I want to preface by saying, my husband and I frequented this place. We have ordered from them many times over the years and never been disappointed. We have always loved the food, it's so delicious and the service is usually quick and friendly. But, our most recent experience was so distasteful that we won't return. Right now, they are only offering delivery or carry out due to COVID-19--therefore, we knew it would take longer than usual and were expecting to have to wait. We made the order through their online website and received an email saying it would take anywhere from 20-50 minutes. Expected delivery time was 6:35 (we made the order/received conformation at 5:45). It was being delivered via DoorDash. At 5:57, we get a text from DoorDash that said it was being delivered via DoorDash and should be there at 6:34. 7:00 rolls around and we are still waiting. We also did not have updated delivery information, it still showed it would be delivered by 6:35. When we chose to "track" the order via DoorDash, it said they were 8 minutes away. We waited about 15 minutes and...nothing. I finally decided to call Bonfire at 7:07 to ask what time our order had been picked up. They answered, I gave them my name, asked my question, and she didn't answer my question. She just said, it should be there soon. I proceeded to call the DoorDash delivery number that was given to us with our order conformation--no answer. It actually didn't even ring and went straight to voice mail. I call again, it rings once, and then goes to voicemail. I tried calling 4 times...for good measure. Well, 7:25 rolls around (almost an hour after the projected delivery time) and still nothing so, I call Bonfire back to cancel the order because (1) we usually don't eat that late and (2) we didn't really want sushi that had been possibly sitting in the car since sometime in the 6 o'clock hour. This is where my low rating comes in. She told me that they couldn't cancel the order, that it was with DoorDash and even while I tried explaining the timeline, she was very snarky and never offered an apology for it taking so long nor did she offer checking on it for me. She told me that I had to cancel the order with DoorDash. So, I hopped on DoorDash, of course there is no number to call so I choose to "chat" with someone. When I finally started chatting with Sheryl and explained the situation, she told me at 7:34 that they would cancel the order for me. I asked how to go about received a refund and she told me I would have to take that up with Bonfire. I had my husband call back this time (3rd time) because I was simply put out. He called and explained the situation and told them what DoorDash said about how they cancelled the order and that a refund had to be given through them since we placed the order via their site. Again, she was rude and offered no apology or assistance. She then tells my husband that we have to take it up with Menufy, the program they use for online ordering (even though when our credit card is charged, it goes straight to Bonfire). Nonetheless, I call Menufy, who actually DOES have a number and have to leave a message for them to call me back. Dead end after dead end. 7:45 (over an hour after our original "delivery" time) we get an update on the DoorDash tracking that our order is finally on the way...after we've cancelled. I hop back on DoorDash chat to try and see if they can alert the driver that we've cancelled (which I thought they would have done when Sheryl told me she cancelled the order) and it took quite sometime to get someone on the line. Finally, they get on there...during this time, the delivery woman has arrived (7:50--an hour and 15 minutes later than our "quoted" time). We had chosen "no-contact delivery" due to the COVID-19 where they are supposed to drop it off since it's already paid for. She didn't do that. She's knocking on the door, ringing the door bell, and then sits there for over 20 minutes. We did not want to accept the food since we had already cancelled. All of that being said, Menufy called me back and were SO incredibly nice and helpful and took care of it, immediately. Thank you Menufy for actually helping us! I think it goes without saying we will not be ordering from Bonfire again, nor will we be using DoorDash again due to both company's lack of help, respect, and understanding. DoorDash nor Bonfire ever offered an apology for how late the food was or the miscommunication about the cancellation. It was simply a huge, huge mess. read more