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Businiess name:
Lilly's Pizza
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Review by:
citysearch c.
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Review content:
Lilly's Pizza makes an incredible pizza, but the service is lacking. The two times I've eaten Lilly's, someone else has ordered and picked it up. Today, I wanted takeout. I called around lunchtime to ask what time I would need to call in a dinner order for a 4:45pm pickup time. I was told to call around 3:30 so the pizza would be ready. I called at 3:35 to place my order--1 small and 1 gluten-free. I arrived at 4:45. I was told that my pizzas weren't ready yet but that I could pay and they'd bring them right out in a few minutes. I paid and took a seat at a nearby table. There were 2 other small parties in the dining area at the time so it wasn't busy at all. By 5:10, several people had come in to pick up takeout orders and were given their pizzas. I went to the counter to check on mine, thinking maybe the guy got busy and forgot to bring mine. He checked and after a few minutes came back and said that my pizzas didn't get in the oven in time. I had something I was supposed to do at 5pm and was already late, so I asked for a refund. There was some confusion about the credit card transaction. I was assured that even though my card was swiped, the payment hadn't yet gone through and that everything was okay. I checked my bank account and everything looks good so far...I'm just hoping the receipt won't get grabbed by mistake and get put in the system. The guy was nice about the refund. I explained I had called in my order at 3:30 for a 4:45 pickup. I was afraid 7-10 more minutes might end up being longer than that, so a refund was the best option. The pizza has been great the two times I've eaten it. I was disappointed to leave without pizza tonight. The guys seemed nice enough, but no one seems overly concerned about customer service. Being that parking is a bit of a hassle in that area anyway, and no guarantee of the pizza being ready on time, I probably will not try Lilly's again. It's really a shame because the pizza is really, really good and I would love to put Lilly's in my regular takeout rotation. I would much rather support locally-owned restaurants that use fresh, organic ingredients than the chain restaurants. If I had been offered a discount for the inconvenience of such a long wait time, I may have waited since I was already late for my commitment, but I was not going to pay $25 for 2 takeout pizzas that were at least 40 minutes late.
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