Brooklyn Pizza Company — Restaurant in Tucson

A good as their pizza may be, they just lost a customer. While no one can argue that the pizza isn’t great, but the employees have no concept of customer service and customer satisfaction. They are poorly trained, rude, arrogant and stupid. Friday, I had an appointment after work so I placed an order for a pizza 1 hour prior to picking it up. The young lady on the phone advised me that it would be ready in plenty of time.

When I arrived, I presented my coupon for $18.33, printed out from their website. I have been a lifelong customer of Brooklyn Pizza, however, my experience was one the worst examples of customer service I have ever experienced.

The cashier took my credit card and rang me through for $21.77. My estimate of the charge was $18.33 (coupon) + 7% tax =$19.61. When I asked her what the extra charge was, I received three different and ridiculous responses, one after the other, 1) "That's just the way the register rings it up", 2) "Our prices have gone up", 3) "This coupon is not correct and must have come from some other website", and finally, 4) "I don't know, I will need to get my manager".

My pizza was supposed to be ready at 5:10pm; it was now 5:20pm and I was still standing there. A second young lady came over, took my receipt and coupon and walked into the back claiming that the coupon was not theirs. My response was that she was welcome to look it up on their website and verify it. I watched her hand the paperwork off to a third person, a woman that was much older and appeared to be in charge.

Instead of following through with my issue, the cashier continued to wait on customers, the second young lady began sweeping the floors and the older woman was flitting around in the back, obviously doing everything but addressing my issue. To this point, no one apologized for the inconvenience or the issue and all parties basically just left me standing next to the register and ignored me.

After standing there for another ten minutes, I stepped forward into the register line and told the first young lady (cashier) to just forget about the mistake in ringing up my order and give me my order and that I was late for an appointment and could wait no longer. She turned and walked over to the ovens to get my order and came back empty handed. She now, after all this nonsense, told me that my pizza was not even in the oven yet and would not be ready for at least another 40 minutes, even though I had order over an hour and 1/2 ago.

At that point, completely outraged, I handed her back my credit card and requested a refund. This, of course, caused more nonsense and the involvement of three other employees and resulted in the wait of another 5 minutes after which I was handed back my credit card and informed that the "credit" for my order may take several days to appear back in my Bank account and that if that was the case, that it would be my Bank's fault and not theirs. I explained that I did not order the pizza from my Bank and that when they ran my card through, it went into Brooklyn Pizza's account immediately and they didn't have to wait a couple of days to be paid for my pizza. The manager and cashier just shrugged and handed my back my credit card and a receipt for the credit. No once did any employee of Brooklyn Pizza apologize for the mistake and inconvenience, not once did any of them attempt to comp me for my next order. In fact the never even returned my coupon.

Every employee at Brooklyn Pizza needs to attend a class in Customer Service and Customer satisfaction, both of which are concepts that seem to elude them. To the owners of Brooklyn Pizza: BROOKLYN PIZZA YOU AND EACH OF YOUR EMPLOYEES SHOULD BE ASHAMED OF YOURSELVES. I will never order another pizza form Brooklyn Pizza and I hope everyone that reads this post boycotts...

I have been ordering from Brooklyn for years because it's local and their crust is delicious. The last three times I've been have all been pretty horrible experiences. After the last one I won't be ordering again. We called and ordered a pizza (half cheese, half mushroom) and wings. They quoted a 35-45 min delivery time. After an hour I called to check because my boyfriend had to leave for work and wanted to eat before he left. They said a driver had broken down and that my pizza was ready but no one was available to pick it up for at least 15 more minutes. Why had no one called to let us know? Why was my pizza sitting and getting cold with no one to pick it up? She offered to comp the wings... Ok. Pizza arrives 30 min later. I get inside and its not only cold...it's half sausage. Call back and they tell me "The ticket clearly says sausage." I tell them I clearly ordered mushroom. They offer to give me free toppings on my next order. No thanks. Seriously is it too much to ask to get a correct order on time? Last time I picked up a pizza I ordered with chicken and I couldn't believe what I got. It looked like they had peeled the breading off off some fried chicken and sprinkled it on the pizza. There was no meat to speak of. Gross. Time before that they messed up the delivery and offered free toppings on my next order. How does that fix the situation??? I asked for a remake which they obliged but by then we had waited over two hours for pizza and they demanded I not eat any of the original pizza and give it back to them... Ew....

Not sure what happened to this place. I come here quite often but cannot ignore the decline in customer service here anymore. I ordered online and arrived on time but my pizza was not done yet. Even though it is advertised on the front page of their website that they offer delivery to your car when you're in their parking lot (contactless) the woman at the window absolutely refused to take the pizza to my vehicle. Why advertise this service if your staff is just going to make up their own policies anyway?

As far as the pizza...its ok. You can certainly find better elsewhere. I dont know what they're doing different with the pizza but it isnt as good as it use to be.

If you look through a lot of the recent comments there are many people complaining about the staff and service here. Obviously, management does not care to address these issues with their staff, otherwise they would do more than provide the same cut and paste reply to every negative comment and just hope the problem magically solves itself. Pretty disappointing that the owner cannot take charge of their own establishment and instead let the staff run the show, driving the place's reputation into the dirt. People support local businesses because they expect a better level of customer service and quality from their neighbors. You're not getting either here anymore, may as well just order from...