"We frequently order from Pizza Guys, and most of the time the food is quite good. However, we've noticed that the texture and toppings of the pizzas can be inconsistent. Our usual choice is the Garlic Lovers pizza, and we typically accompany it with a second pizza, usually one with red sauce.
Last night, we encountered an unusual problem: we received two completely incorrect pizzas. This has never happened before. The delivery driver mentioned that we should call if we had any issues, which suggested to me that he was aware of the mix-up. The delivery took 1.5 hours, which is longer than usual, so it seemed something was off. The third picture shows the two pizzas we received. We had ordered the Garlic Lovers pizza (which should have been on top) and a Crunchy Club, but that’s not what we got.
We called to inform them, and the representative was somewhat snappy, attributing the mistake to being short-staffed. I asked if I could get a coupon for my next order, as I didn’t want to order again that night since we could make do with the wrong pizzas. I just wanted my correct pizzas free on our next order if possible. She then asked if we were okay with the pizzas we received or if she needed to send us a new order, implying that a credit wasn’t an option. That was fine by me; I understood if they preferred to send out another pizza rather than offer credit.
So, I placed another order. Before the second delivery, we checked with the driver to confirm the order. The second photo shows the Crunchy Club we ordered, but the first picture is once again the wrong pizza she sent earlier. I opened it and immediately recognized it wasn’t the right pizza, as I’ve ordered it about 20 times. I just chuckled and thought, “Close enough,” and accepted it.
I do feel guilty for not returning the wrong order or calling back again. I simply wanted a credit because the pizzas they sent were not great, and I was craving my Garlic Lovers pizza. Before calling, I had also checked my order number and receipts to confirm that I had indeed ordered the correct items. Regardless, I’m sure we’ll order from them again."
