On Sunday, March 10, 2013, my family and I decided to give Big Guys Pizza a try. We arrived around 6:25 pm to place a to-go order. When we arrived, there was a party of 5 ahead of us in line who were debating their choices. They seemed to be experiencing difficulty, especially with one of the elder owners, I presume, putting the rush on them. She was extremely crotchety, rude and showed great impatience. I was praying that she did not have to assist me and to my delight, I was assisted by a younger female; who was much more pleasant and courteous. She guessed that we were newbies and offered some helpful suggestions. I placed and paid for the order and also included a sizable tip for assistance.She asked us to sit near the window and that our order would be out shortly.During my wait, I noticed that the restaurant did not seem busy,other than the other party at their table and my family and a few pick-up orders. We continued to wait patiently and then we looked at our receipt and realized that we had been there for 25 minutes without so much as a mere concern or extension of feedback from the restaurant. During this time, the party of 5 received their order and all of the restaurants' attention. I stood up in the hope of attracting attention, thinking this would help them realize that we were still there. The elder female noticed me but she then went in the kitchen. I noticed the other employees joking and playing around and they seemed unfazed by our presence. I reluctantly decided to give them a few more minutes, thinking that she may have gone to inquire about my order, but to my dismay, we received nothing. After an additional 15 minutes, I decided that we had waited long enough! My children decided that they would settle for a drive-thru because of the excessive wait and also it was nearing their bed time, after all, they had school the next morning. I approached the counter and asked about the excessive wait. I was told that my pizza would be coming out shortly, I then stated that my family had decided to eat somewhere else for dinner and then proceeded to ask for a refund. The heavy-set gentleman then became quite dismissive and asked the elder female to speak with me. My stomach dropped because of what I had previously witnessed from her and rightfully so. She came over and curtly asked why I had requested a refund. I quickly decided to shoulder the blame in order to avoid any confrontation with her and to avoid criticizing their lack of quality customer service. I stated to her that we were choosing somewhere else to eat and she became extremely agitated. She then said, 'that's the reason, huh?" I stated that "yes, we are going to do something else." Her agitation got the best of her and she responded, 'that's your only answer, right?" and also " I would never do this to a business" I decided not to further engage and aggravate the situation. She took my silence for disrespect and said 'well, I have something for that." She whispered something unintelligible to a fellow employee as he was initiating the refund. He eventually handed me the refund slip, which only the food had been refunded; and not the sizable tip. I asked why the tip was not included and they rudely stated that it would be refunded at the close of business. At the time I didn't know what the elder's threat meant, but a week later her intentions are quite clear. As I write this disappointing review, my bank had to initiate a dispute for the entire transaction amount because Big Guys Pizza failed to refund my full amount. Unfortunately, my family and I will never be able to review their food because we have vowed to never patronize this establishment again!! We have also contated the BBB because of the way they operated this refund. In closing, I would like to state that I did not wish to leave this establishment in quite an unsavory fashion and also because my children were in-tow. I always try to be the best example for my children when it comes to settling disputes and trying to find amicable resolutions. Although, Big Guys Pizza did not do the same. I attempted to apologize and once again take the heat off of Big Guys, but to no avail, they were very dismissive and pretty much ushered us out of the door by continually repeating "bye", "goodbye" and so forth. Unfortunately,we can never get back the 56 minutes we wasted in Big Guys Pizza. read more