Pathetic customer service and an embarrassing lack of professionalism at Bar Pizza & Salad Co. in Franklin.
We’re repeat customers who spent $70 on this order. We ordered a ham pizza for our son with a simple request: “Not crispy please.” That instruction is printed directly on their order ticket. The pizza came out extra crispy.
When my wife called, the staff member who answered said they were very busy and she would have to contact the manager tomorrow. We simply wanted an exchange because our son wouldn’t eat it.
When my wife returned to the store, she heard the cooks in the background saying, “She’s here” and “Hold me back.” What an unbelievably childish way to behave toward a customer returning over an order problem.
My wife first spoke with the manager after returning to the store. The manager said she hadn’t been specific enough. “Not crispy please” was printed right there on their own ticket. That is a ridiculous excuse.
They also asked my wife whether she had sworn at a teenager on the phone. She did not swear at the person who answered.
The manager had a second pizza made and described it as what he calls “underdone.” A photo of the first pizza is attached. He never apologized.
Replacing the food does not excuse how my wife was treated. Being busy is part of running a restaurant. Handling a complaint with basic courtesy is part of the job. Management should be embarrassed that a simple pizza exchange was handled this badly.
