Pizza Factory

This complaint was brought to our attention and we would like to state the following concerning this matter. It was stated this has happened twice but it was only brought to our attention once, and an isolated incident. We immediately relieved the driver of his duties and had a company meeting with...

the drivers and all other employees on the risks of health issues from someone tampering with the food or leaving it where someone else can take it. We also discussed the customer's side of this issue, a customer pays for food and does not receive their order. When we received the complaint from the customer I tried talking to her to help resolve the issue at hand and I assured her that this is something that we do not condone and we take this very seriously. I tried to assure her that we would take every measure possible to make sure this would never happen again and I asked if she would like a credit or her money back. While trying to talk to her she was very irritated and was yelling at me on the phone. This made it extremely difficult to talk to her and try to rectify the issue together. I understand her frustrations and would be just as upset if the roles were reversed. all we ask is to give us a chance to speak to her and to make her satisfied as we would in any other situation. we as a business are embarrassed by this matter and fixed it to the best we could with this customer. We have been and will continue to be making our business something the community as well as us can be proud of. Thank you for your time.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
When I spoke to the manager on the phone he never offered to credit my account back, nor did he tell me this was unacceptable. He told me that I was crazy and would not let me speak. I was not yelling, I did have to raise my voice to try and get a word in but was unable to as he continuously kept interrupting me and talking over me and would not even listen to my complaint. Had I gotten the response he has put in writing here, I would have no reason to formerly report the issue to the Revdex.com. However, the information he is giving is false and that is not at all the way the conversation went. When calling to complain understanding and crediting my account would have been more then fine, this business manager however did not do these things he says he did. It is extremely unsayisfying and a shame that he would lie. I was at my place of work when making this phone call and could not yell even if I had wanted to, I was also on a time restraint due to being on my lunch break and would not spend that short period of time calling to complain or reporting the issue if he had rectified this matter in the cordial way he states he did.
Regards,
[redacted]

I ordered a pizza at this location. The wait was crazy!! The employees were handling the money and making pizza, no gloves or hair nets. There was no organization at this business.After waiting a long time to get my pizza I took it home to my family and everyone dug in when we pulled apart the pizza I thought it was extra,extra cheese but when I looked closer it was raw dough!!!!! I called Pizza Factory right away. I spoke with a young girl who told me the manager ( [redacted]) will reimburse me. She took my name and number and said she would call me when she got in. I never received a call that day. I called her the next day. I was very nice and professional about it. Not even a sorry!! all I got told was I will give you another pizza and personally deliver it her self. All I wanted was $44.00 my money back, I told her. I had to spend more money elsewhere to get dinner. Not only that but my daughter was soo.. hungry she ended up eating 2 slices of the outer crust part cause the middle was doughy.( she is 14)An hour later she thru up. I thought she was fine. Then I got a call from her to pick her up at school.( I have pictures )Product_Or_Service: PizzaDesired SettlementI would like to get my money back. I would also like people to know of this bad business.Business Response There is no problem with our oven not cooking pizzas, they come out on the crispy side not ever 'raw!' I explained to [redacted] that I would be more than happy to replace her order or comp her next meal, but she refused.WE are very pleased to announce that we have received a 100% on every UNANNOUNCED health inspection!!!! We are very proud of this!!![redacted] stated if "I did not refund her money, she was going to contact the Revdex.com!" She blames her daughter getting sick on our food. Having young kids myself - kids get sick with the flu, touching door handles that contain a lot of germs, etc...to specifically blame us for her daughter's illness is ridiculous!Thanks for letting us take the time to respond!All the best [redacted] and family!OwnerConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My family is a family of 6 on a busy day. We wanted pizza for a fast choice. The upsetting part is I paid for a pizza that my family couldn't eat. Then had to go somewhere else and spend more money and time to get something else. I have a copy of the email I sent. She gave me her email so I can send her pictures of the raw pizza. I don't know why if she wasn't going to do anything.I never threatened her that way. I have proof! As for the health inspection I don't kno how it passed if she just said her stove didn't work. That wasn't my family's fault and how was she going to give me another pizza if her stove didn't work. When I got home and found out about the pizza. I called a young polite girl answered and said the owner would give me my money back and would call me. She never even called to apologize I had to keep calling her. After all that would you want a pizza compt to you?? I have 4 kids and work in the healthcare industry I know the difference between the flu .Yes it was my daughter's fault I told her not to eat it ! But she was a hungry teenager .

Review: I took my three kids out to Susanville tonight for dinner and a movie. We stopped at the Pizza Factory next door to [redacted] on Main street. When we walked in it had little kids running around babies not sitting in high chairs the children where slamming and playing with the game machines where it looked like they were having fun but they actually were not none of the games worked and or were broken only one game that was a gambling game worked and I got $20 to put in there change machine for my kids to play some video games and when I was showing my 8 year old son how to play them, the boat game stirring wheel didn't work and the gun shooting game did not shoot anyone two of the other video games were shut off after we put two quarters in the games, each game that seemed to be turned on as they started but the controls did not work so my kids waisted $15 because we tried all the games in hopes that they worked but did not we have never eaten there before tell tonight. I felt completely scammed because I asked the cashier for $20 from my card so that I could give them money to play and the cashier didn't even mention to me that none of there games worked! I feel ripped off and the Pizza Factory owes me for fake presentation of a game room. The food was fine the unsupervised children was also not fine because it is not a cheeky cheese what so ever a pretend game room where children would get hurt and or kidnapped. Not a safe environment for children or adults cause they could trip on babies crawling and or walking around by themselves. They need to get ride of the games or get them fix and or replaced plus have a sign up that if you are not supervising your children around the games you will be asked to leave.Desired Settlement: The total that I paid for our Dinner was $54.00 plus the extra $20.00 for video games I left with $5 dollars out of the $20 because nothing worked. My whole point to going out tonight was to play and have fun with my kids which I just got stolen from. A refund and an inspection to have the video games working in good condition or removed as it is false advertising of a fun place to eat with your children when in fact it is not and un safe.

Business

Response:

We reviewed video of the night [redacted] and her 3 kids came in. The arcade side of the restaurant was about 3/4 full and kids were playing all the games. We are contracted with an outside company that owns and repairs the games. If we are aware a game does not work, we put an out of order sign on it until they fix it. The boating game has since been fixed and all others have been serviced. As for the unsupervised children, yes all the kids were up playing games and having fun, but their parents were sitting right there. Our employees did go out a few times to help supervise and direct kids out of the salad bar and quiet dining areas and back over to their parents in the arcade room. We have a "play at your own risk" sign and will give some refunds on "out of order games". Although, we did not receive any other complaints that night, we are truly sorry [redacted] had a negative experience at our restaurant. We will gladly refund her 1/2 of what she spent on the games.

Sent on: 3/4/2014

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Let them know that The shooting game don't even shoot and the boat stirs into the wall the stiring wheel needs to be fixed. My husband let me know that there is a game company probably that is responsible for the games as you have also let me know. The children running around was not the problem it was the babies walking around but then I am a mother that would have my baby in a high chair. Thank you for resolving this matter.

Sincerely,