We were staying at the Embassy Suites by the DC Convention Center and got hungry late at night, so…read morewe called downstairs and asked where we could get a pizza. The hotel recommended a place and helped us order.
We ordered a small pizza with ground beef, mushrooms, onions, and olives. When the delivery guy called and said he was downstairs, we went down to get it and paid $23. As we were walking back into the hotel and opened the box, it was just a plain cheese pizza.
Luckily the driver hadn't left yet, so we stopped him and my sister called the restaurant. She spoke with who I believe was the manager. The young lady on the phone had a very nasty attitude, both to me and my sister. They told us it wasn't their fault, and if we wanted the correct pizza delivered we would have to pay another $11 delivery fee.
So basically nobody took responsibility. It wasn't our fault, and according to them it wasn't their fault either. But somehow we still had to pay extra to fix the mistake.
The delivery driver did come back about 15-20 minutes later with the other pizza. By that time my blood sugar had dropped, so I had already eaten a slice or two of the cheese pizza just so I could get something in my system.
The pizza itself was just okay. The cheese pizza did have a lot of cheese piled on it, I'll give them that. But honestly, the two pizzas together were not worth $33.
The next day we ended up giving the rest of the pizza to a homeless man sitting outside the hotel, so at least someone got something out of it.
Overall, the customer service was poor, mostly because of the attitude we received on the phone. The food was just average.
I personally would not recommend this restaurant, but like I always say -- that's just me and my taste buds. You might try it yourself and have a better experience. Good luck.
In response to Tiffany H., Business Mngr. response/comment to my review of your restaurant and customer service.
Thank you for your response, but I would like to clarify a few things.
We did not make a mistake on our order. We ordered a pizza with toppings and received a plain cheese pizza. That was the issue from the beginning.
When we contacted your restaurant, we were told it was not your fault and that we would have to pay an additional $11 to have the correct pizza delivered. That is why we ended up paying a total of $33 for a small pizza order.
Yes, the replacement pizza was eventually delivered 15-20 minutes later, but only after we were told we had to pay extra to correct a mistake that was not ours.
You also could have taken the original pizza back if that was your policy, but we were told to keep it.
I do want to address the statement about "blackmail." At no point did we attempt to blackmail anyone for free food. That accusation is simply not true and is very unprofessional.
I would also like to note that the tone and attitude we experienced during the phone conversation were not professional and did not reflect good customer service. Clear and respectful communication could have made this situation much easier to resolve.
This was my birthday weekend. We spent a significant amount of money enjoying ourselves and supporting businesses. In fact, earlier that same morning, we were even dealing with a situation where someone attempted to use my sister's credit card fraudulently. With everything we had going on, it makes absolutely no sense that we would try to "blackmail" anyone over a small pizza.
We shared our experience based on what actually happened:
We received the wrong order
We were charged extra to correct it
The customer service, including the tone of the interaction, was not pleasant
Based on this interaction, I can better understand how communication issues may happen between management and staff.
Everyone is entitled to leave an honest review, and that is what this is. If you are going to respond publicly, I believe it is important to present the full situation, not just part of it.
As I said before, this was my experience. Others may have a different one.
