Farmtruck Pizza & Greens — Restaurant in Virginia

Stopped by and ordered & paid for a couple of pizza for my kids, drove from Chantilly to Ashburn to realize that one of the pizza boxes was empty!!! I am wondering how could have this happened??How someone at this place can give customers empty boxes? Mistakes happen and I totally understand that! I tried to call this place to give them an opportunity to make this right. I literally called 20 times to get a hold of someone! Then someone picked up the phone and after I explained the situation, he said “We are really busy right now and my manager will call you in 2 minutes” which never happened! Then it took me another 10-15 tries to speak to someone again, then finally the manager. First of all, she absolutely didn’t care nor had any remorse. She kept saying “We are really busy, come back to the store or we can give you a credit”. I asked her if they could deliver the second pizza since I am 25 minutes away (Ashburn) but she kept saying the same thing “We are really busy, come back to the store or we can give you a credit”. Try to explain that to your 4 year old kid!! Then I requested to get a refund for the pizza I never got, she took my card information and literally hung up the phone on me!! I worked in the restaurant industry for 14 years and this is definitely not the best way to keep the customers happy, especially if you’re the one that messed up the order to begin with!!! Tried to give them opportunity to make this right, but the manager...

Messed up my order, called store 12 times with no answer, had to go back into the store only for them to mess up the replacement order. In total it was a 1.5 hour ordeal and the only apology I received was a buy one get one coupon. The food is not worth the awful service. Do not show these people any respect because they will not show you any. Never eat here.

This is my second review because the restaurant replied to the first one asking me to email them details to make it right and they blew me off three times.

UPDATE Got in touch with the restaurant management. They asked me what happened (even though it's right here in the review they referenced), so I responded asking them why I should spend more of my time on this to help them. The disrespectful and unprofessional response speaks volumes as to why all the negative reviews from this place has to do with the quality of the people working here. Definitely a top down problem.

So Farmtruck or Gusto's or whatever you want to call yourself this year to mask the stench of your past failures, since you asked for my help - here it is: fire all your employees and start from scratch . . . or just close your doors because you're not meant to be in this type...

I ate here for the first time today for lunch. I can't have dairy and eating out at various places, people have always made mistakes or didn't realize something had dairy in it until it was too late. Here, however, the gentleman helping me told me what had dairy in it (diary-free cheese, crust, and sauce). After he put my pizza in the oven, he said something to the cashier. Later, when I asked for the basil pesto drizzle the cashier asked the first guy if there was dairy in it, which he said there was and they didn't serve it to me. This may sound really trivial, but so often people don't know, pay attention, communicate, or don't care. The fact that they communicated that I couldn't have it and didn't just ignore it is a big deal for me and I really appreciate the extra second of effort to make sure I didn't get sick.

By comparison, they have better prices than Mellow Mushroom next door ($10.95 vs $20 with tip for a 10" pizza that was equivalent). They did have slightly fewer topping selections, but my pizza was delicious and I have zero complaints. I also like the vegan cheese Gusto uses more than Mellow's (but that's just a taste preference). I'd go back again just for the service and...