This was, by far, the worst experience I have ever had with ANY business. The pizza delivered outside the promised time frame was incorrect, and when Eat24 contacted the business, they refused to issue a refund, offering instead to give me the correct pizza when I ordered from them, again. It didn't seem reasonable to have to re-order another time to get the pizza I'd already ordered and paid for, so I said that was unacceptable, and stated that I would like either a refund or to have the correct pizza delivered. The restaurant then stated that they no longer had a delivery driver working, which was a bold-faced lie, as they advertise on this site that they are open for delivery until 2am; it was roughly 7:30pm. At that point, I stated to the Eat24 Rep that he could have the pizzas picked up and said that I wanted a refund for the entire order, because I was done - D-O-N-E, IN A VERY BIG WAY - and I simply wanted to order from a reputable business who would deliver the correct items within the time frame promised. Lo and behold, suddenly the owner of the business, himself, was going to get the correct pizza to my front door! Fine. Whatever. I don't give one tiny rat's... posterior. I just wanted my freaking pizza, for the love of all things good. D-O-N-E. At this point, I had invested $50 and more than 2 hours of my life in simply trying to get the dinner I'd originally ordered.
I clarified repeatedly with the staff of Eat24 whether this establishment would need the original, incorrect, pizza back, and was told in the chat that they would not, so finally, I allowed my poor, famished roommate, who had been waiting patiently throughout this entire process, to dive into the pizza.
An hour later, I opened the door when finally the bell rang, and imagine my surprise when standing on my doorstep was the delivery driver who had supposedly been sent home!
Me: "Correct me if I'm wrong, but you are not the owner?"
Driver: "No, Ma'am. I would like to apologize for the problems you've had. I told them you seemed like decent folks and this, well, it stinks."
Me: "Thank you, but again, to be clear, because they stated that the owner, himself, would be bringing the CORRECT pizza, you ARE NOT the owner?"
Driver: (laughing very hard, perhaps at the absurd notion that the owner would... work, perhaps? Appease a customer? Actually do what he says?) "No, Ma'am. I am definitely NOT the owner."
Me: "And you were not called back into work, have been working all evening? You did not go home, as I was told?"
Driver: (no longer laughing, now shaking his head and looking embarrassed, almost sad) "No, Ma'am."
In the interest of not causing problems for the delivery driver, who was the ONLY redeeming factor for Top This Pizza in this entire experience, I will not relay the remainder of the conversation that followed. I will say, however, that I hope this gentleman soon finds a far more reputable company for whom he can bust his buns, because it does not seem that Top This Pizza deserves him.
Fast forward to 10pm, four full hours after this debacle began. I had not touched the re-delivered pizza, because I truly expect that a business this unconcerned with making things right with a customer would take no issue with doing something disgusting to a pizza, and the thought of that has ruined my appetite. I had been trying to reach Eat24 since the pizza was re-delivered to relay the final chapter of this saga, but of course, because Murphy's Law is in full effect this evening, their server had gone down. I know thismost definitely is NOT their fault, but it added to my frustration in ways I cannot even begin to articulate. I also could not call, because I would need to pull their number off their site. As far as Eat24 goes, the only bad thing I can say about them is that it might be good if their phone number was on their receipts, so that if their server goes down again in the future, customers aren't left hanging. When I finally spoke with a Rep, Eat24, being a reputable, customer-friendly business, offered to refund my money. I accepted, stil frustrated but relieved to have reached a resolution. Unfortunately, this experience has left a bad enough taste in my mouth (no pun intended) that it will be a very, very long time before I entertain the idea of using this service, again.
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