A Place We've Loved for 25 Years, Disappointed by the Customer Service from manager Tina at Rudy's…read morePizza
Our family has been coming to Del Osso Family Farm for 25 years, going all the way back to when it was just a corn maze and pumpkin patch. We absolutely love this place and have enjoyed watching it grow over the years. That is what makes this experience so disappointing.
Unfortunately, our recent experience at Rudy's Pizza, particularly with a supervisor named Tina, left a very bad impression.
We were visiting with our four kids, ages 11, 8, 5, and 9 months. We ordered two pizzas when there was no line, ordered our beers from the beer garden next door, and found a place to sit. After about 15 minutes, our food still had not been called, even though it was not particularly busy when we ordered.
My wife went to wait by the pickup window, and I eventually took her place. I could clearly see our two pizzas sitting there, already cut and ready to serve. Our order was number 27, but the staff continued calling orders 24, 25, and 26 while our pizzas sat there getting cold. I waited because I did not want to interrupt other customers or take food that might not have been ours. Eventually, our number was called, and I asked why our pizzas had been sitting there while other orders were handled. The response was simply that they were doing the orders in order.
A worker offered to remake our pizzas, but after already waiting that long with four young kids, why would we want to wait even longer? We were there to enjoy the farm, not spend our limited time standing around waiting for food that had already been prepared.
I took the food to my family and then returned to speak with management. The first manager explained that they had an issue with the oven. If that was the case, why wasn't that communicated when we ordered or while we waited? Our pizzas were already made and sitting there. The issue was that our food was allowed to get cold while other orders were called.
I suggested a simple resolution: refund the cost of one pizza for the inconvenience, and let's move on with our day. I was not asking for both pizzas to be refunded or demanding a free meal. I simply wanted a reasonable gesture for the experience.
Admission is $25 per child and $35 per adult. This is not an inexpensive day out, especially for a family of six. We pay to enjoy the attractions and spend time together. Every minute spent waiting for food is time we cannot get back. We certainly did not want to spend even more of our visit waiting for replacement pizzas.
The first manager agreed to the refund but needed another supervisor to help process it. That is when Tina entered the picture, and her attitude made the situation significantly worse.
Tina was argumentative and visibly pouting about the situation. She repeatedly said it did not sit well with her to refund us because we had already taken and eaten the food. She kept insisting they normally would have made us new pizzas instead, making it clear she personally disagreed with the refund.
This attitude was completely inappropriate. We had already waited, our pizzas had been sitting out getting cold, and we had four hungry kids. We ate the food because we needed to feed our family and wanted to get back to enjoying the park. We were not going to let our kids go hungry or waste even more of our limited time waiting for another order.
What bothered me most was that Tina acted as though I had done something wrong by accepting a refund that another manager had already agreed to provide. Instead of professionally resolving the complaint, she continued arguing and expressing her personal displeasure. It felt like I was being scolded for raising a legitimate concern.
I asked for a refund on ONE pizza, not both. I was trying to resolve the issue fairly and get back to enjoying our family day. Apparently, Tina would rather have had us wait even longer for replacement food than honor the reasonable resolution already offered by her colleague.
This entire situation could have been handled with a simple apology and some understanding. Instead, Tina turned a frustrating food service experience into an unnecessarily unpleasant confrontation.
I want to emphasize that this review is not a reflection of our 25 years of love for Del Osso Family Farm. We have so many great memories here and want to continue enjoying this place with our kids. However, customer service matters, especially when something goes wrong. How customers are treated when they raise legitimate concerns makes all the difference.
I hope Del Osso management takes this feedback seriously and addresses how complaints are handled at Rudy's Pizza. I would hate for one supervisor's poor customer service to change how our family feels about a place we have loved for decades.
And if you made it this far, the pizza was horrible. I could make far better pizza in my home oven.
