Serving Chicago style pizza that is 1/2 the thickness and none of the flavor of a real Chicago is bad enough, but coupled with horrid customer service (and from the owner/manager himself no less) is a recipe for disaster. Unless you're a college business student and are studying how NOT to treat patrons - avoid this place at all costs.
We were excited to try this place and we love pizza. It looked nice enough and had a good concept -- NYC decor for 1/2 the room and Chicago for the other. I asked the waitress to add crushed red peppers before baking because we like our sauce spicy.
If I called the Chicago style pizza we were served ""incredibly spicy"" - it would be a understatement. We had already been served a salad (unremarkable) and garlic knots (dry and not worth $5 for sure), so we mentioned to the waitress that the pizza was so spicy even we couldn't eat it. She offered to get us a thin slice of cheese so we could at least finish off our salad and (choke down) the knots and we agreed. We had pretty much made up our minds to just pay for everything and live to eat another day.
When the bill came, they had charged us $20 for the pizza AND for the slice on top of that. At that point, it was just too much. We asked to see the owner/manager and explained to him that we couldn't eat that pizza and were happy to pay for everything else (over $20 more with the beverages we had).
Not only did he refuse, he was completely belligerent and couldn't care less about how we felt. He actually argued that he's ""been in this business a long time"". That left us (who actually own a business with many employees just down the street from him) really shaking our heads. He above all else should know how important word of mouth and customer service truly is. His ""saving"" $20 hurt his business far more. There certainly is one place that we'll never order employee lunches/birthday parties from -- and we won't be shy about telling everyone we know (including other business owners and employees that live close by) about this poor experience.
It's Business 101 that the reasonable customer is always right. There were so many ways this could have been diffused --- from removing the pizza from our bill, to at least showing some attention to what were were saying and offering to reduce it to 1/2 price, to maybe even offering ""Hey, since this was a special order - how about you pay for it this time, but I'll give you a coupon for a free pizza next time so you'll have a better experience"". Patrons that have a poor first experience will often never return -- so the owner wouldn't really be giving away anything, but if they do come back, at least the owner is getting a second chance, plus making some money on the drinks and other items that are ordered on that visit.
Pros: Nice Decor
Cons: Where Do I Start?