Customer service at its absolute worst — with one important exception at a different location.
I placed an online order around 6:45 PM on a Saturday evening for an Extravaganzza pizza (pepperoni, ham, Italian sausage, beef, fresh onions, green peppers, mushrooms, black olives, layered with provolone and mozzarella) along with a garden salad; the total was $27.48.
Less than five minutes later, I realized I had accidentally submitted the order to the L Street NW location instead of the First Street NE store.
Compliments of MOM, my previous order at the L Street NW location was approximately $500 for 50 piazzas (pepperoni, cheese, veggie) for an impromptu pizza party for elementary students at a nearby school to celebrate perfect attendance.
That experience wasn’t the best: the crew did not manage to expectations (pizzas were not ready despite advance payment and notice).
Once at the First Street NE location, I immediately called the L Street store to cancel the order and request a credit.
What followed was beyond frustrating.
I waited more than 10 minutes with no real assistance.
Multiple times, someone would pick up the phone and then there was only silence; no greeting, no help, no professionalism or the call would disconnect.
It felt like the store was intentionally avoiding customers.
Mistakes happen, and I took responsibility for placing the order at the wrong location.
But being completely ignored when trying to cancel almost immediately is unacceptable.
Basic customer service should not be this difficult.
Conversely, my experience was the complete opposite at the First Street NE location.
An employee named Ariful listened with empathy, handled the situation professionally, took the same order, and even offered a 20% discount.
That level of customer care made all the difference and deserves recognition.
The contrast between these two locations is shocking.
I will never order from the L Street NW store again.
What’s the reason to offer a contact number if the store has no intention of responding professionally to customers?