I gave one star not because of the mistake they made. I gave one star because of how they handled the mistake.
I placed an order at 5:48. P.M. I realize it was a busy Friday night, so I wasn't surprised when my order ready time get kept getting pushed back. Originally it said my order would be ready within about 15 minutes. Then it turned into 30, 45, 50, etc. minutes on my app order tracker.
I entered the store and checked in with the person at the register to get an estimated ready time. The worker said my order would be ready soon, so I sat down with 2 of my children. My other 2 children were left at home with my husband. I could see my name on the active orders screen on the wall, and my name kept getting bumped down. This happened several times. I checked in with a worker again and was told they were still working on it and my order would be ready shortly.
When I finally went back up to the counter around 7:02 (an hour and 14 minutes after placing the order), the manager seemed to be confused that I was wanting to pick up my order, because he said that he had personally spoken to me on the phone when I called and asked to change my order from being ready that night to the NEXT DAY. I did no such thing! The person who ACTUALLY spoke to the manager is named Katrine or Katrina, and she was calling because she thought she had set her order for last night instead of today. Well, she actually did set her order for today and it was already correct, so when the manager saw that there was a "k" name order set for last night, he assumed THAT "k" name wanted their order changed to today. He didn't verify a phone number, FIRST or LAST name, order number or anything! He just bumped my order to the next day. What about the employees I spoke to?! What about ALL employees that saw me sitting at a table for over an hour?
The children with me were freaking out, my husband thought something had happened to me because I had given my phone to my youngest child to keep him occupied and didn't see his messages.
Anyway, once the manager explained what had happened, he said it all would be ready in 10 minutes, but ... it wasn't! It was more like 20, so I still had to wait. He said he could give me a couple of free drinks or discount my order heavily. When he said he would give me a huge discount, I thought it would be more than 9 dollars. He probably thought he was giving me a 50% discount, but it was really a $9 difference because I used one of my earned free pizzas. Because of how he had set my order for the next day, he had to cancel the payment and charge my card again, but by doing that, it took away my free earned pizza.
You honestly think that screwing up that badly and making someone wait (from 5:48 to 7:20) with young children in the store and and taking away valuable time from her is worth nine freaking dollars? Try again. Oh wait, can't try again with me. I have learned my lesson and won't be returning.