Placed an online order, website said order would be ready 15 mins after placing order but in fact wasn’t ready for 45 minutes. Employees have zero urgency to produce orders, and zero apology for not doing their job. Employee blamed management for not scheduling enough employees. Go figure!
Stephanie M. Lyons
I’ve been a loyal customer of Straw Hat and have enjoyed several great experiences—until today. I accidentally placed an order at the wrong location and immediately called both stores to try and correct it. The team member at the Hageman location was incredibly kind and willing to help transfer the order to the Ashe location without issue.
However, when I called the Ashe location, I spoke with an employee named Chris, who was dismissive and unhelpful. He claimed confusion and asked me to call back. When I did, I was fortunate to get Leslie on the phone, who was more than happy to assist. Unfortunately, I could hear Chris in the background pushing back against her efforts to provide great customer service, saying he wouldn’t approve the transfer.
This experience left me deeply disappointed. Two team members were kind, understanding, and willing to fix an honest mistake. Meanwhile, Chris’s unwillingness to help and his negative attitude stood in stark contrast. I live just two minutes away from the Ashe location, and it’s disheartening to be treated this way—especially when both locations are part of the same company.
I truly hope Chris receives guidance on how to better support customers and work as a team. A simple act of grace and cooperation would have gone a long way.
Atmosphere: 5
Food: 5
Service: 4
Huey
I was really looking forward to trying this place, but unfortunately, I left feeling disappointed. I spent $77 on a large pizza, wedges, fried pickles, and four drinks. The pizza took about 25 minutes to arrive, which was fine but by the time my family and I finished eating and went to ask for a box, the kitchen staff suddenly ran out and brought the wedges and pickles we had been waiting over 40 minutes for. It honestly felt like a tactic to avoid giving us a refund.
The woman at the front counter wasn’t very welcoming and lacked basic customer service skills. On top of that, the booth wall where we were seated had grease stains, and there was visible trash on the floor and around the ordering area. For the price, the quality and portion sizes just didn’t match up. Unfortunately, I won’t be returning.
Atmosphere: 1
Food: 1
Service: 1
Angie Vasquez
You come here and spend $40.00 on a little pizza and potato’s and they won’t give you any ranch without paying extra which I feel is not good business. For me it’s the little things that make a place worth going back to. The food has to be good and the service should be great. This food was ok but overpriced for what you get. I went when they first opened and it was good but they were helpful and they provided ranch at no cost which might seem trivial but in this day it all makes a difference This time I got a side of attitude with my order.
Food: 2
Service: 1
Jesus Ayala
Came in at 838 they said there closed are you guys not closed at 9 is it that hard to make one pizza
Atmosphere: 1
Food: 1
Service: 1
cameron campbell
The woman that took are order seemed very Irritated that we was deciding what we want with no line and being are first time there. Spent over 100 dollars. 2 pizzas wings and chicken strips . Waited over 30 min for food and are kids didn't even like it. Took it home got drunk and still didn't taste good.
Atmosphere: 2
Food: 1
Service: 1
nicole Estrada
Will never come to this place again. Worst customer service from the ordering to getting our food. Who charges for ketup when you order wedges. Seriously must be a hurting business.
Ausencio Duran
Great place to visit and staffing is amazing 🤩
Atmosphere: 5
Food: 5
Service: 5
Robert Adams
Pizza was a huge disappointment. Could've gotten better from 7-11. Horrible. Will not be around long.
Atmosphere: 3
Food: 1
Service: 3
Cecilia Camacho Valez
Placed 100 dollar order. Wife wasn't aware of what was ordered. At the time of pickup, she signed the merchant receipt, but wasn't given a receipt and brought home the food she was given. Noticed 2 liter soda was missing, no biggie. We called and the lady was reactive and rude, stating she gets busy and we could come get a 2 liter today or tomorrow if we wanted to. She blamed my wife for not checking the receipt, she never gave her, rather than apologizing or taking any accountability for her own mistake. We will never return.
Beware of their incompetence and poor customer service!
We have been there so many time since it has opened. Always friendly service food is really good. Love the atmosphere and full bar.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: The Works Pizza, Boneless Chicken Wings
Kelley Mcmillan
Exallent pizza it wasn't greasy at all..definitely going back
Atmosphere: 5
Food: 5
Service: 5
Maria Rodriguez
Waited and hour and didn't get our food. I requested a refund which they gave me, but never once did they apologize. The girls in the back were too busy chit-chatting but their personal lives instead of trying to help the customer. Never will I go there again.
Atmosphere: 1
Food: 1
Service: 1
Maria Lopez
Waited an hour and didn't get our food. I requested a refund which they gave me, but never once did they apologize. The girls in the back were too busy chit-chatting but their personal lives instead of trying to help the customer. Never will I go there again.
Placed an online order, website said order would be ready 15 mins after placing order but in fact wasn’t ready for 45 minutes. Employees have zero urgency to produce orders, and zero apology for not doing their job. Employee blamed management for not scheduling enough employees. Go figure!
I’ve been a loyal customer of Straw Hat and have enjoyed several great experiences—until today. I accidentally placed an order at the wrong location and immediately called both stores to try and correct it. The team member at the Hageman location was incredibly kind and willing to help transfer the order to the Ashe location without issue.
However, when I called the Ashe location, I spoke with an employee named Chris, who was dismissive and unhelpful. He claimed confusion and asked me to call back. When I did, I was fortunate to get Leslie on the phone, who was more than happy to assist. Unfortunately, I could hear Chris in the background pushing back against her efforts to provide great customer service, saying he wouldn’t approve the transfer.
This experience left me deeply disappointed. Two team members were kind, understanding, and willing to fix an honest mistake. Meanwhile, Chris’s unwillingness to help and his negative attitude stood in stark contrast. I live just two minutes away from the Ashe location, and it’s disheartening to be treated this way—especially when both locations are part of the same company.
I truly hope Chris receives guidance on how to better support customers and work as a team. A simple act of grace and cooperation would have gone a long way.
Atmosphere: 5
Food: 5
Service: 4
I was really looking forward to trying this place, but unfortunately, I left feeling disappointed. I spent $77 on a large pizza, wedges, fried pickles, and four drinks. The pizza took about 25 minutes to arrive, which was fine but by the time my family and I finished eating and went to ask for a box, the kitchen staff suddenly ran out and brought the wedges and pickles we had been waiting over 40 minutes for. It honestly felt like a tactic to avoid giving us a refund.
The woman at the front counter wasn’t very welcoming and lacked basic customer service skills. On top of that, the booth wall where we were seated had grease stains, and there was visible trash on the floor and around the ordering area. For the price, the quality and portion sizes just didn’t match up. Unfortunately, I won’t be returning.
Atmosphere: 1
Food: 1
Service: 1
You come here and spend $40.00 on a little pizza and potato’s and they won’t give you any ranch without paying extra which I feel is not good business. For me it’s the little things that make a place worth going back to. The food has to be good and the service should be great. This food was ok but overpriced for what you get. I went when they first opened and it was good but they were helpful and they provided ranch at no cost which might seem trivial but in this day it all makes a difference This time I got a side of attitude with my order.
Food: 2
Service: 1
Came in at 838 they said there closed are you guys not closed at 9 is it that hard to make one pizza
Atmosphere: 1
Food: 1
Service: 1
The woman that took are order seemed very Irritated that we was deciding what we want with no line and being are first time there. Spent over 100 dollars. 2 pizzas wings and chicken strips . Waited over 30 min for food and are kids didn't even like it. Took it home got drunk and still didn't taste good.
Atmosphere: 2
Food: 1
Service: 1
Will never come to this place again. Worst customer service from the ordering to getting our food. Who charges for ketup when you order wedges. Seriously must be a hurting business.
Great place to visit and staffing is amazing 🤩
Atmosphere: 5
Food: 5
Service: 5
Pizza was a huge disappointment. Could've gotten better from 7-11. Horrible. Will not be around long.
Atmosphere: 3
Food: 1
Service: 3
Placed 100 dollar order. Wife wasn't aware of what was ordered. At the time of pickup, she signed the merchant receipt, but wasn't given a receipt and brought home the food she was given. Noticed 2 liter soda was missing, no biggie. We called and the lady was reactive and rude, stating she gets busy and we could come get a 2 liter today or tomorrow if we wanted to. She blamed my wife for not checking the receipt, she never gave her, rather than apologizing or taking any accountability for her own mistake. We will never return.
Beware of their incompetence and poor customer service!
Service: 1
Restaurantji Recommends
Great food and full bar I will be coming back.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Double Pepperoni
We have been there so many time since it has opened. Always friendly service food is really good. Love the atmosphere and full bar.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: The Works Pizza, Boneless Chicken Wings
Exallent pizza it wasn't greasy at all..definitely going back
Atmosphere: 5
Food: 5
Service: 5
Waited and hour and didn't get our food. I requested a refund which they gave me, but never once did they apologize. The girls in the back were too busy chit-chatting but their personal lives instead of trying to help the customer. Never will I go there again.
Atmosphere: 1
Food: 1
Service: 1
Waited an hour and didn't get our food. I requested a refund which they gave me, but never once did they apologize. The girls in the back were too busy chit-chatting but their personal lives instead of trying to help the customer. Never will I go there again.
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