Pizza Twist — Restaurant in Washington

We ordered for pickup directly from the Pizza Twist website. We ordered a combo deal of a Large Pepperoni Pizza and 12 Bone-In wings for $29.99. We have ordered from Pizza Twist's Roosevelt location several times and always have had a great experience. This location provided a MUCH different and highly frustrating experience.

Immediately after placing our order, I realized that I had placed it at the wrong location. I immediately called to cancel the order so that I could reorder from the roosevelt location. The woman who answered the phone immediately started talking over me, stating repeatedly that there was nothing she could do, alleging that there was no order in her system. She never even asked for a name or order details, just immediately shut me down. I had to hang up. Since we had already paid for it online, and there was no way to cancel or request a refund on their website, we went there in person to resolve the concern. Upon arrival, we were met with the exact same conversation - constant interruption and repetition that there was no such order. My husband came out to the car to ask me to pull up the order. The woman FOLLOWED him out to the car with her tablet, constantly repeating the same statement over and over trying to talk over us as my husband and I discussed the issue. I show her the order and then she turns her tablet around and SHOWS ME THE ORDER that WAS in her system, the order I was told over 20 times didn’t exist. I said, the order is right there so what exactly is the problem? She then went from repeatedly telling me there was no order to now telling me that I didn’t order what I said I did. So I showed her our order again, and she continued to explain that her system is showing it as a medium cheese pizza only and 10 boneless wings. I again, showed her that I ordered the Large Pepperoni Pizza and 12 bone-in wings. After much repetition from her, she eventually agreed to make us what we originally ordered, despite the discrepancy in their system. She then stated that bone-in wings are a $2 upcharge, but pretended to do us a favor by not charging us an additional 2 dollars even though we already paid full price for everything. 🙄🫩

I was appreciative that she went ahead and cooked the food as we had ordered it (Large Pepperoni and 12 bone-in wings). However, we instead received a medium pepperoni pizza and 12 BARELY cooked wings. The wings were PALE WHITE with piping hot buffalo sauce poured on them. We cooked the wings thoroughly when we arrived home. Worst Pizza Twist pizza we have ever had.

After reviewing over 15 recent reviews, it appears this location has a very clear reoccurring issue with rude, unfriendly, and dishonest customer service and undercooked or incorrect food. It is nearly impossible to have a two-way conversation or even just be heard. They clearly need new management and/or turnover of staff.

For your safety and sanity, make the extra 15 minute drive to the Roosevelt location. You won't regret it. The Roosevelt location has been nothing short of excellent every-single-time between food and customer service quality. The Google ratings speaks volumes. This location has 3.6 stars and I can see why. I personally dont believe the positive reviews on here that are VERY specifically trying to contradict the exact complaints the majority of the reviews are making, and it appears the people leaving the positive reviews are likely friends and family. When we pulled off, a mother and a truckload of small children unloaded to go in the back of the store, presumably a family owned business where they allow kids to be in the kitchen, which could easily explain their lack of attention to detail - if they're too busy running a daycare to make an order correctly.

Additionally, I find it highly unprofessional and irritating that whoever is responding to these reviews does so w/smart remarks, sarcastic, teenage vocabulary, making jokes and minimizing people's serious health concerns.

The Roosevelt location has 4.8 stars vs. 3.6 here. Pretty much tells you everything you...

If we could give it negative reviews, we would. We had high expectations based on reviews and got burnt, overpriced, incorrect garbage and nothing but argument from the 'manager' "Steve". We ordered a keto (aka more $) pizza bc it says "100% all-natural chicken crust" and we were curious. We received regular bread Crust. We ordered a cheeseburger pizza. It was burnt, minimal cheese. My kids barely ate it. We still have that amount of pizza left. We ordered a Tikka Masala pizza. Decent enough except for the undercooked doughy center. When we arrived, the woman opened the door, shoved them at me and closed it quickly. We put the pizza in the backseat, did not check it as (our bad) we assumed it would be good. When we called the restaurant - the woman was snotty, rude, and short. She told me to call a different number, I had to ask her 4 times the name of who I was calling. When I spoke to 'Steve' who ID'd himself as the manager. I told him the issues, I was obviously upset and did not have have nicest tone... he started quizzing me about MY actions and blaming it on there only being one person working and trying to weasel out of any responsibility. I told him I wasn't driving all the way back to the restaurant and wasn't sure I wanted to be a customer again. I told him through fact that his store is understaffed is not my problem. He repeatedly cut me off, talked over me, completely disregarded anything I said. It ended with a screaming match. I refused the offer of a store credit. We were unsure if we wanted to return but after speaking with 'Steve'... No Way In Hell.

If you cannot staff your store accordingly for a SATURDAY NIGHT, that is on YOU. NOT YOUR POOR EMPLOYEE. I'm not even upset about her rudeness anymore. She was probably overworked. And it's DEFINITELY not your customer's fault.

So disappointed. Over...

I had my first experience of their food last night (Saturday night) as i ordered a small pizza and 6 piece chicken wangs through DoorDash!

DoorDash finally arrived, dropped the food at my door as requested and then went to the door to pick up the goods!

When I opened the door, i found 2 round to go aluminum and plastic dishes, one had the 6 piece Chicken Wangs and the other.... "Butter Chicken Pasta"?.... that's not what I ordered?.... No Pizza. :(

I dealt with Doordash first, they took care of their side. Called this establishment and they requested that i contact them the next day to remake my pizza and i could grab it...

Got there tonight to find it is a family owned business, nice people. :)

They had my pizza, they were friendly and for that i told them i am giving them a 5 star review which is what i'm doing right now! ;)

These peeps are willing to correct the issue and that is something i find more and more, lacking in a lot of businesses out there to which I myself...am a small business owner! ;)

Customer Service + good product is what makes a good business, without one or the other (or heavens forbid both?) that business will not go far if not close all together!

All that to say, give these peeps a try, they got the good (and yummy too, just ate the pizza ;) ) and they got smiles too!...