Cappza's Pizza — Restaurant in Waterville

We have been great customers of Cappzas for years. Have spent a great deal of money buying their food. So much so that when we call most know us and when we go to pick our order up they see one of us and go over to retrieve our food we rarely have to introduce ourselves

We are slowly eating there less and less.

Tonight we ordered 2 pizzas and we don't know what they did to their pizza dough. Our pizzas were tough to chew, it felt like a cross of chewing rubber and cardboard. We could not finish our pizzas we threw them out.

It's been a history of messing up your order or time and time again something so simple as ok ordering french dressing for a salad and they keep giving you ranch, not once, not twice but at least 4 times. Or ordering a large sandwich only to receive a small. Also I just noticed that the photos showing their food do not match what you receive. They are showing a large amount of each topping on their pizzas. They are showing their sandwiches with the contents tucked inside the roll. To get any where that amount of pizza toppings I have had to request extra topping amounts and charged for the extra and still it does not compare to their photo. Our sub sandwich comes with the meat or veggies or both floating on top of the roll we have to try and shove the contents inside of the roll at home.

I know longer call to address the issues because nothing ever changes.

Might be time to move on.

I just raised my rating by 1 star based on the fact Chad contacted me privately to let me know he made last night's meal right to us by giving us a refund. He found issues with how my rewards were not being given to me correctly and has fixed that.

He promises changes. We will wait and see what changes. At least he is a business owner that responds to his customers. We have always felt like family there but not so much any longer. Not so long ago if they had a bar there I would have been there so much I would have been given my own reserved...

I am normally a huge fan of Cappza's, and realize a restaurant should not be judged by one busy night of deliveries. This experience, however, must have been the extreme exception to the rule, because it was not only bad for us, but bad for the delivery person. We ordered out food over the phone, and specifically told the person (who took our order) to remember TWO VERY IMPORTANT THINGS: one, was to bring change for a $100 bill, and the other was to come to the BACK door, which required them to drive down the street behind our house. Not only did they send the driver to the front door (essentially, the WRONG street), but they didn't even tell her that there WAS another street OR door involved, so when she heard us shouting "Go around to the other door!" she climbed through a snowbank to get to the other side of the house. So she felt pretty stupid for discovering she could have just driven around, but she was also now soaked from the shins, down. Not only this, but they also sent her with TWENTY DOLLARS' CHANGE. She didn't have any other money with her, because they hadn't sent her with anything else, and when she called the manager to ask him what he would like her to do, he suggested that she take our $100 bill, and come back with change in an hour. First of all, HELL NO. Second of all, what kind of business practice is that??? The manager suggested that, as a remedy for his own error. The driver was so humiliated. I wound up calling the store and talking to the manager to pay my tab with a credit card, and they didn't even apologize for the hassle they caused (1) my family, (2) the driver, and (3, 4, 5, 6, ...) the customers who were waiting on their orders to be delivered. I would POSSIBLY understand, if it was a busy Friday or Saturday night, but this was a Tuesday night. There really is no excuse for it. They showed absolutely no value to a long-time customer, who will now boycott their store, and encourage others to...

Our family's FAVORITE "go to" for delivery when it's been a long day, need to figure out something quick for dinner (JV football x1, musical program x1, multiple work schedules x2), no energy to cook, & would rather not do "fast food/drive thru" route. You can tell they make everything from scratch (right down to their marinara sauce), they use top grade, authentic ingredients, cooked to perfection, seasoned just right, always hits the mark, & no complaints from my kiddos...not even from my pickiest eater (& she's a tough food critic 😂🤦‍♀️)!!

Best part, they offer Family Deal Bundles so be sure to check that out when feeding a crowd, AND they deliver to Fairfield 😊❤️🤘! Our delivery drivers have always been professional & friendly, & food has always arrived @ their perfect temp (hot foods stay hot, & cold foods stay cold). Thank you Cappza's (Waterville Crew) for always coming thru for us in a pinch, & providing such amazing "guilt free" food!! Kids & Mom definitely Approve!!

P.S. If you like BigMac's...You definitely need to try their Specialty "Cheeseburger Pizza" w/burger sauce (ie; Mac sauce lol), OR build your own via "Hamburger pizza"; & swap out the "pizza sauce" for "burger sauce", & apply 3 cheese blend instead of provolone. They allow you to customize your pizzas however you like, so the possibilities are endless given all the options we can...