Coastal Crust James Island

Walked in for a quick slice and got a fantastically unexpected experience.
The staff were kind and gave top-notch service.
The food and drinks were simply 👌🏾 delectable.
Will definitely be back!

Decent food and great atmosphere, but the service can be better.
The outdoor seating area with the soccer goals is really nice.
We sat inside since the sun was on our face.
We had the Pizza Supremo for entree and the Cannoli for desert - both decent but it didn’t blow us away.
We wish our server paid better attention to us though.
She didn’t refill our water, didn’t clear our plates before we had dessert, and we also had to flag her down to get a menu to order dessert.
It was not even that busy.

I phoned in an order today and a pleasant, but seemingly new employee took my order.
I thought it was odd when I told her what kind of pizza I wanted (but wasn’t finished ordering) she asked for my name and my phone number.
I did give her the information, but immediately said i want to order two additional items.
She said ok and I ordered a second, but different pizza and an appetizer.
The young lady was eager to get back to pressing work, but I had to quickly ask how long until the food is ready before she hung up.
she asked some other employee the current wait time and given it was 6pm on a Friday, a 45 minute wait is not unreasonable.
I made the 15 minute drive to their location on James Island.
When I got inside it became evident that they did not place the complete order.
This was not an online order, but a phoned-in order.
Mistakes happen.
I get it.
But how you react or recover from the mistake is how I measure service, and this was a failure.
The pleasant young lady at the front desk went hunting for the food first.
It took five to ten minutes, and she told me that the food was not made.
She, and rightfully so, asked, what appeared to be a manager, for the food to be made on the fly.
The young man said “I am not making food on the fly”, and they were going to go on with making my additional food.
I had to interrupt and ask how long will it be and was told 25 to 35 minutes.
At this point, the manager, if trained properly, should be situationally aware that his crew owns this mistake and should promptly try to fix this.
There was no offer to expedite the missing food.
There was no offer of a drink or a portion of the food to be discounted or free.
There was no offer to remake the pizza that was going to be sitting out for the next 40 to 50 minutes (drive home time added).
I told them to keep their pizza and walked out of the restaurant. Fifteen minutes later (at home) I receive a call from them telling me that my food is ready.
I explained to the young lady on the phone that I told them in the restaurant that I was not going to wait and did not want the food.
Fair enough it was busy and noisy and said she did not hear me. Coastal Crust needs to train its employees and management staff on how to handle mistakes.
They will happen.
And it’s a shame, because I was really looking forward to their delicious pizza.

Owner response