3rd Street Pub featuring Billy Bricks Pizza — Restaurant in St. Charles

This review is based on customer service. I never actually received the food I ordered. I wanted to try a new pizza place near my house and saw this place had a high rating. I clicked on the Elgin location to place an order. I ordered a Honey Love pizza and Mac and cheese which sounded really good. I got a call about 20 minutes after I ordered saying that the items I ordered were not available at this location. I wasn't sure what was available cause the online ordering menu on their website didn't distinguish what was or wasn't (because I checked back on the items I picked and it didn't mention a limitation) so I asked if we could just cancel the order. I was told it was on me to do and our call was ended. I fiddled around on my newly made account and could not find a cancel or refund option. I called back asking what I should do. They said they did not know how to issue me a refund because it was a third party service and they literally did not know what to do. The owner wanted me to contact the third party service..which I realized the number listed on the online ordering site was to in fact their own restaurant and had no way of knowing how to contact this so called "third party service" which name they actually never gave me. They kept trying to make it sound like they didn't owe me a refund or didn't know how to give me one as they "never had an issue before with this newly launched online service" and that it was on me to figure it out? Just was incredibly frustrating...and eventually later on I did get a voicemail from someone who was very nice saying that they were able to refund my money...which I'm thankful for that. But the whole experience did not make me feel good or feel that I could trust this business as everyone else I talked to, including the owner just wanted to get me off the phone without providing any real solutions or incentive for me to order anything else... I will not be using their website again and would urge before launching an ordering service that you make sure you know how it works and can take responsibility for it and that is represents your menu. Customer service really matters and stressing out new customers by blaming them for ordering items on your online menu that actually aren't available just...

Zero stars if I could. To say I am disappointed would be an understatement. My husband and I hired their food truck for our wedding. We were completely swindled out of thousands of dollars and received sub par service. The contact for the food truck created an elaborate story of how the truck was in an accident, repairs wouldn't be made in time and they would be sending a different team but no truck. I received this notice in an email during my rehearsal dinner. So upon opening my email the day of my wedding I had two options accept what they were telling me or not have enough food for my 200 guests. The "team" they sent was a trailer oven and two grumpy men. The pizza buffet we had prepaid for was one pizza at a time and my guests were waiting far too long for a slice of pizza. The "team" was unprepared and disgruntled. The following day low and behold their social media shows the truck that was "out of service" at a festival and another wedding at the time of our event. They double booked the night, plot, schemed, and set us up. We reached out to our contact and basically was told, "not our problem." I am still waiting to see an accident report four months later. Their reason was they have two trucks. Little did he know I had already reached out to one of their brick and mortar locations to find out if they had multiple trucks. It was confirmed by their own staff they did not have two trucks. I see on social media that their second truck arrived over a full month after our event. I too run a business and would never stand for this kind of practice. Disappointed and...

Food itself was good. Our server was okay, the issues were not anything she had control over and she was very kind given the circumstances. The problem began with our pizza coming out before our appetizers, and salad coming out very last(okay, it happens, no big deal)....But.... When it came time to pay, we were told "oh sorry we are not honoring groupon anymore". Our groupon was purchased less than one week ago. "Yeah they ended it last week. You will have to contact groupon for a refund." The groupon was the only reason we came here. When we asked about healthcare worker discounts (we are 2 nurses) she replied "2 for 20 pizzas, thursday and Saturday" ... "today is Saturday, can you honor that?" "No, sorry, you have to tell us before you ORDER". So now we have paid full price and (as we also mentioned to the server) that groupon doesnt offer refunds, just "credit" back to groupon account. Very upset that...