&pizza — Restaurant in Washington

On April 17, 2021 at approximately 11:20pm I visited &Pizza at 666 Monroe St NE Washington DC. I am currently working the late night/graveyard shift. As you can imagine, it is very few choices of late night eatery around the times I am arriving or at work. Nearly almost all of my co workers rave and give praise to &Pizza. Amongst it being one of the few late night food options, my co workers often refer to it as the best food option no matter what time of the day. I have been wanting to try &Pizza for months but unfortunately in my past attempts I wasn’t able to make it before closing time. On April 17, 2021 my stars finally aligned and I was afforded the opportunity to try &Pizza for the first time. I entered 666 Monroe St NE at approximately 11:20pm. I was immediately told by one of your employees (a large heavy set, African American women, approximately 5’6 - 5’10 in height) that they weren’t accepting anymore walk-ins they are only accepting online orders. I don’t mean to be rude but I don’t know how else to describe her. I complied without a problem, I’ve been dying to try the infamous &Pizza for months and I wasn’t going to let an online order stop me from experiencing it. I placed the online order and chatted with other fellow customer, expressing my excitement for my soon to be experience while we waited for the completion of our orders. I observed my pizza come out of the oven, I approached the counter and kindly asked the heavy set African American woman if she could place my pizza in the over for a few more minutes because I enjoy my pizza crispy and I didn’t see an option for me to request that, when I made my order online. The heavy set African American woman in a very aggressive manner stated to me “that’s something you need to tell us ahead of time, next time.” I understand it’s late and she probably had a long shift so instead of arguing or attempting to correct her response, I replied yes “ma’am I apologize.” After my pizza came out of the oven for the second time I was informed by the heavy set African American woman that they didn’t have the roasted garlic finish that I requested (which is understandable because it is close to closing time.) When the heavy set African American woman first attempted to inform that they were out of the garlic sauce, I couldn’t hear her clearly because she was speaking thru the mask and the music was playing, so I kindly replied “I’m sorry, I couldn’t hear you ma’am can you repeat what you said?” She replied “what don’t you understand we don’t have it.” I was immediately shocked by the rudeness and disrespect that was given to me as a customer and further more as a human being. Other customers nearby heard her response and were just as shocked as I was. I respectfully asked “ma’am what is your name?” She refused to give me her name and replied “WE DON’T WEAR NAME TAGS FOR A REASON.” I retrieved my pizza in disgust for how I was treated. After exiting the store a fellow customer that I was chatting with earlier while we waited for our orders apologized to me and was completely mortified by my experience. While driving back to work, I was angry beyond words, I completely lost my appetite. I gave the pizza that I’ve been long awaiting to homeless man that was asking for change at a traffic light. Once back at work I shared my experience with all of my coworkers that spoke of &Pizza in such high regards. I received an assortment of reactions but a unanimous response that we will all no longer order from &Pizza anymore. We’d take mediocre pizza and mediocre customer service over great pizza with horrible customer service any day. I chose to write this review to fair warn and inform you how my experience was at your location 666 Monroe St NE Washington DC. If I could rate less than one star I would. Save your money and save yourself from a...

Horrible Customer Service

I placed my order at the kiosk around 6:30 pm. It was still daylight outside. Our order was #70. We waited and waited and waited. People that had come in after me left before me and at one point, I had went to the register side of the counter and saw my exact order being cut, packed into boxes, and placed inside the warmer. I sat waiting for my name to be called, and yet, I continued to wait. The sun was gone, and we had been there for about 30 minutes, so I asked the man at the counter if my order was ready (knowing it was in the warmer). I gave him my name and my order number and he asks, "did you place the order at the kiosk?" And I said, "yes." He said, "then it's not ready" and dismissed me. So guess what I did? I waited some more. Because the last thing I want to do is argue over pizza and ruin someone's day. I've had jobs in customer service and I know what it's like so I really decided to push my patience. Another 10 minutes goes by and it's dark outside now. I'm searching through my phone for my order number so I can ask for a refund (it was about $50), because id rather do that and order Domino's and get more pizza anyway. Finally, the man checks the order screen a few times between cutting pizzas and opens the warmer and calls out my name, pulling out all the boxes I saw him put in there a long time ago. I approach the counter, visibly upset but I take the pizzas, check them and leave. I turn back, at the very least hoping for an apology, but the man is absolutely silent. I am LIVID.

My husband likes the food but I've always disliked their customer service. No one smiles, greets you, and now, if they are in the wrong, they show no remorse. No apology no "sorry about that, ma'am" NOTHING. And here's where it gets worse, the kiosk expects you to tip BEFORE your order was ready. So the tip we left went to this horrible experience. What I also hate is that if this man took the time to actually think about why I was there before so many people and STILL waiting or ask me when I placed my order, he could have caught his mistake. But he probably thinks he didn't make one, as unapologetic people naturally feel like they have nothing to apologize for.

Honestly, &Pizza is not worth the money but if the customer service was decent, I wouldn't mind paying. That is why the way you treat people in business goes a long way. I mean, look at the reviews before mine pointing out how poorly they treat their customers. I would recommend staying away from here and ordering pizza from...

I came here last night within thirty minutes of closing. As someone who's worked in the food service industry, I know how irritating that can be because you're trying to clean up and just be done for the day... BUT I napped too long and UberEats extra fees are getting exorbitant and I had no food! And this place is within walking distance for me so went for it.

They have you order from an electronic kiosk now and I didn't like that, especially because I wanted extra goat cheese. I asked over the counter how to do that because the kiosk didn't allow it, and the employee told me she would take care of it.

I custom made a pie not really shown on the site. I did mushroom truffle sauce, mozzarella, topped with pineapple, goat cheese and the fig drizzle.

It was SO good. I hadn't eaten anything that day and demolished it. The employee indeed really hooked me up with extra goat cheese, did the fiz drizzle and even gave me a side cup of extra. I didn't really taste any truffle, but obviously this pizza had a lot of flavors going on haha so was likely overshadowed.

I was really happy. I just wish that I didn't have to use the kiosk, I was lucky because it was quiet since it was so late, but I think if it was busier and I had a question like the extra goat cheese, that would've been annoying to ask through a crowd. And I wish it gave you the option to double or triple stuff if you wanted.

Employee even brought out a tray of stuff they'd already put away for the night to accommodate my order. I was pleased and it's the best meal I've had in several days.

Pardon the photo, I'd already...