1 boneless and 1 traditional wings and got 2 traditional instead) but not a huge deal. Based on how helpful Robbie was and how good the food was, I wouldn't feel right leaving my review at 1 star. Because of the previous experience, I can't bring myself to give them 5 stars. But my wife and I were both very happy in the end. I know that being one of the coldest days in history would severely impact the delivery time for our order. But this was unacceptable. I first called to make sure they were open and delivered to our house. The girl i talked to said they would but i wasn't ready to order yet so I said I would call back. The first red flag should have been when my wife called 4 times and was hung up on all 4 times. I assumed that could be a technical issue so I ordered online at 5:45pm (at least that's when I received the confirmation email). At 7:45, 2 hours later, I called and asked for the status on my order. After being on hold for 5 minutes the girl came back and said my order had just left. I'm assuming they have caller ID and knew which order was mine because she didn't ask for a name or order number. After another hour, still no pizza and wings, I called again and recapped our previous discussion. The girl told me they only had 1 driver and he had 4 other orders that were with mine and she would call the driver. Another hour passed and I called again at 9:45pm, 4 HOURS AFTER ORDERING. No answer. No pizza. No wings. I checked my credit card and it was charged the full amount, minus tip. $45 later, my wife, at 10:30 pm, is making me AND my 8 year old son dinner, which we should have had delivered at least 2.5 hours ago. If I could give them -1 stars, I would. 1 star is too good for...

There are a lot of pizza places to choose from, and while taste is of course the first step in determining if you like a particular pizza, customer service, at least for me, is a very close second.

Sadly, while I like the taste of the pizza, I don't like it enough to be willing to sacrifice good, quality, genuine customer service.

In placing an order for a business function, I was proactive and spoke with the GM "Mike" the day before to plan out the order and the specific time I needed the order to be at our facility. As it was a large order, "Mike" had all the time in the world to talk to me, joke, and hear and promise to meet my specific and necessary timeframe of delivery for the next day.

Fast forward to the expected time of delivery and guess what? No delivery. Almost 20 minutes later was when we received our $150.00 order and after three attempts to speak with "Mike the GM", I was told he was too busy to take my call. I left a fourth message at the end of the day to no avail.

When I returned to work today and had not received a phone call by 12:30pm, I called and got "Mike the GM" answering the phone. Says he never received my message, as there is another Mike who works there. I spoke with various staff members as I left messages, and no one mentioned or asked which Mike. Apparently the size of the staff at this location is so large, that not one message got to ALL Mikes.

He offered excuses, barely taking responsibility and ultimately offered nothing in the way of attempting to keep my business.

While he asked me to "talk Jets up" while l was ordering my $150.00 order, I cannot in good conscience "talk Jets up". Business must be good for them because it truly appeared that my disappointment was of no consequence to them.

Look for another place to order your pizza, where good food and good customer service go...

My family usually orders from this location once a week. When I called today all the girl said was hello. Not where I was calling or anything else. I was told 45 minutes for delivery. She wouldn’t even verify my address, kept interrupting me while I was giving it to her. After 50 minutes I called and was told it would be another 30 minutes! When I said that’s ridiculous. You told me it would be 45 mins. She didn’t say anything. Silence. I said hello and she said I will get the manager. (Note I didn’t ask to speak to a manager) After 5 mins another girl came on the phone who at least had some empathy and was TALKING who said she will check on my order but doesn’t know how yet. Ummmm what?! She explains she has only been here 4 days and the other girl only 2. I started laughing at this point. Wait you’re the manager and you’ve only been here 4 days. She said no I’m not, I’m just like the last girl you talked to. At this point I asked to speak to the manager. I was left on hold another 5 mins. We’re at 1 hr 10 mins at this point since ordering and that’s when the pizza came. Which was expensive and we asked for light sauce and got no sauce. FYI jets you’ve lost a weekly customer due to untrained, rude staff and a manager who doesn’t...