Hungry Howie's Pizza & Subs

I placed an order online and was advised of a 60 minute delivery time.
After an hour of tracking my order not seeing a status change, I began to call the store to no avail.
I drove to the store with an admittedly “hangry” sister in tow.
I was met by a young lady at the counter who informed us their delivery driver had not made it in and they wouldn’t have my order until after 5.
When asked how we can rectify the situation, the manager Mel informed us we would have to wait an additional 25 minutes because there were “orders in front of us.” Both people at the store literally threw their hands in the air with no apologies or remedy.
Mel then said my order would be refunded within 7- 10 days and began to walk away without offering their name, position, or a receipt.
When I asked for their name, they said” Any email you send will just come to me.” In a dismissive and deserved manner.
I can appreciate being understaffed, however the absence of customer service was shocking.
If there was no way to get delivery at the time I placed my order, I don’t understand why the delivery function was operational.
If my order wasn’t coming I don’t understand why I wasn’t informed, or when I called why no one answered to explain my order wasn’t coming.
I don’t understand why it couldn’t be acknowledged that I had placed an order an hour and 30 minutes and had been charged for food before I entered the store, but was told of the customers “that were in front of me.” Mostly I’m disappointed because of how I was treated in the store, that this issue couldn’t be resolved there.
The subs are amazing here.

Owner response

My hubby called in a To-Go order.
I went to pick it up.
Nick was the only one working the store.
He was friendly & prompt with an accurate order.
Our classic pizza with garlic butter crust was really good! Hubby and I shared an Antipasto small salad.
It was super fresh and a huge portion for a "small" size.
Great value! And the cookie to-go (hubby's sneaky surprise) was warm and delicious.

Owner response

My wife and I ordered two large subs.
One steak and cheese with mushroom and a chicken bacon ranch sub.
We also decided to get the cinnastix.
They cut cinnamon sticks horribly and it just looked like a huge pile of dough with four lines in the center not even to the edge and the same thing with the cut across the center. So we decided to take the cinnastix and make something else out of it by adding vanilla extract, syrup, and some milk.
Then, we cut it into small pieces and baked it.
It was way better than the pile of dough covered in cinnamon that we started with.

Owner response