Ed's Buffalo Wings & Pizza — Restaurant in Philadelphia

After a colleague recommended them to me for lunch, I placed an order with them online around 10:30AM for a 12:15PM delivery.

I live 2 miles from them and when the website permitted me to enter my address for delivery, I surmised my address was within their radius and that I would receive my order. I received my web and e-mail confirmations, and no phone calls within 10-15 minutes after submitting, so I figured I was good to go!

An hour or so later, I received a phone call at 12:02PM (13 minutes before my delivery would've been delivered) informing me that I was not within their radius and that they would need to cancel my order.

Disappointed but still diligent, I asked the person who called me why their website didn't reject my address before authorizing the purchase and allowing me to believe everything was fine for almost 2 hours. They told me that it's an issue of which they were aware yet have not resolved for some reason.

I ended the call dejected; however, then realized how truly poor of a customer service experience I had received in general. Why did the phone call come so late? When I placed my order, I was only online order #2 according to my confirmation page and e-mail. I fully understand and appreciate being busy as a restaurant, especially considering their location in a college area and it being the latter calmed down days of the pandemic; however, they simply had ample time to realize that I was not within their delivery zone, especially if inaccurate address permissions were an issue they've had in the past. They should be checking their online orders frequently to make sure they're not getting unfulfillable requests. All in all, despite making lunch due to the time constraints I had today with work, had I found out earlier, I could've ordered something for lunch from another restaurant instead.

Not only why didn't their website prevent me from adding that address, but also if they were only just then at 12:00PM looking at my order for a 12:15PM delivery, they fully expected to be rather late. Regardless of which POS web service they're using or have built, there exist POS systems that allow blackout times or extended wait times for busy times of the day. That being said, giving them the benefit of the doubt, if they were originally planning to be on time and just called me when they were about to leave the restaurant to deliver and realized I was out of the radius, that's actually worse! That means they prepared the food without seeing where I lived first, knowing they've had this issue in the past.

I don't have a car since I live in the city and personally have no need, and taking public transit or a ride share to pick up my order for which I'd already paid a delivery fee and tip makes no sense, so when they asked me if I'd be able to come pick up my order, I understood but was still shocked considering I'm only 2 miles away. Had they given me the chance since if the food had already been prepared, I'd've even agreed to pay a little more for delivery to get this one order and then know I could not order from them moving forward.

I am not upset at all about not being in their delivery radius; I have food at home and can stand to lose a few pounds. I am not even upset about my money being in the ether for a few days waiting for the transaction to reverse. However, what I am truly upset about is the extremely poor UX and customer service experience I had, and I hope that either others are wary of this restaurant due to my experience or this review urges the owners to prioritize mending their UX and customer...

It has been 15 years since I have been to Ed's but despite the time I still think about this place. Its your average, run of the mill pizza shop in University City but to me its so much more. In 2008 I visited one day when I was a freshman in college for lunch. For whatever reason, to this day I still don't know why, the owner of the shop took a liking to me. Maybe it was because I clearly wasn't originally from Philly or maybe he was just being nice, no idea.

Anyway, in his broken English he waved me over to join him at a door that led to the basement. Skeptical, and certain I was descending to certain doom, I followed. I couldn't have imagined what I saw next... rows and rows upon rows and rows of shelves filled with huge jars of hot sauce. Again in broken English, the owner told me "Everyday I make the sauce, by hand. It comes down here until I'm ready for it. That's how you know its the good stuff." He then handed me an Ed's T-shirt and patted me on the back.

At least twice a week I would go back and order the boneless "wings" in his homemade buffalo sauce. Since I left the city I cannot for the life of me recreate the flavor of that sauce. Maybe its nostalgia or placebo effect, but regardless he served the best pizza and wings I've ever had from a pizza shop. I'll never forget the kindness of the owner and his staff. I hope it hasn't changed despite all the changes the city has gone through since I left. This restaurant holds a special place in my...

I’m not normally one to leave reviews, but after the experience I just had after calling I felt it necessary to share. Prior to even receiving my food I began having a bad experience with Ed’s Buffalo Wings & Pizza. I called because I ordered through DoorDash and there was no drink option. (Not sure why they wouldn’t add that to their app menu...) Wanting to continue spending my money with the establishment I called and explained to them that I placed an order but that there was no drink option and that I would like to order through the phone if they had any at the restaurant. I was met with aggression as the person was immediately irritated that I would ask that question and proceeded to say I could only add a drink to my order over the phone if I was willing to charge a minimum of $5 to my card. This was frustrating seeing as I had already spent way over that amount with the restaurant when you include the extra fees added to your order when you purchase with an app. I explained this to the person and he quickly expressed that since I ordered through the app there was nothing he could do and nothing he was willing to try. The whole time being incredibly rude and not keeping customer service in mind. I even brought this up to him, and he dismissed my comment.

If you’re looking for accountable and respectful customer service, try not to call.

I’ll add more to the review after I...