I don't usually post negative comments, but the complete absence of customer service and borderline accusatory attitude experienced today compelled me to make an exception.
We order frequently from Mama's Pizza and Grill Route 61, 4425 Pottsville Pike Reading, PA 19605. Today we ordered a pizza with pepperoni and banana peppers and a veggie wrap with raw vegetables, no mayo, dressing or cheese. Simple right? The girl taking the order even repeated back the order and verified that we didn't want any mayo or dressing.
About 45 minutes later our delivery arrives. The pizza was correct, but for the 2nd time in 3 weeks, the wrap was not as ordered. The vegetables were cooked and the wrap included cheese!! We let the 1st instance slide since the veggies were raw and we were able to remove the cheese; salvaging the wrap. This time the cheese was melted into the cooked veggies.
My wife contacted Mama's explaining their error; initially speaking to the same girl who took the order. She quickly brought another "lady" to the phone who then proceeded to tell my wife that "there is no cheese on that wrap". Really; then how is it that I am physically pulling melted cheese out of the wrap? The "lady" then states "The counter person is not the cook. You need to explain it to them when you want something special." I did explain my wife replied... She even repeated it back to me. "Well, you should have said uncooked vegetables, not raw". Unbelievable! Now the customer is responsible for the counter person not understanding raw is the same thing as uncooked... Really?
My wife explained that the last time we let it slide, but this time she would like a replacement wrap delivered quickly. The "lady" replies "We're really busy right now and I don't know how fast we're going to able to get to that". Wow! You completely screw up an order, accuse the customer of not ordering correctly and now you have no intention of expediting a replacement order??!!
At that point I decided to drive the incorrect order back to Mama's for a refund. We had no intention of trusting anything else coming from that kitchen. When I arrived, I requested to speak to the person in charge. The counter girl calls to "Tia" who I find is the same "lady" that accused my wife of ordering incorrectly. She stands by her position that the counter person is not the cook and special orders need to be explained clearly. I repeated the fact that the counter girl repeated back my wife's original order. She just waved her hands in the air, apologized and refunded the cost of the wrap.
Needless to say, we have no intention of patronizing an establishment that places no value in their customer's concerns or how they treat them when problems do arise. read more