Barro's Pizza — Restaurant in Phoenix

We've been at this location several times and never had a problem. But our last experience was simply terrible! We usually go at dinner time, this time we went around 2 o'clock, so most of the costumers were finishing their meals. We placed our order around the same time other two families did. We were given our order number and just headed to our usual table. We waited for around 30 minutes and still didn't receive our order. By this time our toddler was getting very cranky because he was super hungry and ready to soon take his nap and our newborn baby was starting to wake up. We were pretty surprised we had not gotten our pizza yet since it usually doesn't take more than 15 minutes to be ready. We went to check to the register, they apologized saying they thought they had given it to us already and made it again. When it arrived, it was the wrong order. It had been forever by then, so we went to get our money back and the manager was "polite enough" to offer a full refund and free pizza. But that politeness didn't last him long. He was super condescending making us feel like it had been our fault their cashier took the wrong order or mixed it up or who knows what. "You brought this order number, so I made you the pizza in that ticket". My husband got really upset at this comment and told him we had been waiting for an hour, and the guy got even more condescending saying "I have the time the order was printed here, you've been waiting for 40 minutes", he said. Which first, that wasn't even our order, so he could never know how long we were really waiting, and second, he obviously is completely oblivious of how time feels with a hungry sleepy toddler and a crying newborn. I don't think we are ever going back to this location. It was a very bad experience, and it really made no sense to be blamed about...

Does management even exist in this establishment?!! What a pathetic excuse for service on Halloween when they should expect it to be busy. Wouldn't you overstaff just in case then if it's not busy cut people??? Is that not how it works anymore??!! Really dude! I worked at a high volume pizza place by the beach in San Diego and holy spikole! what I saw tonight makes me wanna open my own pizza place and blow barros out of the water with how to train management and employees. Really doesnt matter how good your pizza is when the customer service is barely hanging on by a thread...do you even know what goes on in this restaurant??! You know there are alot of us out there who have been in the position of working a register, waitressing, working a line, managing a kitchen, running a restaurant, we can relate and be pateient; however, what I saw at this location is embarrassing for the guests and franchise along with all the employees below the existing management. Learning moments right here for everyone involved. Owners and Managers especially!! Maybe some staffing issues but I'm not sure you can play that card when you can see how many girls standing around the front talking with only each other who could have been helping the kitchen, the girls folding boxes but then getting distracted and giggling at the "cute guy" who asks for a free soda...wow dude! At least offer everyone waiting for 1 hour and 45 mins(that is no exaggeration you can check your footage) a free soda without having to ask. And then my order being called and the girl in the glasses with a skeleton sweatshirt being so rude...fake it til you make it or at least try, no??! I've been in your shoes....and don't forget your guests can hear you...

Went in here to get wings, had a chat with another customer asking if he liked his traditional wings. I ordered traditional mild extra crispy wings. The order came out as boneless. I went back in and said I wanted boneless by accident, and the girl at the counter said those are boneless, I said I apologize, I meant to say bone in. Manager came out and asked me what I ordered. He said did you say boneless? I told him yes, I accidentally said boneless but it wasn’t what I originally asked for. I literally came here to get bone in wings. Manager cared more about me coming in the second time and accidentally saying boneless rather than bone in. He tried to give the food to me for free, I said I didnt want it, I wanted what I ordered, he continued to double down on me accidentally saying boneless the SECOND time I came in. Why are we conversing about that? Just make the wings bone in, extra crispy like I asked, its not that hard. Every time I have been to this location it has been cringy as can be. Food service isnt hard. Even if I HAD made a mistake and said something different, I apologized and ask for the right...