Cellarmaker House of Pizza - SF — Restaurant in San Francisco

I am writing to share a series of disappointing experiences that I was subject to with the staff at Cellarmarker House of Pizza over the past few weeks. I placed a delivery order for a pizza, beet salad and fried calamari through Cellarmaker's website, which came to a little over $80. That's definitely a premium price for pizza but the food and beer is normally excellent, among the best we've had in SF having lived here for over a decade. Unfortunately, our order took over two hours to arrive and we live just over a mile from the restaurant. When we unpackaged the pizza, it was cold, soggy, and the grease had congealed on the toppings. The salad was lukewarm from sitting on top of the pizza and the calamari had become soggy as well. It was unappetizing at best and kind of gross considering the oil from the normally crispy cheese crust had now started to pool below the pizza and through the box.

Apparently Cellarmaker does not actually have their own delivery staff but rather uses a white label version of DoorDash through Toast. This is not listed anywhere on the website during the ordering process. An hour after we placed the order, we called Cellarmaker directly to inquire about the status, at which time we were told that DoorDash has yet to pick up the food so it was still sitting at the restaurant. The food arrived another hour later. We called Cellarmaker back to let them know what happened and they simply responded that it wasn't their fault and that if we had an issue, we should take it up with DoorDash. We have no way of doing that. Nowhere in the receipt was there any indication that DoorDash was involved. No number for DoorDash, no driver name, and no way of modifying the tip. There is only a number for Toast, which is the point of sale system that the restaurant uses to collect payments. The Cellarmaker employee finally said that she is issuing the refund that night.

We didn't receive the refund and checked back after four days and again went through the same back and forth about DoorDash, and again this time the employee told us that they will issue us the refund and it should be done by the next day. We didn't receive the refund and we continued to check another time over the span of a few days, saw no refund and were not given any receipt. They just told us they were sorry, that they didn't know what to do, and that we should try back again.

We finally visited the physical store about a week later and the employees told us that there was nothing that they could do. They said they aren't responsible for what happens with DoorDash.

Normally we would have very low expectations for DoorDash and had we known that Cellarmaker was white labeling with DoorDash for delivery, we simply would not have ordered delivery. At an $80 price point for a pizza, side salad, and appetizer order of calamari, one would reasonably expect to receive quality food and a commensurate level of customer service.

We have had great experiences dining at Cellarmaker, we love their pizza and their beer is excellent, and we have recommended it to countless friends and visitors to San Francisco. Unfortunately, following this ordeal, we have lost all interest in dealing with...

The dim atmosphere and bland salads make for a fantastic place to fall asleep. We got the beat chicory and Caesar salad. The caesar was the highlight, they use tender kale instead of traditional romain and it really was good. However the chicory was thrown together with very little care and the jicama was the blandest I’ve ever had. It seems most of the ingredients were out of season and the rest weren’t selected with their seasonality in mind. Also underdressed and foliage pieces were too large to fit in any human mouth. The pizza followed suit. We got the supremo and Winter market pie. All of the ingredients were too large and clumsily cut. The supremo had these strange long green onion tubes which charred into an inedible card board. The fennel was a welcomed flavor but also had inedible parts that couldn’t be chewed, even with time. Whoever was on prep in this kitchen should consider a career in laying house foundations. The winter market also had this dairy based sauce dolloped on top which was unnecessary for an already rich pizza. The bacon pieces on the supremo were just the fatty bits which are fine but it’d be nice to have some protein as well. The only thing I finished was my drink, which is only because it was 6 bucks for a short glass of beer. I was surprised how good the reviews are for this place and how bad the one I’m writing is. The good reviews are people who don’t know food. I never leave reviews like this but I felt is was my duty to do so in this case. My advice for this place would be to simplify their pies and leave out any rich ingredients. Furthermore, the atmosphere could be improved with candles and better music. Also I reluctantly left a tip despite me doing all of the work through their QR code scanning system. The crust and cheesy edge were great, though this is the expectation for Detroit style pan pies. Just go to pizza hacker its...

I wanted to like this place but unfortunately they dropped the ball.

We walked in around 6:45PM on a Thursday evening. We were able to get a table, despite calling earlier and being told to make our reservation online. Sat down outside and placed an order, 10 mins in later and the salad and beverage came out.

Come 7:45PM(an hour later), a server comes out and lets us know its last call for the kitchen. We haven’t received our original two pizzas nor did anyone check in on us while we were sitting in the parklet. During this time there was only one interaction, i requested them to bring us some water.

By 8PM, it was getting cold so i asked to have our pizzas boxed up instead of plated and the same gentleman server walked out and mentioned we didn’t order anything else. I immediately walked in with our receipt to find server and back staff in confusion as what happened to our meal.

The server glanced at the receipt and stated they would bring it out right away.

A few minutes later a different server brings out our food, boxed, with a 4 pack of beer on the house and said they were sorry.

I get things happen and we’re all human, but this easily could of been avoided with communication and proper customer service.

Instead, there was cold communication and a reminder that the kitchen is closing without receiving our food and no remorse until they realized we didn’t get our food for over an hour.

We paid $82 ($10 tip was added before the dining experience) for a salad, beer, and two pizzas that we ended up being eaten in the car. They were lukewarm which makes me believe they were sitting in the kitchen the whole time.

I do appreciate the nice gesture complementary beer but there are plenty of good pizza...