HotBox Pizza — Restaurant in Noblesville

You know what they say, fool me once, shame on you - fool me twice, shame on me. I should've learned my lesson after the first time we ordered from this location. We had ordered a pizza for our family that was visiting from out of town, hyping them up about HotBox's "dope" pizza (we were fans and ordered from other locations before) and after an hour of waiting, I call the location to find out that despite payment being taken out of the account and receiving an order confirmation email, our order had never been received and that "sometimes that happens." Our consolation prize for the hassle was a coupon for free breadsticks with an expiry date and that could only be redeemed in store. Shame on me for ordering again. Despite living in the apartment complex literally behind the strip mall this HotBox is in, we waited an hour and a half for our ONE pizza. We called after about an hour of waiting and were told that the delivery driver had left about 10 minutes ago, so he should arrive soon. Either homeboy had to go clear across the other side of town first before driving the half mile to get to our apartment or he got majorly lost, because he didn't come until about another 20 - 30 minutes later with our lukewarm pizza. HotBox offered no consolation prize this time around. We learned our lesson and from now on we know to only pick up our order in person. Picture of the distance between our apartment and this HotBox...

Tried to order before 5 to beat the rush. Got hung up on twice. So My wife placed an online order which said it would be out in 35-40 mins. After 60 mins I called and they said it would be another 35 mins. Then I said to cancel my order and manager said it actually just went out for delivery 3 mins ago. So I said don’t cancel. It somehow still took 35 mins to deliver and they didn’t bring the 2 salads we ordered(2nd time in a row this happened!). The guy said he would bring them back. Went to open the pizza box in the meantime and the pizza was a mangled mess. Looked like someone had put the box in sideways or something. I caught the driver before he left and gave him the pizza back. Also the breadsticks didn’t have the sauce. 2 hours later and now trying to scramble at 7 on a Saturday night to get a pizza. Of course all the other place are 60-90 mins for delivery now. This restaurant clearly has issues which stinks because Hot Box has great food. We used to live in broad ripple and order from that HB and never had issues like this even...

We ordered a big family deal for delivery. A couple items were missing from our order. I didn't catch it with the driver, so I called the store immediately and told them we were missing them. After a half hour of waiting, I called again. Was told they hadn't even left with them yet. Called a second time a half hour later and was told that the driver was out delivering but didn't know when they would be delivering it. Offered to call the driver.

This is unacceptable. It took over an hour and a half from the time we called to when we first called and when we got our missing items. Fixing a mistake your mistake should not be something you tack on to the end of the delivery route. It should be your highest priority.

And to ownership and management: You're ultimately responsible for what goes on. Stop hiding behind your employees and blaming short staff or untrained staff because both of those are your responsibility. There were solutions that could have been offered that would have prevented this from getting this bad. None were...