It pains me to leave this review, but the undeniable lack of care, and there being no attempt to reach out to me from "management" or owners after trying to speak to them about the issue, give me no choice.
I moved to the Hawthorne neighborhood about a year ago. I had never been to a Rovantes location proir to this last year, which is when I moved to Portland. I tried it on one of my first days after moving in, as they have pizza by the slice. I live alone and haven't met too many people since i've moved here, but I frequent it passing by because it's on the walk to/from my apartment to the hawthorne shopping stretch.
If this review was strictly about the pizza I would give it 5 stars easy, But it's not. After going in regularly, about every week or two, I began to notice that the staff, almost every time, was unpleasent in your interaction with them. I honestly never really cared that much, but after a while, it was noticable, that after going in often I coulnd't recall a time I was greeted with a smile, or a "How are you today?". It was always just a blank look of "What do you want". It was noticable but never something to complain about because it never really affected me, and I was consistently happy with my food.
Weed before last, I had a friend in town, and we were talking about getting food before things started closing and we didn't want to cook. We started thinking about this at about 9:15. I mentioned Roventes, telling him how good it was. I had ordered there one other time (whole pie, not just a slice) and was saying we should check out the menu and what to get, try something different then what the do by the slice for the sake of getting something new. We quickly decided and I started my online order at about 9:25, being sure to hurry because I know they closed and 10 and I didn't want to put in the order too late. After finishing the order, I entered my debit card information and clicked order. A pop-up came up saying "Error - Please contact restaurant -" and their phone number. I tried calling immediatly, and it only rang. called back two more times and still only ringing. It occered to me that I had sent the order through at about 9:31 and thought maybe it had something to do with the timing being under 30 minuites before closing and thats what was up, and I checked my bank statement and I had been charged - charged $47 which was odd because I had ordered a $33 pizza and left a $5 tip so I didn't understand why I was charged significatly more then what I should have. But because I was charged I figured the order had gone though, because why would their system charge me for my order if they didn't receive it right?
Wrong. my friend and I walked down to the store at 9:50 and doors were locked, lights were off, no sign in the window, but it was obvious that they were closed before I had even ordered. Utterly confused on why I was charged almost $50 from a closed restaurant, I couldn't ask my friend for his half of the pizza cost for a pizza that didn't exist. We ended up getting something from safeway, because by the time we learned about in early restaurant closure everywhere else around was closed.
I called asked to speak to a manager about what happened. The person on the phone said that he was the manager, and that he had been working the night before. After explaining what happened, he asked me for my name and what I ordered, and told me he couldn't find my order in the POS system. He said that he was confused because he had closed the previous night but didn't think he was gone that early. I told him I needed that money refunded asap.o. He said it should be refunded to my card and that he was going to reach out to a supervisor about what could have happened. He asked for my name and number and said he would reach back out once he talked to the super. He never called.
Because I hadn't heard from him and the next day my funds were still on hold, I went into the shop. A guy working approached me once I came in, I asked if he was the manager and he said he was and I asked him he was the one I spoke with on the phone the previous day. He said he was not and that he had been off the last couple days. I went through everything that happened, and he seemed very confused. I asked him if that was a normal response for that type of situation, to just tell the customer that too bad they decided to close early, and I have no way to expedite getting you a refund for something that you never even paid for. He immediatly got defensive and bitterly told me this was the first he was hearing about it and what did I expect him to do. I told him an apology and maybe some kind of complimentary slice or a gift card would have been nice, but not when I have to ask for it. I was pissed, and left. I was contacted later that day, and told my card would eventurally be refunded and that was that. I tried getting in contact with a owner or higher up and got nothing. read more