JET CITY PIZZA NEWCASTLE — Restaurant in Newcastle

I wanted to relay to you my experience this evening with the Newcastle location. I would like to preface this by saying I am a long time customer. I even worked at this location in 2003.

I ordered, through what I thought was the website. It turned out to be some 3rd party called slice. I ordered a large beer butter crust, pepperoni and bacon for delivery. The total came to approximately $30 with the tip and $5 delivery fee (is the fee a slice thing? We never charged a delivery fee when I worked there). What I received was a large mighty meaty.

I immediately called the store to let them know. I was given to the 'manager' Adrian. I let him know that they messed up my order. It happens, I know. I used to work there. He offered to remake the pizza but wanted to put me at the end of the queue of current customers which would have made me wait an additional 1 hr +. I asked him if he could just remake the pizza and put me at the front of the queue. He told me he couldn't do that but instead offered to give me a refund for HALF of what I paid. I don't know how things are run today, but when we screwed up an order we made it right away and got it out.

I was stunned that they would only refund me HALF of what I paid for a product they never provided to me. When I questioned how that could be possible and he claimed that they were under new management and that was their policy. When I asked who the 'store manager' was (because I couldn't believe a store manager would treat a customer like that), he said it was someone named Sergio.

When I asked if he was there, he said 'yes' and then quickly changed his answer to 'no'. I am assuming Sergio was there and just didn't want to talk to me. After telling him how unheard of this was to charge someone for a product that was never delivered, he finally said he would refund me the whole amount but required me to take a picture with my phone and text it to a number he provided. Which I did.

An hour later they send me a text telling me that they can't refund me and I would have to contact Slice for a refund. I did this, thank God their customer service was good.

I can't imagine this is their policy on how to deal with customers. It certainly wasn't that way when I worked there. It is sad that a 17 year relationship with this company has ended this way. I would advise that they either correct this errant behavior in their managers or change their policy if this is indeed how they plan to treat...

I have never eaten from this location before but this chain definitely seems consistent with their product. Tastes very fresh and very good quality every time I've had it no matter where it was from. What more could you ask for?

Judging by the day I visited, this place appeared to be run by a family. The man who finished my order (I assume) maybe it was like the manager or the owner. He was very nice and helpful.

I ordered three pizzas size 16 in. which is their biggest size. Two pepperoni and one combo.

The pizzas were ready by the time they said they would be and since I came back to pick him up from getting groceries and my arms were full , and I had my young child with me , they carried the pizzas out to my car for me.

Purchasing and ordering was both a very easy process and I chose to do it in the store.

We don't live in the area and I was purchasing lunch for a crew but if we did live in the area I would definitely visit again!

Considering the quality, this was definitely worth the price!!! Also, I love getting to support a local business owned chain, rather...

Our family loves having pizza delivered from Jet City. The crust has an excellent crunch and satisfying chew. They use a thoughtful amount of sauce and cheese and spread the toppings so evenly. We love the ease of ordering through the website (esp if you need customized orders) and having it delivered by their employees.

Recently, their delivery folks went above and beyond for us - we were stuck in gridlock weekend I-90 construction traffic and anxious about getting home in time. Sure enough, we were 10 minutes out and the driver calls from our doorstep. I explained the situation and told them to just leave it by the door and we’d be there soon. We arrived to a handwritten note on top of a tidy pizza warming bag by the door. The note said they were worried our dinner would get cold so left the bag and that we could call them to come get it or drop it by whenever it was convenient for us - and to enjoy our dinner! It was a small gesture but such a kindness to come home to piping hot pizza after a stressful day with super hungry...