Horrible service!! Food is pretty good, when it is delivered on time, but customer service is piss poor!!!! We often have problems with the delivery drivers. I specifically put notes in the online orders for drivers to call and NOT knock, yet drivers like to knock anyway. When I called to report this numerous times, the manager tells me that if I were to tip more the drivers may be more respectful (instead of addressing his drivers). Even though I should not be forced to tip more than deserved (and I have worked in delivery for and I generally do tip very well I receive good service), I tried his recommendation. Only one driver has ever been polite and respectful but I do not know her name. Every other driver makes it clear they do not care and are very unprofessional.
Today, I was busy and decided to order delivery from the restaurant as, like I said, they usually have good food. I ordered online and was very clear about what I wanted and even double checked the order before placing it to make sure that I had everything right. I received the order and instead of receiving a diet coke and an unsweetened tea, I received a canned coke and a canned Brisk lemon iced tea. I called and spoke with the manager and he said that he had drivers available and would send the sodas right away. 30 minutes later when we had finished eating, I called the store back and the manager told me that I was wrong, that I was unprofessional, and that his driver would be back with the sodas very soon. I explained that I ordered the sodas (that actually came with the meal) and would like to have been able to have it with my meal and not 45 minutes after I finished. The manager asked me what I did "for a living that makes me so perfect" and he kept emphasizing that we were only talking about two small [and insignificant] sodas. I explained that it was not the value of the sodas that was important and that the point was that the sodas that come with a meal are meant to have with the meal. He did not want to help me in any way and I asked him that he refund the driver's tip off of the card that I paid with. He told me to "take it up with the driver when he brings you[r] sodas". I explained that he is the manager and I am dealing with him and that I know that he has the ability to go into the transaction and refund just the tip. He told me no and again told me to discuss it with the driver when he arrived. I pressed the issue so he told me that he would send the driver with the sodas and with the tip part of the transaction in cash. He blamed the entire ordeal on me, held himself completely blameless and refused to even address the driver, and told me that the driver is the one that made the mistake and that I needed to take the money up with him.
This is no way to handle a customer. On top of the poor service and the shitty attitude from both the driver and the manager, the driver did NOT even wear a mask during his deliveries, despite the pandemic that has impacted us for half a year now. Also, not that I wanted to keep the canned sodas that I clearly did not want, the manager wanted them back despite the COVID-19 virus and the turmoil the he and the driver caused. I know that this is a long read, but I figured it necessary to express the level of disrespect and lack of customer service that I experienced. I hope the calls were recorded so that they can be reviewed by upper management.
I would suggest Roma Pizza, which is just down Bridge Street, or Northside Deli or just about any other restaurant in the area and that this restaurant be avoided at all costs. They do not at all follow the COVID-19/CDC guidelines and they know nothing about customer service. Even if the food was spot on perfect, it does not mean a hill of beans if customers are treated like garbage..... read more
