Sam's Pizza & Subs

"I placed a order on 1/22/23 for a crab cake dinner. Upon receiving my order my dinner tray only had 1 crab cake in it. This is not my first time ordering a crab cake dinner from Sam's Pizza- our family orders often (orders average $60+). I called the store and verified with the restaurant how many crab cakes are included in a dinner tray- and 3 was verified. At this point I notified the restaurant that my dinner only included 1 crab cake. The young lady I spoke to, checked with the manager on duty (Lupe?) who advised that they will get a new order out to me with those 2 crab cakes that were missing. My family and I waited 2 hours and, there was no delivery. I followed up next day and contacted the restaurant again. I requested to speak to the manager, who confirmed that she was the same manager on duty the night prior. She confirmed that she can deliver 2 crab cakes back to me and apologized for not having them delivered last night. I expressed to her how much of an inconvenience this caused my family and that delivering 2 crab cakes to me today does not make things right. Today is a new day, and as expressed dinner in my household was impacted last night. The on duty manager informed me that she would need to reach out to her boss David in order to see what resolution he would offer. I waited on hold for her to contact David. The manager on duty reported to me that David stated all he could do was to send me a crab cake dinner tonight and apologized how it inconvenienced my family and the other orders last night. As a local business owner and a supporter of small businesses, Sam's Pizza at Lafayette dropped the ball. I informed the manager on duty, Lupe that she can keep the crab cake dinner and I will count this as a loss and will not continue supporting this establishment. There was no service recovery at all. I informed the manager that at some point, there should have been a follow through same day (yesterday evening) to ensure my order issue was made right and resolved. I only can imagine that 2 crab cakes sat waiting on the counter to be sent out and never was. None of this red flagged staffed to ensure a order was not missed. Not receiving my order at all yesterday after speaking to someone who assured me that they would get it right back out to me is disappointing. Furthermore, not understanding the inconvenience of this is saddening. It's a Monday night, and delivering me 1 crab cake meal does not make things right, when I have a family. We are a family that eats together. As stated, I am taking this as a loss and will share my experience with my friends and customers. Small businesses only thrive and survive with the support of their community. If Sam's Pizza Lafayette keeps us this type of service, you will lose the support of your community. I regret that I did not listen to our neighbor who had a similar experience a few months ago, and stopped ordering. We did give Sam's Pizza the benefit of the doubt, and continued ordering until this issue."

"My family ordered me a steak Stromboli while I was at work came home hungry and tired yet relieved I was about to have a great meal. Boy was I wrong I came home sat down to eat and found my Stromboli had only a ton of cheese and sauce inside, absolutely unacceptable Sam's pizza, as much as food cost nowadays to do someone like this is awful"

"Sam's Pizza and Subs is a hidden gem nestled in a shopping center on a well traveled road. I have driven by this restaurant many times without noticing. Luckily today I stopped by for a late lunch, I was greeted promptly and seated. The friendly staff took our orders and our meals arrived hot and delicious. I will definitely return to explore the rest of the menu."