"I ruined my son's birthday party. I placed an order for five pizzas to be delivered to Rockin Jump San Jose at 11:45, with the order submitted at 10:54. I made sure to include specific notes, including the venue name and the party details for the delivery. Unfortunately, the pizzas didn’t arrive until 12:00. When I called to check on the order, the representative I spoke with was difficult to understand and said he didn’t know where the delivery was supposed to go. After some time, I discovered that the pizzas had been delivered to the wrong location. The person on the phone acknowledged this mistake and mentioned something about his brother delivering the pizzas to a building where they were left outside of a door that had closed behind him. He didn’t provide any information about where this location was.
He assured me that the pizzas would be redirected and arrive in 15 minutes, despite the fact that the correct location was only five minutes away. I repeated the delivery address multiple times, but he didn’t seem to acknowledge it. By 12:15, the pizzas were still missing. I called again and was informed by the driver that he was on his way with the pizzas, but he still didn’t confirm the correct address or provide any information on where the first batch had gone. I asked for the delivery driver's phone number so I could reach out directly, but I was told that they would pass my number along to him, and he would call me. However, no one ever called. They claimed several times that they had tried to contact me, but I received no calls at all, which felt like a lie after calling three times to check on my order.
The pizzas finally arrived at 12:45, an hour late, after the venue had already closed for our party (our birthday celebration at Rockin Jump was scheduled from 10:45 to 12:45). This was, without a doubt, the worst service I have encountered in over a decade as a customer of Mountain Mike’s, particularly at the Sunnyvale and Palo Alto locations. We had 20 adults and 12 children present, including my son, who ended up without lunch. After this complete debacle, I called at 4 PM to request a refund. I was told they didn’t have access to the system and that I would need to call back on Monday at 5 PM to speak to a manager."
