Mountain Mike's Pizza — Restaurant in Santa Rosa

I give Mountain Mike's decent marks on the pizza itself. There are lots of great specialty pizza options to choose from. On this particular outing we actually got two large pizzas and we split the toppings in half to get four different specialty offerings. All of them were pretty delicious and a great balance of toppings. However I give this specific location pretty low marks on customer service and operations management for this particular outing. I brought one of my kids in the car because they were desperate to get out of the house after being cooped up for months due to Covid. I thought there would be a convenient parking spot right next to the restaurant and I could just pop in get my pizzas and pop out. There are only three or four parking spots right next to the restaurant and they were all occupied when I got there. I still thought I could leave my kid in the car and then pop in and pop out but when I walked into the restaurant there was a line of about eight people. Turns out that most of them had ordered online like me and we're still waiting around for their orders even though they had arrived at the specified pickup time. The cashier constantly had to keep running into the back to check on people's orders, there was no communication from the back of the house or automatic notification on her tablet at the cashier station to let her know that orders were ready. That's a pretty obvious breakdown given how a pizza joint normally works. In the end it took me 25 extra minutes beyond when I was told when my pizzas would be ready to get them. And I wasn't even given a pick up time until I called the restaurant and asked. There was no pickup time on the confirmation email. I don't know if they were particularly understaffed that night or if that's how they typically operate and I know there were a number of extra families ordering for a local school fundraiser that night so maybe they were overwhelmed. I'll give them another try on hopefully unless busy night and write...

Ok not 1 star yet but it's getting there...Since I used to come here over the last 5 years the place has been going in steady decline. Customer service starts with having some staff on hand. As I'm writing this, I wanted to order some soda while I wait 15 min for the pizza I just ordered to go. I ring the bell and same guy who took my order comes out of the kitchen and when asked if there is anyone serving drinks, he flails his arms while saying "yeah, that's me, but I'm also making your pizza!". OK dude I get it that you're frustrated, but how is that my fault? What some employees don't get is that people not only pay for the product but also the experience/convenience. I can just as easily go to Oliver's and get a frozen pizza and bake it at home, no drama and half the price. So when merchants complain about Amazon, etc. they forget that customer service is becoming shittier by the day. So to Mountain Mike's management, I'd suggest you hire a top management consultant (me, for example) and turn around the business. I would suggest injecting the business with a surge in well-trained staff, running a marketing campaign to drive traffic at a discount for 30 days and capture and redefine your market positioning. I only charge $250 an hour, but you will realize dividends well beyond my fee. Your customer positioning, share and value proposition all need to be revisited. So, for more tips and expert business advice, you know...

We've tried numerous times to like this place. Pre covid we liked to eat in the bar area, but got tired of eating with the smell of bleach when they'd mop the floors an hour and a half before closing. We got a couple of drink chips a few months ago for them reopening the bar area so we thought we'd give it a try. The bar service was awkward, there was a lap top and office set up on the bar counter, and the dirty dishes that were on the communal table we chose, didn't get cleared away during our 45 minute visit. The service at the front counter was insane, the girl actually managed to pick up her phone and text while taking our order. She never made eye contact, never made a greeting, never smiled, and looked like she hadn't showered in a week. Every time the cashier had a receipt to throw away, she would ball it up, throw it over the counter, past the guest, and into an overflowing trash can in the lobby. Every person that went in to pick up their order was told it would be a 10 minute wait- and they each commented that order was supposed to be ready before they even got there. There was a man there who claimed to be the general manager. He seemed to care only slightly more than the front cashier, and he let the terrible behavior continue without a blink. This service was out of a movie or something. Completely floored. If I were the Chandis, I'd take my name off...