Saugus House of Pizza — Restaurant in Saugus

Horrible customer service and business operations. It’s sad that I am writing a review over $4.50 dispute but I guess that shows you how this business is run. By the way , I order from this place all the time. The food is good. Never had a problem until now. And the way they are acting about customer service is plain sad. I ordered food last-night ( June 4) for delivery. I was told 20 minutes. 40 minutes later still no food. I call , she says 5 minutes away. I said “ no problem.” I know things happens and it’s a Friday night so they must be busy. Another 15 minutes go by. I call and say just cancel my order cause it is now almost 9:45 and still no food. ( btw - I live around the corner from the establishment). She says they will be there soon there are three deliveries out. As I’m on the phone , he pulls up. I say ok. He is here now and we hang up. We go to eat and I notice our order of nachos is missing. Again , not A deal breaker but I am quite annoyed at this point. I call right away. Driver couldn’t have been more then a minute away. I tell them. They say sorry. They want to bring out nachos. I said forget it. Your closing at 10 pm. I’m all set at this point anyway, can you just ask the driver to refund the money for just the nachos. They said ok. It’s 4.50. He will come right back. Well , I’m sure you’re not surprised but the driver never came back. So I call today ( June 5th ) and they are refusing to return my money. They said I never ordered nachos. I clearly did. And you charged me. If I didn’t order nachos then why would you offer to return my money and or food last-night ? So , They refused to return the money telling me they are “to busy to deal with this “And they kept hanging up when I called. I’m letting this go cause we are talking $4.50 here and this is not worth the aggravation to me. But the principle of a business doing this is so disgusting and unacceptable. So, unfortunately , I just wont order food here again, and like I said, I do like the food but I’m not going to continue to give them business. I’d rather spend my money at another small business that appreciates there customers. Oh and word of advice. Pay with a credit card. I normally do but I had some cash on me last-night and paid with that. Wish I hadn’t cause I would have disputed the charge with my credit card. Well, lesson learned for me. And hopefully, this establishment changes their behavior or else they are going to lose many more customers....

I was hungry for pizza and wanted to stop somewhere on my way home from Saugus so decided to try this place based on their reviews. I placed an order for pickup via EatStreet and received confirmation less than 5 minutes later that Saugus House of Pizza received and confirmed my order…Nothing fancy, just a small 10” cheese pizza. It would be ready in 20 minutes. I took my time getting there and even waited in the car a bit. After 30 minutes, I went in to pick up my order. The woman at the front was working on another order and barely acknowledged me…so I stood there. Another woman comes from the back carrying an uncooked pizza and puts it in the oven. She too barely acknowledged me, so I let her know I was there to pick up a pizza and gave her my name. She said, “I just put it in the oven.” What?! 😳 I told her I placed the order a half hour ago and was told it would be ready in 20 minutes. She shows me the order printout that was already taped to the counter and points to the time…Except, what she pointed to was the pick up time, which was over 10 minutes ago. She claimed “we just got it.” But that was a lie…They confirmed the order soon after it was placed. So I waited outside in my car for another 15 minutes. Did I get an apology for the inconvenience? Nope…Just a request for payment despite having already paid in advance 😒 I was hoping the pizza was AT LEAST worth the 45 minute wait…Not. It was extremely disappointing. I’ll never order pizza from here again and don’t recommend it. Had it not been for the poor customer service, I would have come back to try their latin dishes but, just like the pizza, it’s not worth it. There’s plenty of other places nearby that can provide a better...

I’m not the one to leave reviews but felt like I needed to.

I ordered a beans and cheese pupusa, which was a 6/10. However the only reason I decided to leave a review was because I sat and waited on my order. While doing so I realized NO ONE WEARS GLOVES. The person who rang me up, went from touching my card then cash because they have a minimum on cards. To touching the food without washing, sanitizing or putting on gloves. The lady who randomly came from the back with wet hands and no gloves removed my pupusa when told from what looked like the person in charge, and when she wrapped my food she used a previously used wax sheet. I was baffled. I took three bites from the pupusa for two reasons; I was starving and also to see if it was worth it, all that I witnessed. Frankly I don’t think they will get any business...