Supremo Pizza — Restaurant in San Francisco

DO NOT ORDER PIZZA FROM HERE!!!!

Let me first start by saying I work in the service industry and have really high standards for service. Eat24 and Ryan the customer service rep that I spoke to was wonderful and exceeded my expectations.

Everything was going wrong with my order. I ordered 10 pizzas for my staff of 30+ people. Their lunches are 45 min. and assigned ahead of time with the first lunches starting at 12pm and going until 2pm. I thought I would have plenty of time to get my pizza by the noon lunches as I ordered at 10:40 am. Even chose a different pizza place than I usually order from as it was one of the few that had delivery that early. It said expected delivery would be 30-45 min but I soon after got a text saying the restaurant confirmed delivery time of 12:10pm. Not ideal but I was ok with that timing.

I went outside at 12:00 to wait curbside for the driver with a cart. At 12:25 was when I first did an online chat with I think her name was Adel from Eat24. She called the restaurant for me and confirmed the driver was on his way. She also gave me a discount because I had to wait. She said the driver was in traffic and the restaurant was busy and they apologized for the delay saying he would be here soon.

Next I contacted Eat24 again at 1:00pm and this time spoke to Ryan and explained the situation. At this point my staff that had been promised lunches had to either not eat or buy their own food. My boss was upset and I had a large department full of employees that were disappointed. For most people in my department paying rent is a struggle and most are working 2-3 jobs, so you can imagine getting free lunch is a really nice thing for them. Ryan called the restaurant for me again and again they said that the restaurant told them the driver was stuck in traffic (there wasn't over an hour of traffic for the usual 10 min drive) and would be her in 10- 15 mins.

The lunch ended up not arriving until 1:30pm and the pizza was barely warm. The driver was apologetic and said traffic was bad because the Tunnel was closed. Afterwards I verified online that the tunnel was indeed open. According to google maps with traffic the longest route would have been 18 mins. I felt lied to and felt like I let down my employees. The one good thing of this entire experience was my interactions with EAT24. They were with me throughout every step of the way and even called me to follow up after the food was delivered. At which point they got my feedback that I didn't feel like the discount I was given earlier was enough to make up for the experience and service I received from the pizza place. Ryan was proactive and called the owner of the pizza place to see what more he could do for me. Honestly I felt like the pizza place should have done more to make up for their terrible service and outright lies but Eat24 did all they could for me and I will continue to be a supporter of Eat24 and tell friends and family to use it as well. Eat 24 is honest, reliable, and supportive service even when everything else seems to be going wrong. It is a wonderful app with great customer service reps.

Thank you for making this terrible day better for...

Firstly, I ordered delivery from GrubHub. Estimated delivery time was 25 minutes, but it actually didn't arrive until 1 hour, 45 minutes later. When I called to ask them if the order was on it's way a little over an hour after the order was placed, they said it should arrive in 5 minutes max - but it took an additional 40 minutes.

The pizza wasn't hot, but it was decent enough. I would have awarded 3 Stars if not for the following.. Tl;Dr: Never trust a restaurant that doesn't know the difference between cake and pie.

The chocolate cake I ordered was, in fact, pie. As a cake lover who usually passes on pie altogether, I was very disappointed with the discovery.

Please note the menu reads only "Chocolate Cake," with no description. So I called Supremo Pizza to suggest they change their menu to accurately reflect the nature of this dessert... a chocolate cream pie... so others in the future don't make the mistake. I wish I had recorded the conversation, because it was ridiculous.

Me: "Hi! I just ordered delivery, and I wanted to let you know the chocolate cake listed on your menu is actually chocolate cream pie." Supremo: "How do you know it's not cake?" Me: "... There's no cake in the dessert. It's chocolate cream pie." Supremo: "How do you know it's called chocolate cream pie?" Me: "Because I've had both cake and pie before, and this is pie."

He then proceeded to argue with me that the dessert was cake, simply due to the fact the supplier labels it cake on the box. So I described to him what makes a pie a pie, and what makes a cake a cake, and he still argued with me.

I had to remind him multiple times I wasn't calling for anything but to suggest they just change their menu listing to pie! Or at least add a description of the dessert - a chocolate cookie crust filled with chocolate mousse and topped with cool whip. (i.e. not cake... if we want to get really specific, it more closely resembles the definition of a tart, an open-faced pastry crust with filling.)

Overall, he was just quite rude to me, and all I was suggesting was a change of a word on their menu. At the end he offered to give me more cake for free with my next order. BUT IT'S NOT CAKE. DO NOT WANT. Literally just wanted a "Oops sorry about that, we'll fix our menu to better reflect the item."

But I got no apology, no assurance they'd correct their menu, nothing - but they did blame their supplier for labeling it wrong, which tells me no one there is able to discern the difference between cake and pie without someone telling them so. And also blamed me, for apparently not being happy with the "cake" they sent me.

I've included pictures of the "cake" Supremo sent me, and the images when you search Google for "Chocolate Cream Pie" and "Chocolate Cake." It's very, very obviously, Chocolate Cream...

The pizza's great--even excellent--as long as it's fresh out the oven. Otherwise (and these are the reasons what in my opinion is a 5-star product only gets 3 stars), what you're getting at Supremos is a slice that's been turning in the carousel way longer than any food item, especially pizza slices, ever should, prices that are on average a dollar or two higher than the other two pizza joints on 6th Street, sub-par service (once, my buddy and I waited for the length of an entire song on the radio for someone to serve us... And nobody came! We coulda robbed the register if we were so inclined! No kidding...), and a decor that brings to mind the need for a dedicated dishwasher and floorsweeper. Still, when it's 3 am and all the convenience stores and bars are closed and your tummy's rumbling, Supremos seems like a pretty good deal. If you stay on the side of delivery service, avoiding the physical shop altogether, you should be most pleased. Their recipe includes zesty tomato sauce, chewy but firm crust and cheese that somehow avoids oily sogginess even at it's worst. It's a shame that this potentially great food experience must suffer the indignities of a careless business model. My advice, stick to delivery service if you want to avoid haunting memories of...