Franklin location: $70 order, confrontational staff, no apology
An infuriating experience at Bar Pizza & Salad Co., 384 Union Street, Franklin, Massachusetts.
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.” That is an unacceptable way to treat 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.” We have photos of both pizzas and the order ticket. He never apologized.
Replacing the food does not excuse how my wife was treated. Being busy is part of running a restaurant. Management needs to take written requests seriously, stop confrontational remarks from staff, and handle complaints with a straightforward fix and an apology. A simple pizza exchange should never be handled this badly.