Master Pizza West Orange, NJ — Restaurant in West Orange

I’ve ordered from this place a couple of times before through UberEats and have always had my special instructions followed with no issues or upcharges. Never had any problems with them before.

This time, like the other two times I had submitted my orders, I requested Alfredo sauce instead of tomato sauce on the pizza (I can’t eat tomato), and a side of ranch. Instead, I received a pizza with tomato sauce and a side of marinara (I did receive the garlic knots at least, hence the two stars). I figured it was a mistake—these things happen—so I called the restaurant to ask if they could fix it.

Unfortunately, the response I got was incredibly unprofessional and disrespectful. The young woman I spoke with on the phone was very rude and told me, point blank, that she read my special instructions but chose to ignore them because UberEats doesn’t upcharge for those changes. I asked why she didn’t call me to clarify, since it was a health issue, and she said I should have written that I had an allergy in the notes—as if that should be the only reason a request is respected. I asked to speak to a manager and she told me the manager wouldn’t be in until the next day and that I'd have to call then. When I asked for her name, she hung up on me.

A few minutes later, the manager did call me. She told me I could submit a request through UberEats for a new pizza and said she would make sure the order was done correctly. I appreciated the call, but she didn’t ask what had happened so I explained. The issue was primarily the blatantly disrespectful customer service. Even then, the apology from the manager felt pretty half-hearted, although I do feel she was trying to make it right. She just said the employee was new, had only been there for a day, and was still in training—which made me wonder why someone who hadn’t completed their training might have been left unsupervised to handle orders, if that was indeed the case. I don’t want to make assumptions. Regardless, the situation just doesn't sit right with me.

Regardless, I followed her suggestion and submitted the refund request through UberEats to request a new order. I just got an automated email saying they can't guarantee the store will fulfill my request. I wasn't able to connect with a representative to get this fixed.

Honestly, I don’t mean any disrespect to the store, but the pizza just isn’t good enough to be worth the hassle and attitude I experienced—especially when I spent $30 on an order I couldn’t even eat. If an upcharge was necessary, the issue could have been easily avoided with a quick phone call from Master Pizza to confirm the order or approve the upcharge. It's a rare luxury to treat myself like this, and instead it turned into a huge headache and a complete waste of money. I do respect the manager for taking time out of her day to call me...

Just ordered 42 bucks worth of pizza with a 5 dollar tip. The guy that got the 5 dollar tip delivered the wrong two pizzas. I ordered a large THIN crust with pepperoni and a small reg crust with pepperoni and ground beef. What showed up were two large rubbery pizzas- one with sparse pepperoni and the other with nothing. The store gave the delivery guy the wrong address so he got turned around, and by the time he arrived we were starving. We ate most of the large pie with pepperoni and some of the other plain pie. Neither was great, which was surprising for this store.

Fifteen minutes later the delivery guy called to see if we'd gotten the wrong order. We said "Yes". He asked if we'd eaten it- I said "Yeah, some of it". He said, "Ok, I'll let the store know". I had a couple bites of another slice and then abandoned the idea. I called the store to see if they'd be willing to "do something for us" since they'd screwed up our order. The young lady I spoke with asked the same magic question- "Did you eat it?". I replied, "Yes, yes we did- it was late getting here and we were starving". She asked if the delivery guy had called us. I said yes again, "About fifteen minutes after he dropped it off". She said, "So, he called you but you'd eaten it already". I knew where this was heading. I said, "He wasn't calling fifteen minutes later to bring back the correct order, he was calling to confirm what he obviously knew, which was that he'd delivered the wrong pizzas". He wasn't trying to fix the situation he was just trying to get past it. So, I asked the young woman at the store if she'd be willing to give us a partial credit or something. She asked again, "Did you eat the pizza?" I said yes, but we had little choice, I'm just calling to see if you'd be willing to credit us something for delivering the wrong order- late, if you can't then OK". Obviously a pro, without missing a beat she said, "OK, good night" and hung up.

What did we learn you ask? Well, one- Master Pizza's thin cracker crust is not thin- it looks a lot like regular crust. And two, if you get the wrong order from Master Pizza the best thing to do is to call them back right away and then patiently wait for them to try to get it right a second time. This might work out, but you should probably have some snacks handy while you wait for your dinner to show up. Third- Dominos is really pretty bad pizza but even they would have assumed some responsibility for screwing up an order and offered a returning customer some kind of compensation. It's not the money- it's the customer service or...

I PERSONALLY LOVE MASTER PIZZA WHETHER IT IS THE LIVINGSTON OR THE WEST ORANGE LOCATION..THEY ARE BOTH GOOD...BUT I WOULD SUGGEST THAT IT SHOULD BE TAKEN INTO CONSIDERATION ALL THE REVIEWS ABOUT THE POOR CUSTOMER SERVICE,PARTICULARLY THE BLACK WOMAN WHO ANSWERS THE PHONE..I JUST CALLED AND THERE WAS DEFINITELY A BIT OF AN ATTITUDE THERE OR SOME SORT OF AGGREVATION. I BRUSHED IT OFF AND GAVE HER THE BENEFIT OF THE DOUBT,BECAUSE YOU NEVER KNOW THE DAY SOMEONE HAS HAD.BUT WHEN I SAW ALL THE REVIEWS ON THIS WOMAN'S ATTITUDE AND CONDUCT OVER THE PHONE AND ONE WAS EVEN IN PERSON, I FIGURED THAT THIS IS A NEGATIVE PATTERN, NOT JUST A BAD DAY. AND IT SHOULD BE TAKEN SERIOUSLY. YOU ARE IN A BUSINESS WHERE YOU PROVIDE SERVICE TO THE COMMUNITY.SERVICE ISN'T JUST ABOUT WHAT YOU OFFER BUT HOW YOU OFFER IT..THE WORST OF SITUATIONS CAN GO A LOT MORE SMOOTH JUST BECAUSE OF A RIGHT ATTITUDE..I KNOW FIRST HAND THAT THE CUSTOMER DEFINITELY IS NOT ALWAYS RIGHT.. BUT YOU CAN BE...BY MAKING SURE THAT YOU GIVE THE BEST QUALITY SERVICE THAT YOU CAN. IT MIGHT EVEN BE GOOD TO LOOK INTO DOING A WORKSHOP OR SOMETHING ON QUALITY CUSTOMER SERVICE OR DIFFERENT WAYS TO IMPROVE ON THAT...BUT DEFINITELY ONE OF MY FAVORITES..LOVE THE PIZZA AND...