Palace Pizza and More — Restaurant in New Bedford

I ordered 2 Large pizzas, mozzarella sticks, fries, and a 2 liter of Mountain Dew as a phone in order. I was told by Mikayla the girl taking my order that it would take about 45 mins to 1 hour to arrive. I said that's not a problem I understand it's a Friday night so its bound to be busy. My order came about an hour later and the delivery guy was nice so I left a generous tip. After checking all my food I noticed that the fries were very soggy and not really cooked, and my box of mozzarella sticks was burnt together forming one big mozzarella stick that was completely inedible by any human being standards. This being the 3rd time I ordered from this particular location and having 3 problems consecutively one after another I then decided to make a field trip down the street to speak to the manager. I came in with the box of mozzarella sticks and immediately asked to speak to the manager, I was then greeted by a random girl who asked what is the problem. I asked her if she was the manager she said no, then walked away and then the manager walked over from the back and asked what the problem was. I explained my dissatisfaction in great detail and asked for the owner or store managers phone number and she was unwilling to give that info (understandably, but was hoping she would so my issue would be resolved). Clearly it went unresolved because otherwise I would have something good to say about this particular location, or my experience with them. The only options she gave me were to refund me only on the mozzarella sticks, or to remake the mozzarella sticks. I said that is unacceptable and that because I had to leave my kids home to come down here after the third time of this happening in a row of my food coming out like garbage that I wanted a full refund on my entire order, she denied that request. I then proceeded to tell her that I would be leaving negative reviews anywhere I can online - she was unphased by this and did not seem to care in the slightest that I just took my time to go down there, combined with the rest of my food getting cold. Cassandra (the manager) said that she wouldn't leave her kids home to go return food. I then explained that one of them was 18 and perfectly capable of watching the others while I went to take care of the problem. She gave me an attitude and was very rude. She was basically unwilling to do anything I asked. I said that before my food makes its way to my doorstep there's at least 3 levels of people that are able to detect and correct these problems before they reach the customer. I explained that there is the cook (whos name she would not provide, and lied to my face about knowing who the cook was when she clearly knew but did not want to give up the name), then there's her (the manager), then lastly, the delivery guy that brings the food to the door. At the very least the cook should be checking to make sure the food is made correct, and if it becomes an issue for that location that the management should be checking it. It's obvious that at this particular palace pizza location you are going to be treated like they don't need your business, nor do they care to correct the customer issues at the management level. They simply tell you to submit a complaint through the website. I didn't take that answer. So I said that as a manager you should know the customer is always right. She blatantly said no they are not always right, right to my face and at that point the rest of the staff looked at her like she was crazy and that's when I knew I wasn't talking to the right person to handle customer complaints. I called the Tarkiln Hill Rd location and spoke to assistant manager Chris who was understandable and very professional like I would expect to see from management at any level. He said that it would be taken care of and that I might be getting a call from the district manager. I have always been a loyal customer to Palace Pizza and for this location to have their operation managed by someone who is unwilling to bend to customers in any way is completely unacceptable from...

I was so disappointed in the customer service at this Palace Pizza location. I have been going to Palace Pizza since I could walk and never had any issues with the food or service. I even worked at the Dartmouth location for a short period of time as well. In Dartmouth the customer service was taken very seriously! I don't know what the owners were thinking when they hired the manager that was on last night (10/02/17) around 9 p.m. I know the owners take a great deal of pride in their business and this specific manager was not the epitome of customer service that's for sure. To make a long story short, I ordered a calzone and recieved a sub instead. Although they discounted the meal $10 for the mix up, when my boyfriend returned home with the incorrect order I called them to see if there could be anything done further since my order was not what I wanted. I called the store and was put on hold for 13 minutes! After 10 minutes I called on a different phone and then was placed on hold yet again. So I was on hold on two different phones waiting to speak with the manager. After waiting the manager came on the phone and explained that she could refund me for the sub which would mean leaving my house to return it or she could make me a calzone. I decided to have the calzone made but then I had to wait 30 more minutes to have it delivered! ( I live only 2 minutes away from Allen Street) What really made this whole experience unsatisfactory was the managers poor customer service skills. She had an attitude and when she was taking my order for the calzone she repeated back a "sub" instead of calzone.. then insisted that she didn't say "sub" and wanted to argue with me about it back and forth. She also emphasized GREATLY the importance of returning the mistake sub from my order. I know this is not how every interaction with Palace Pizza goes but I hope this situation is addressed and corrected. The way the manager handled the situation was just unprofessional and not at all how other mangers at Palace have handled issues...

I paid for my order w/ my debit card .. Took 2 hours and 40 minutes to get my food after the person answering the phone took my phone number down incorrectly and floor number ... So , apparently the driver came to the house and called the incorrect number and the person that answered the phone said they didn't order (obviously) . So , they brought my food back and mind you I had already called during the delivery after 1.5 hours ( on a SUNDAY ) inquiring about my food and was told it was on the way... I tried to keep a look out from the 3rd floor but I didn't see anyone... (The person that answered my call never thought to look at their caller ID and figure it out...????? They let the food sit.) I asked that my food be hot when it did arrive -didnt even ask for it to be remade cuz I get things get messed up from time to time... But no... The food still took an hour to get Back and it was cold and undercooked.. The dough of the calzone was raw and the greek salad was so so sad.. Called for a refund.. Was offered a store credit , declined and asked for my money back which was done ( we will see )... Anyways... Not worth your time , or money .. They weren't friendly about it or apologetic... Thats not good business . the calzone was a cold 2.5 hours old brick and the greek salad was mediocre and Im being nice. ALSO - 2 weeks later and still did not receive my refund... Guess they need to keep it so they can at least hire quality staff .

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