Spanaway Pizza Time — Restaurant in Washington

Disappointing Experience – Poor Communication & Quality

I’m not the type to leave reviews, but after this experience, I felt like I had to. I understand that mistakes happen, but the level of miscommunication, lack of accountability, and poor food quality we experienced with Pizza Time was beyond frustrating.

We placed an order at 5:29 PM, with an estimated delivery time of 6:19 PM. No updates, no notifications—nothing—until 6:56 PM, when we received a vague text saying, “We’re connecting you directly with the person delivering your order. They may reach out with questions or updates. They just realized that your order was on hold, and they have started to make it now, it will take a little longer than expected.” That was it. No call, no actual explanation—just a random message that basically told us our order had been forgotten.

By 7:22 PM, after waiting almost two hours, we called to cancel and make other dinner plans. That’s when things got even more confusing. The employee who answered casually told us that our order had been delivered to the wrong house—and then, when they attempted to send it out again, the second dasher left before even grabbing our food. I asked for a refund, but the employee had no idea what to do and put me on hold to get his manager.

When Chris, the manager, got on the phone, he explained the situation, and I asked again for a refund. But instead of just issuing one, he said he couldn’t process it because the order had already been picked up. Instead, he offered free breadsticks or dessert—which we don’t even eat. I let him know that, and while he apologized, he didn’t seem to have a real solution.

I also brought up how frustrating it was that no one had called to explain what was happening, and he blamed DoorDash, saying the owners recently switched to using them (for reasons he didn’t even know) and that it had been messing up their system. Because of this, he claimed they couldn’t see customer contact information since DoorDash routes all calls through their own number.

But here’s where it gets even more ridiculous—before we got off the phone, he said he’d add a note to my account and then proceeded to read back my phone number. So, wait… they can’t see my contact info, yet he magically had my number to read back to me? Make that make sense!!!

At this point, the best he could offer was a large 2-topping pizza, which felt like an insult considering I spent over $80 on this order. But I accepted it just to move on.

Then, when our order finally arrived, it was wrong and poorly made: • Pizza was incorrect—I ordered a ranch base, but they sent it with red sauce. • Pepperonis were scarce—it’s their signature Italian pizza, yet it barely had any. • Wings were dry and flavorless. • Alfredo was undercooked and extremely dry.

Clearly, they rushed to throw our order together after all the delivery issues, but that’s not an excuse—especially for the price. And after all of this, the best they could do was offer a single large pizza that didn’t even match what I originally ordered?

I don’t leave reviews often, but I couldn’t ignore how badly this whole situation was handled. The lack of communication, constant contradictions, and complete disregard for customer experience makes it hard to justify ordering from Pizza Time again. Mistakes happen, but when a business refuses to take responsibility or offer a real solution, it’s...

6/20/25 Update to My Review of Pizza Time Spanaway I want to update my review because Pizza Time made things right.

After the delivery issue I had, the manager actually called me personally to talk about what happened. He was professional, polite, and clearly wanted to fix the situation. He offered to remake my order whenever it was convenient for me, and we went ahead and picked it up today.

The pizza was great this time, and I even got a follow-up call afterward to make sure everything was okay.

You don’t get that kind of customer service very often anymore. I really appreciated the effort they made to reach out and take care of it. Mistakes happen — but they owned it, and that means a lot.

6/13/25 This isn’t just poor service — it’s a terrible business model.

I’ve had issues with delivery from Pizza Time Spanaway multiple times now, but this most recent experience sealed it for me. I ordered at 5:16 PM and was told it would arrive by 6:01 PM. When it still wasn’t here at 6:45 PM, I called the store. The girl who answered immediately told me they “can’t track deliveries” because they use DoorDash. Seriously? You don’t even know if my food left the building?

I had to ask her to check. She put me on hold, then came back to say the pizza was still sitting there, waiting for a DoorDash driver. An hour and a half after I ordered it. I asked if I could just pick it up — she said I’d need to cancel through DoorDash. I ordered through Pizza Time’s own website. How exactly am I supposed to cancel through a third party I didn’t order from?

She puts me on hold again to ask a manager to call DoorDash. Comes back and says the manager is driving and can’t help. They offer me a free item like that makes it okay and tell me a dasher has been assigned to my order.

My food finally arrived over an hour and a half late and was cold. That’s unacceptable.

If you can’t get your food out the door or manage your delivery system, you shouldn’t be taking online orders. Until they fix this broken setup, I won’t be ordering again — and I wouldn’t recommend anyone else...

THEY WILL MESS UP YOUR ORDER AND PROMISE TO REMAKE YOUR FOOD TOMORROW BUT YOU WILL BE LUCKY TO GET IT AND IT WILL PROBABLY BE BREADSTICKS. IF YOU ORDERED DELIVERY YOU WILL HAVE TO GO GET YOUR REPLACEMENT BECAUSE THEY DO NOT HAVE DRIVERS I do not usually leave reviews like this because things happen and we all make mistakes but on multiple occasions I have had a less than great experience. It's always when the order is for delivery... When I placed my order online it went through, but I noticed the time and that they were closing so I called to see what could be done since I had paid. I was told that I could call back tomorrow. Which I did. I was told the money would be refunded but that never happened. I wrote it off and about a month later I called and placed a delivery order over the phone. I ordered a sandwich and a collosal pretzel. The delivery driver delivered my food but didn't knock or anything so my food was cold when I just happened to find it on my porch. On top of that they delivered the pretzel and breadsticks not a sandwich. I love bread but come on now. When I called I was told it was too late to remake my order but if I called back the next day he would make it right. His name was Joey. He said to ask for him. I called the next day and was told he would remake it but I had to come and get it. I ordered delivery because my car is in the shop. I live in the neighborhood and it's not a far drive but a replacement sandwich is not worth walking 20 blocks round trip. Keep your money and get your food somewhere else. Clearly they don't care about the service they provide or their reputation which I have shared with a lot of people. Based on the reviews, they should care, because people read them and they are terrible! All the orders they mess up and replace with less, is probably what's keeping them in business. It's a scam. They should be reported because it's more than a mistake when you keep someone's hard earned money... Most...