DO YOU FEEL LUCKY? (UPDATE) YELP HELPED!
I am very happy to update my 1 star review, add a few stars, and describe how well YELP CAN HELP. The very next morning, I received a call from the owner of Pizza Guys, Walnut Creek. He apologized sincerely for the incident which occurred the night before and made everything right by giving us a new replacement pizza at no cost (with extra portions of our 2 favorite toppings).
I could not ask for anything more valuable than a person reaching out immediately, taking full responsibility for his or her actions, and providing total restitution to make everything right again. We are most grateful. And, based upon this 180 degree turnaround, we can heartedly recommend Pizza Guys WC to anyone looking for great pizza and integrity you can count on (however, extra portions of your favorite toppings cannot be guaranteed ).
How wonderful our world would be if more businesses and people in high places would act this way and do the right thing. BRAVO!
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I have never felt compelled to write a 1 star review on Yelp before this one. But after I had the utterly distasteful experience that led me to write this, I knew that warning others about Pizza Guys on Newell Avenue in Walnut Creek is, without any doubt, the right thing to do.
As far as I am concerned, business is based on trust. If any business fails to be honest and trustworthy in their business practices, I will spend my money elsewhere in a heartbeat. That is exactly what happened with this business tonight.
For at least two years, we had been ordering pizza from them on either Saturday or Sunday nights, twice or three times every month. Over this long period of time, we narrowed down our favorite combination and they knew precisely what we wanted to order after we unblocked our phone number. They always charged us the coupon rate and, after awhile, they gave us an extra amount of our 2 toppings for no extra charge.
As a rule, our pizzas arrived promptly, exactly as we ordered them and reasonably warm. As with most businesses, there were times where our pizzas arrived quite late, were cold and/or had the wrong type of crust. Nevertheless, we never called in the same night to complain, and at the utmost, we told them the following week what had happened the last time we ordered and moved on. Until last weekend, on December 27th, 2015.
On that night, the pizza they delivered was a total disaster. Not only was it late and cold, but it was significantly undercooked, with dough that was so soggy that the pieces drooped over completely. When we reluctantly ate some of it, the taste was bad and different than any pizza we had ever eaten - from any pizzeria! Needless to say, we ate very little of this pizza-like mistake.
So, for the very first time, we called Pizza Guys, described what we received from them, and asked for a replacement. We were immediately told that they could not do that, but after we pressed our issue a bit, the lady we were talking to said that she would call her manager to see what she could do. After a short while, she called back and said that her manager told her that though they would not replace our pizza that night, they would give us a free pizza the following weekend. As this was the best that they would offer, we agreed and reckoned that everything would be corrected this weekend on January 3rd, 2016.
At least, we trusted that it would be. When I called tonight to order our free pizza, the same lady we spoke with answered. She immediately recalled our discussion, and wrote down our standard order. Before we hung up our phones, I told her that we would give the delivery driver $5.00 so his costs would be covered. She acknowledged this, and the call ended. So far, so good.
Less than 5 minutes later, the phone rang and it was the same person with whom I had been talking with. She explained that the owner had been there and told her that they would not send us the pizza we had been promised for no cost. I could not believe my ears! When I asked to speak with the owner directly, she told me that he had left and could not be reached. So that's the high and low of our experience with Pizza Guys.
Here's the bottom line. If you feel lucky, you can go ahead and order from them and and hope for the best. But, please keep in mind that if you are not happy with your delivery, forget about it. Even if they promise to make it right a week later, you will be better off if you pick up your dinner the following week from someone else - anyone else - even if pizza is not on your menu. read more