Sam's Pizza & Subs — Restaurant in Virginia

I placed a order on 1/22/23 for a crab cake dinner. Upon receiving my order my dinner tray only had 1 crab cake in it. This is not my first time ordering a crab cake dinner from Sam's Pizza- our family orders often (orders average $60+).

I called the store and verified with the restaurant how many crab cakes are included in a dinner tray- and 3 was verified. At this point I notified the restaurant that my dinner only included 1 crab cake. The young lady I spoke to, checked with the manager on duty (Lupe?) who advised that they will get a new order out to me with those 2 crab cakes that were missing. My family and I waited 2 hours and, there was no delivery.

I followed up next day and contacted the restaurant again. I requested to speak to the manager, who confirmed that she was the same manager on duty the night prior. She confirmed that she can deliver 2 crab cakes back to me and apologized for not having them delivered last night.

I expressed to her how much of an inconvenience this caused my family and that delivering 2 crab cakes to me today does not make things right. Today is a new day, and as expressed dinner in my household was impacted last night. The on duty manager informed me that she would need to reach out to her boss David in order to see what resolution he would offer.

I waited on hold for her to contact David. The manager on duty reported to me that David stated all he could do was to send me a crab cake dinner tonight and apologized how it inconvenienced my family and the other orders last night.

As a local business owner and a supporter of small businesses, Sam's Pizza at Lafayette dropped the ball. I informed the manager on duty, Lupe that she can keep the crab cake dinner and I will count this as a loss and will not continue supporting this establishment.

There was no service recovery at all. I informed the manager that at some point, there should have been a follow through same day (yesterday evening) to ensure my order issue was made right and resolved. I only can imagine that 2 crab cakes sat waiting on the counter to be sent out and never was.

None of this red flagged staffed to ensure a order was not missed. Not receiving my order at all yesterday after speaking to someone who assured me that they would get it right back out to me is disappointing. Furthermore, not understanding the inconvenience of this is saddening.

It's a Monday night, and delivering me 1 crab cake meal does not make things right, when I have a family. We are a family that eats together. As stated, I am taking this as a loss and will share my experience with my friends and customers.

Small businesses only thrive and survive with the support of their community. If Sam's Pizza Lafayette keeps us this type of service, you will lose the support of your community.

I regret that I did not listen to our neighbor who had a similar experience a few months ago, and stopped ordering. We did give Sam's Pizza the benefit of the doubt, and continued ordering...

I’ve been coming here for about 6 years. I’ve put thousands of my hard earned dollars into this establishment… all for me to call up and inform them about them giving me a messed up order. I ordered a cheeseburger sub with a whole bunch of toppings along with a lot of other food… I picked it up, got home and realized my wife’s cheeseburger sub is literally just a small patty that fit half the size of the bread on top of bread itself! $12 for a little piece of meat on bread with absolutely no toppings or condiments. I called that day, was promised they were going to replace it for me. Fast forward to today, just two weeks later from the mistake on my last order and the young girl I spoke to on the phone when placing the order said that the girl I spoke to about the screw up didn’t put notes under my phone number in the computer therefore she can’t replace it. So I take the list although I’m very disappointed (not mad) and proceeded to reorder what we usually get. We go in 20 minutes later to pickup our order and low and behold……. Cold, uncooked raw fries! I called them AGAIN and they said they’d replace them next time I ordered… no ma’am, jokes on you because there won’t be a next order. You lost a very longtime loyal customer. The lady Peggy who said she’d replace my fries lied to me when I asked for the manager, she told me he’s in Richmond at the moment. I know for a fact the owner was in the restaurant because he initially answered the phone when I called today and I know his voice because I’ve been coming there for over half a decade. The owner is cheap, frugal, a liar and has terrible business practice. The food has always been good the past few years up until about two weeks ago. But I wouldn’t recommend this place to a homeless person let alone to my fellow FredVegas people. Trust me when I say I’m doing Gods work by telling you this. It’s not about the money, it’s the principal. The owner has zero integrity and the food and service has gone down hill tremendously over the past few weeks....

Very disappointed. Our family eats here I would say pretty regularly. We were having a get together and ordered pizzas from here. We had ordered a total of four pizzas. After I placed the order I got notified from our friends that they would not be able to make it and there would be no way our family could eat four pizzas... so I called Sams back right away to cancel two of the pizzas (This was all in matter of minutes). They answer the phone and put me on hold right away, which I was fine with.. the hold ended up being 8+ minutes and when the young lady finally came back on the line I had informed her of what happened and would like to cancel 2 of the 4 pizzas (which were all cheese). And I was told that the pizzas were already in the oven and I can’t, and there’s no way they could refund just the two pizzas and my only option was to buy all four. Which was ridiculous and I was not going to do that and allow more than half of it be wasted. So, I cancelled the whole order. Tonight we wanted to give them another try... I start to place the delivery order and in the middle of it the lady asks me to “hold on”. She comes back on the line and tells me that they can’t deliver here anymore... so I ask “why” and her response “I’m not sure we just can’t go out there, my manager said so.” I requested to speak with her manager and he gets on the line, very rude, and says they no longer deliver to Lee’s Hill... because it’s too far (which its 3 miles away!!) and this new “delivery route” changed at the beginning of this month... which just happens to be a coincidence.. I as a company owner am so distraught that they would treat their customers like this; they clearly don’t care about their customers. We will NEVER support this...