Nibuz E.
Yelp
In one word: "oof". Risked going to luigis after loads of anecdotes about the "50/50" of having a good experience and sadly fell on the wrong side of 50 (mostly due to horrendouss staff/customer service experience). Ordered 3 pizzas and a side and upon going to grab it (per the eta) the staff could not find our order. After finding it, instead of being told "our bad, we missed it" we were told we needed to wait another 20 mins and that "website eta was wrong on waittimes because eatstreet doesn't put their stuff in correctly". 20 minutes later, not one of our pizzas were ready. Tried to ask a staff member and he put a single "wait" finger to my face, typed into the POS system then turned around and walked away. It wasn't until we asked another staff member until he told us "5 more minutes" (this continued)....30 minutes later we has 2 of the 3 and was told there was a back up in the kitchen. After 45 minutes of standing and waiting in the restaurant (after being given a 15 minute eta after our original 20 minute eta), we were fortunate to speak to the manager who is the only reason the review is a 2 versus a 1. He was open and honest, comped the meal, and told us the kitchen originally missed our order and then also had to remake one pizza after burning it. (Which is fine, just be honest with your customer)
Long story short, had various staff members lie to our face about "why" the delay was happening, kept us waiting in 5 minute increments for close to an hour, and eventually also gave us a pizza of which had raw dough as the crust (we did order a thicker dough for that pizza, but it still shouldn't come out straight raw). 4 years in madison, and one of the worst, and most disrespectful customer services experiences to date.