Lamppost Pizza — Restaurant in Reno

Let me start off by saying I have been getting pizza here every Friday night for the past 5 years+. The food has always been about average and not very consistent sometimes overcooked sometimes under cooked but that's to be expected. I know things have been rough for restaurants in the time of Covid and this one seemed to adapt by offering curbside pickup which I really appreciated and did not stop me from ordering every Friday night and adding a 30% tip to my orders. Last Friday night I made my usual order and when I offered to pay over the phone she said I could just come in and pay and pick up my pizza because they were now open. I then asked if I could still do curbside pickup because I did not feel comfortable coming in, she said that was fine just call when I got there and they would bring it out. Well I got there and I called and got another girl on the phone who said they were not doing curbside anymore and I would have to go inside to pickup my pizza. I said there is no way I'm going in there to get my pizza. The place was packed with no social distancing and I have underlying health conditions that could kill me if I got Covid. The girl then put me on hold and 5 min later either her or another girl got on the phone and said they were sorry they were too busy to bring out my pizza I said that was unacceptable and she said it would be at least 15 min before she could get it out to me I then said that was unacceptable and was very irate at this point I informed her that I had been coming here every Friday night for 5 years and that's over $1,500 a year they would not be getting from me any longer and I hung up on her. After pulling away and parking for a minute I cooled off and still wanted to give them a chance to do the right thing. So I called back and asked to speak to a manager after 3 or 4 min on hold the manager came on and I explained what happened, He said he was already aware and apologized for the employee and said he would be happy to bring out my pizza right now I went back and they brought out my pizza and I paid for it. by this time it was about 20 min after my pickup time and by the time i got the pizza home it was cold. It's always been mediocre Pizza anyways. The next week I ordered my pizza as usual but decided to have it delivered instead to avoid what had happen d last week. When I Gave my information the girl taking the order was very "Nice" on the phone almost going over the top trying to be nice but it didn't seem genuine. I paid for the Pizza and everything seemed fine but they didn't say how long it would take to get the pizza. About 15 min later Jay the owner called me and the first words out of his mouth were "We are not delivering your pizza" when I inquired as to why he said because it was unacceptable how I spoke to his employees and cursing at them. I told him first off I NEVER Cursed. I would never do that. and if anyone owes anyone an apology its me for how they treated me last week. I told him the whole story and added if they told you I cursed they are lying to you. he said he believed his employees over me. It ended with me saying that they really have lost my business of 5 years and I'm not apologizing for anything. They still Charged my card for the pizza that was never delivered and I never signed a receipt so I will be filing Fraud charges for that. I ordered a new pizza from Nik-N-Willies and I have to say the same pizza was 10 times better it was so much Fresher tasting so in a way I am glad this happened. I am a very loyal customer but once you do me wrong its hard to make up for that, and Jay the owner of Lamppost Pizza handled this all wrong.

Response to Jay's Response below. There isn't enough space here to write everything I need to in response but basically she is either lying saying I cursed because she doesn't want to get in trouble for telling me there was no curbside pickup or she has me confused with someone else. And in response to Jay saying I wasn't charged I have attached my bank...

Not happy at all. Firstly, I feel the order took longer than it should have, especially since when I ordered I was told by the manager that it wouldn't take very long. Secondly, I had to chase up my order as if they just plain didn't care how long I waited. Thirdly, when my order was ready it actually wasn't, someone forgot to start on the chicken tenders. I told them I had to take the food that was ready for my roommate and 4 year old son (who were both hungry) and I would be back for the chicken tenders. When I came back I still had to wait for the chicken tenders and the manager told me she had adjusted the cost of the meal removing the cost of the tenders, I said Thank You and left. On the way home something didn't seem right about the payment, since I paid with a debit card transaction that I used a PIN number with they cannot simply adjust the figure like they possibly can with a VISA transaction. I checked my account and there already posted was my original charge. Nothing was showing as pending from them. I called to get clarification which just made it worse as the manager stated the original charge would just drop off. IT CAN'T IT IS ALREADY POSTED! She then made other statements that didn't make sense to me so I requested she call me back with my original charge and the new charge. A few minutes later she calls back stating my original charge was $29.92 (it was actually $34.77) and my new charge of $23 and some change (I don't recall) would be charged to my card. She made no sense to me so I said forget it and hung up. Today I called to speak with the store manager and the person who answered said they were one of five managers and no one person was in charge. After finding some information that was written down at their end she stated that a refund was going to be applied to my card for the original amount (I'll be interested to see if the credit is $34.77, as it should be or $29.92, which was not my original charge) and could take 7 - 10 business days to show up and the other charge of $23 and something was charged to my card. Nothing is showing against my account one way or the other right now. I now have to wait 7 - 10 business days to find out if this all works out. This manager then also stated that mistakes do happen. I can accept a simple mistake happening every now and then but how they are corrected becomes the issue. Proper information must be given to the customer explaining how the correction will be made, this did not happen in my case, I still doubt it will happen how I have been told. Giving me the choice would have been better. Most likely I would have accepted a simple apology and maybe a voucher for a free side on my next visit. Now I have to wait for up to two weeks to see if this issue is resolved. If not I have to go back to them to get it sorted properly. All I know for sure is they will be waiting a lot longer than two weeks before I return to order food from...

If I can rate less than one start I would! I don’t usually write reviews, not a fun of it. But after having an experience like this I just had to make the time for it. I normally don’t trust reviews and ignore reading cause u never know. Now I regret not reading the reviews! It does match with what I experience and worse!! 100% real review wrote by me. And the owner should really pay attention to these reviews and fix the problem because you become a 2 star pizza place.

I came here with my finance to have a nice thin crust pizza extra crispy. When we got the pizza it wasn’t thin crust it was very thick. I never eat thick crust therefore, we asked for thin crust. We told the cashier/waitress that we wanted thin crust. She took the pizza back and said no problem we can make another one. Few minutes later someone from the kitchen came with the same thick pizza saying sorry we can’t make another one because the cashier is saying that you did not order thin crust. Of courses the cashier did not tell the truth. I was so in shock to see that he is arguing with us saying that we did not order thin crust instead of appologizing and make it right. Fist of all u don’t bring a pizza back once taken!! It is not hygienic! Second of all the customer is always right and to keep your business you should trust what the customer have to tell u. U don’t say the cashier is right and u are wrong. How rude is that and unprofessional??? This is the worst pizza place I’ve ever been too!! The owner should be aware of their employees and teach them how to behave and treat a customer. Save your money!! if u want a good pizza go elsewhere. It is too pricey and it wasn’t good either. They tend to mess up a lot and keep your money for...