Pepe's — Restaurant in Towson

Gross pizza and gross pizza making employee.

Been eating here over the last 15 years or so. Never really had any issues or complaints. Cheesesteaks are typically pretty good. Pizza had been good in the past. Decided to order one today.

Go to pick it up and stupidly don’t open the box to check it. Get in car, put it on my passenger seat and drive home…about 4 min at 30mph.

Get home and open the box and it was obvious someone dropped it or carried it sideways. The majority of cheese was off the pizza in the corner of the box. Grease EVERYWHERE.

This should’ve been my warning to have just gotten a refund but I called back, talked to a nice lady who said they’d make a new one. So now I had to get dressed up and drive back. I even brought the pizza to give back.

Eventually, the (I assume) “pizza guy” comes up front with my new pizza. He hands it to me and has the nerve to say something about making sure I carry it flat and drive slow. Are you F’n joking? As if I haven’t driven a pizza home 10,000 times before?!? He ran back behind the kitchen door but I showed him what I thought about his comment on my way out, through the glass. Guy needs to learn customer service skills.

Believe it or not, since their staff hadn’t dropped the pizza this time, it made it home looking perfectly normal. I mean it was still ridiculously greasy with cheese just slopping off when you try to pick up a slice, but def had nothing to do with my driving.

I’ve had their pizza before and it def was not this bad so I assume there’s a better pizza guy on other days. That’s what I get for ordering on a Monday.

Yeh, this interaction rubbed me the wrong way, as did the pizza. See ya Pepe’s. It’s been real. To the other staff and lady that helped me, you’re great. Just hope you hire better employees that don’t blame customers for their own crap pizza.

I’ll be staying away.

(Pics are of the “new” pizza though the way the greasy cheese just slops off, I prob should’ve just kept the original and...

This has been my pizza place for the past 3.5 years. There was one incident when my order for deliver (while I was so hungry) took more than 3 hours and the employee who took the order and messed up was RUDE. Well, I asked to speak to the manger, went over what happened, he assured me that was not normal business for them, took complete responsibility, and fixed it. By then, I had been a customer for a year, not a regular, but definitely not new. Well after that I stopped ordering for a while, but the pizza is soooooo goooood hahaha; so I caved. Well, it's about 2 years later, and it's still my delivery or carry-out pizza place of choice and I noticed the last time I went in how the customer service has improved. It usually is just blah - not bad - just "blah." However, I'm seeing efforts to be even better and I hope they continue :). Great pizza with great customer service, that doesn't sound like a bad business plan.

Update 6 months later: Whenever they are doing well enough, lots of customers, and get out of having an average of two stars for service, service drastically declines. Seriously. When they lose customers like prior, maybe service will improve again. If only they would be honest... if service is going to take an hour longer (2 hours total) just say so; don't lie about it and then start screaming at a customer... maybe this hiatus from them will...

I have never had an issue with the food from Pepe's, my issue is with their customer service. I placed an order online on September 9, the website froze and I had to put the order in again. Pepe's called me because my order went through twice to ask if I really wanted a double order. I said no, and asked if they could decline one of them, I was told the manager could do it and to just give it a couple of days. I waited a week, during that time my bank account was charged twice. I called back a week later and was told that they would pass the message on to the manager, and that they have been having issues with their website and this has happened with others. ANOTHER WEEK goes by and I have to call them back yet again to ask for a refund. This time I was insistent that I receive a call back once my refund was put through since it was now the 3rd time I had to ask for a refund. I understand being busy, but having to wait 2 weeks to get my money back (which was close to $40) and having to keep calling, is ridiculous and I didn't even receive an apology for the delay. I will take my business elsewhere if this is how they treat their customers. Word of warning since this is apparently a known issue, if you do get double charged, don't be patient with them like I was, demand your money back...