Jet City Pizza — 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...

SUPER Rude staff, i was picking up for doordash & as they were already 5 mins late to hand me over the food but when i tried to ask how much time it’s going to take the girl in the kitchen never responded and ignored me as she has airpods in her ears & then an elder guy (seemed like her dad) came upon with the order which was already there ready to go & when i questioned to why it wasn’t given to me before, he straight up told me not be an “Ass” & threatened me that he’ll complain to doordash about me asking a question. Never going back to this place to pick up food again. young kids operate the place, orders are always late than their prep. time. No greetings or anything doesn’t feel...

I am absolutely outraged by this place. If I had the opportunity to give them zero stars I would. I ordered pizza from them through door dash, and when the pizza arrived only half of both pizzas had toppings on them. The other half was absolutely bare. Come to learn that on door dash they purposely set it up so you can only choose toppings for half of your pizza(which you have to pay individually for), and if you want toppings for the other half you are charged TWO DOLLARS per topping. Other pizza places do not do this and this is an absolute scam for your money. Be cautious when ordering...