Pizza Market Wells — Restaurant in Wells

On June 21, 2021, Monday, I called to order a 20” pizza - Veggie, add Hamburg. I was told it would be 25 minutes. We went to pick up the pizza. My significant other went into get it. He said he was here to pick up a veggie pizza for Beth. There was a mistake made and a Hamburg pizza was made. My significant other said that’s not what we ordered. He came out to the car and explained what had happened. I went in with my significant other and asked what happened and stated that I had ordered a veggie pizza, add Hamburg. A woman with a pink lettered shirt came over and stated the girl that took the order was new and made a mistake. Then, the woman in the pink lettered shirt stated that the pizza place had shut down for 2 hours and it was busy. Then she rudely stated, “Do you want the pizza or not (meaning the wrong pizza- hamburg). We stated no, that we wanted the pizza that we had ordered over the phone, “Veggie, add Hamburg.” This woman in the pink lettered shirt did not handle this issue in a good business demeanor and this behavior should have not been displayed towards the customers. We then went outside to wait another 20-25 minutes. My significant other went into get the pizza, paid over $28. When we got home, we discovered that the $28 pizza was over cooked, the crust was over cooked and the pizza was not cut into individual pieces. We had to cut the pizza ourselves.

We have ordered pizza before and have never been treated so poorly by any pizza market employee. The pizza was always good!! The way this was handled was not the way it should have been and the customers were inconvenienced and treated like it was the customers fault. We understand that the new girl that took the order made a mistake but due to the customers inconvenience, the customer should have received a sincere apology and not a demeaning attack that was impatient and rude in regards to the customer wanting a pizza that was not ordered or made correctly or the actual pizza that was ordered but had to be prepared and cooked.

In closing, this is not the way you retain customers and due to what occurred, the pizza should have been “free” with no charge to the customers. Nothing was offered to the customers.

We are requesting that we are refunded the total amount as paid for a 20” Veggie, add Hamburg. We believe this to be a fair and reasonable request considered the way we were treated.

Thank you, Beth...

We always order from pizza market and have always loved their food. However, tonight was not a good experience. I started an order online, got to the checkout for it to shut off saying the store was closed. Even though their hours do not state they are closed. So in case there was an error with online ordering, (which happens) I called the store. A man answered quickly and put me on hold before I could say anything. I waited on hold for a little over 10 mins with no one coming on the line. So I figured I would give them time (thinking they were really busy with call ins since online wasn't working) and hung up. I waited 10 mins and called back. The same man that put me on hold answered the phone and said thank you for calling pizza market we are not taking any orders and hung up the phone. So is that why I was on hold forever with no one coming on the line just 10 mins prior???? Thats pretty poor customer service. We have always ordered from there because its local and the food is good and we've never had an issue with service. But after tonight, I don't think we'll be ordering again. Correct your hours if you are going to be closed at times different than what is listed. Or change your machine that answers and greets you when you call. As well as don't leave people on hold if you don't plan on helping them in the...

I purchased over $50 worth of food from The Town Pizza in Wells, ME, including a large bacon pizza, large mozzarella sticks, large fries, and a large chicken parm. The food was inedible—the pizza smelled like alcohol, the mozzarella sticks tasted like fish, and the toppings slid off the pizza completely due to it being soggy and poorly made. It was disgusting.

The only item that was partially consumed was the fries. I returned to the restaurant very calmly and professionally, simply hoping to explain the situation. I wasn’t rude or demanding—I just wanted to be heard. Instead, the staff were completely dismissive, interrupted me, and refused to acknowledge the issue. I was told “Have a nice day” and “We don’t do refunds.”

This is unacceptable customer service and a potential public health concern. I believe this business should not be operating under these conditions. I request a full refund and expect the matter to be taken seriously.

A report to the BBB will be finalized tomorrow and to the Maine Health Department for an emergency inspection due to the facility reeks of cigarette smoke when you walk in, suggesting possible violations of food safety and cleanliness standards. I am concerned about the safety and hygiene of this establishment, especially considering children and families are...