Toppers Pizza — Restaurant in Rochester

UPDATE: The store marketing manager Kayla did finally reach out and after several days I did receive a voucher to replace the meal of my original review. I went into the store to redeem and staff were pretty friendly and accommodating while I waited. While I did get the food back to my house at a much better temperature than the original order it wasn't by much. My best guess is that the entire order gets started at the same time and the items in the fryer finish first and sit and wait for the pizza to finish its oven time. Giving hot an melty pizza but colder sides. I would recommend that Toppers try to time this a little better or invest in a warming oven for orders to stay hot in while it completes or put side items in the fryer when the pizza hits the over, not when it's getting the dough topped and prepped. Halfway through the cheese curds they stop stretching and you can break them in half isn't a great cheese curd. But they did make good on the promise to make things right.

Previous update: Taking rating from 2 stars to 1 star. The reply below is fake and a copy and paste with an email that no one responds from. I emailed them with my contact information and order information so they can make it right and nothing. Wasted my time lying about small business owners caring about customers. They can't even be bothered to make things right or followup on emails they requested from unhappy customers. OR the backlog of complaints is so deep they can't respond to recent complaints for several days. Either way be ware this is not a good business to deal with.

Original Review:

Order arrived 13 minutes late and cold. Cheese curds were solid, rubbery and batter peeling off of some, boneless wings were barely warm and breading was soggy and came off wherever there was sauce, the medium pizza's cheese had solidified and broke apart when pulling on the pieces with no part of it actually melted. It's 6 minutes travel time with both me and the Topper's location right off the highway there is 4 lights and almost no traffic at night. So being so late and the food so cold is rather strange. I can understand a backlog of orders delaying the delivery, but it should still arrive quite hot in 6 minutes. Taste was fine, but texture and temperature weren't acceptable so only 2 stars.

I rarely come away from ordering here feeling like they care about their customers. I've had late pizza before from them, but never this cold. I've even had them reject the online coupon for my order and have the driver charge me the difference at the door in the past without them explaining or even apologizing when I complained via the contact us form (they never respond so don't bother). The topperstix are the only redeeming thing about the location. Just really not...

• CAUTION* CUSTOMER BEWARE

Hi, it is rare that I will take the time to rate a restaurant this poorly. There are some experiences that are so terrible that they simply have to be shared.

I ordered at approximately midnight after a late night meeting for work, for pizza and wings to be delivered to our hotel.

The person on the phone took our order, and confirmed internally to make sure it was doable. (Their version of a classic with extra Italian sausage, cut in squares cooked well done.) They said ok we can, it will be there in 30 minutes.

50 minutes later I called and they said it was just leaving and would be there in a few minutes. 30 minutes later it's on the way and promised it was still fresh and hot and 7 minutes or less away.

17 minutes later we got cold pizza without 2x sausage and not well done or cut in squares.

It gets worse. When I called to speak to the manager. I was asked if this was Topher and I said yes. (They had my name and number from earlier calls searching for our food, and caller ID.) He HUNG UP. When I called back and again asked for the manager he said that's him. Meaning himself. I asked his name and he REFUSED to give his name and said that's none of my business.

When I suggested that as a restaurant owner I would expect my manager and any other restaurant manager to give their name, he gave the same answer. He then asked if I want a credit or a remake?

I told him neither, a refund and they can come pick up the cold pizza.

The unprofessionalism hit an all time high when I said to his disrespectful attitude that I would share this online and his reply was to threaten that they have my personal information.

I do own a restaurant, and was honest with him about it. I am appalled by his responses and would caution everyone to be careful with any restaurant whos employees get away with threatening you or your personal info.

Corporate needs to, and will be notified of this behavior to protect the public. If the employees ate willing to go this far, what do they do to the food before we get it is the first question I think of.

Please use caution and order from a place that acts respectfully, professionally, and has some common sense towaed customer...

Worst pizza place ever by far I ordered my food at 6 pm and waited outside for my food it’s 7:30 and I still haven’t gotten my pizza. When I went inside the first time the employees and the screen on the wall told me my food should be done by 6:40 pm but actually they never put my pizza in the oven at all so now I go in again every 10 mins and they say wait ten mins and at 7:30 and they tell me my food won’t be ready for another 10 mins. That’s when I asked for a refund and left. Worst customer service ever. I can tell the food is terrible just by the way they have 6 workers working inside and they still can’t get any orders done and out. I saw one of the drivers smoking weed or whatever it was out of a bowl type of object in the toppers car and in that moment I knew I needed a refund and that this place was unprofessional and filled wit grown men who are children. Who can’t do there job right I will be calling corporate about this situation because I waited almost 2 hours for a large pizza and unprofessionalism is out of control for this company to be this...