Fresh Brothers Pizza Carmel Valley — Restaurant in San Diego

STAY AWAY!!

I live in Pacific Highlands Ranch where this business is located. I have experienced the worst customer experience. Basically, I ordered dinner on their website "freshbrothers.com" on Feb 14th, paid through my credit card and got confirmation immediately. I had guests visiting that night and we figured getting food from local business would be great as it will come quick. After getting confirmation, I waited 2 hours before got this call from delivery person that my order is cancelled. They told me that order was messed up and someone picked my order and they trying to figure out what to do. I waited with patience until they closed for the day and we kept waiting for our dinner which never arrived.

I had to make other arrangements for my family and guests as no one picked my phone that night to resolve the matter. Next morning, I called and asked to speak the Manager. Isis Webster listened to me and asked for time to look into the matter. I told her that things happen, please fix it as I continue to support your business regardless of our dinner was spoiled. She told me that she will call back in sometime.

No one called me back. Next day, I called again and asked for her. Her response "Oh! other manager never called you back. Let me look into this". Clearly, passing responsibility to someone else who was on duty that night. I said, okay I will wait.

Few days gone - No response. I called again and talked to her. Same response "Oh! no one called you back.. hmm.. let me send email to someone right now" She finally sent an email asking to refund me on Feb 16th and forwarded me that email.

Waited for few days as I got no replies and decided to reach to my bank and dispute this transaction on Feb 20th.

Sent an email again on Feb 23 asking for an update. Still no replies..

Sent another email on Feb 24 stating that you are making me follow up several times to get my money back for the food that was never delivered to me. Can I please ask why are you holding this money for the service that was never provided to me?

Still no replies ...

On Feb 25 - I called the business and no one picked. I sent the feedback to their corporate .. no response..

I decided to reach to them again asking an update and finally got a response that they have refunded the money on Feb 20th.. Well, that was the date when I disputed my transaction by reaching to my Bank.

I wrote back to them finally that I will make sure all neighbors are aware of this experience. I had to go through all this to get my money back for the food that was never delivered to me and for the service that was never provided to me.

This is worst customer service I have...

Update: the manager contacted me right away which is very appreciated and they obviously worked on a lot of improvements. New people hired at this location had made a huge difference in quality, presentation and definitely are now trained better on customer service. Thank you!

We’ve been regulars for a long time but I’ve been so disappointed lately. I keep giving this place another chance and it’s still going down hill. Today our order took forever (it was a brave decision to get a delivery again as all our previous deliveries were messed up one way or another). Today’s order took forever because despite a few calls past the promised delivery window, they finally told us oh it was probably delivered to a wrong house. Great. They didn’t offer to refund our money (seriously)? Just give us another 20 min and we will deliver. We ordered this pizza 1.5 ago and we are a mile down the road. When they finally showed up they brought cold pizza. Thanks. Other times they’d put the wrong sauce on or forget the side sauces I’d ask and pay for. The place is not as clean anymore either. Outside tables rarely get cleaned on time and can be sitting full of half eaten food forever even when there are no customers in site. When mask mandates were/are in, a few cashiers would keep them under their noses always. I just find them care less and less. I will have to find...

I didn’t have a good experience in terms of food and service. I placed an order over the phone at 11. Got there at 11:30. Stupid me, added another item when I got there when my food was already ready. Took another 30 minutes for 3 meatball sliders.

Only one person running the counter and back. So many customers waiting. A huge heard of students came in for lunch. They brought their own food and took up space to eat their lunch. Saw kids using the soda machine for free with their own cup. This place was too chaotic.

Please check your order because I didn’t and when I got home, my $9.99 lunch deal was missing a salad and drink. I also received 1 garlic knots not 3 and it was burnt.

To the owner, please hire more people if you can’t handle the volume. The long wait time and missing items was unacceptable. My fault for not checking. If I had eaten there then I would have noticed my missing items. Took me 30 mins to drive home. Was not worth the drive to come back.

I ended up with a personal pan pizza (pepperoni), 5 bone in wings (mild), 3 meatball sliders and 1 not 3 garlic knots.

The pizza was thin and crispy like a pita chip. It’s more of like a kids meal, worse than Lunchables version. The wings were small, the garlic knot was burnt. The meatball sliders were surprisingly the best out of all. Huge meatballs and you can’t go wrong on...