I kept forgetting about Adelina's and I decided to give them a try this past Sunday. Unfortunately,…read moreit turned into the worst customer service experience I've ever had.
I called in an order for a large cheese pizza, a Mag Pie, and two orders of wings. The woman taking my order acknowledged each item as I ordered it, though she never read the order back to me. No big deal, I had no reason to think there was a problem.
When I arrived, I paid without really looking at the receipt, tapped my card, and left the usual 20% tip, despite the cashier being cold and unfriendly. When I was handed one pizza and the wings, I simply asked if the Mag Pie was still coming. Instead of checking or trying to help, I was immediately told, in a very rude tone, that I had never ordered it. Not that she apologizes, she didn't hear me ask for that or something similar. Just outright and flatly, I never ordered a Mag Pie.
I explained that I had ordered both pizzas, but no bother, how long would it take to make another one. I was told 30 minutes. I noticed a full Mag Pie sitting under the glass and asked if I could just buy that one instead. Before I could even finish the conversation, the man making pizzas in the back started yelling across the restaurant about "slice price" and how I wasn't getting anything for free.
What? I wasn't asking for something free. I was just trying to find a reasonable solution after my order had been entered incorrectly. I didn't care about a credit or free! The woman reluctantly boxed up four slices from the display case (half a pizza) and quoted me a price that was higher than the full Mag Pie I had originally ordered. Honestly, I would have paid the full price ($22) for half a pizza just to get out of there, but MORE than that? I believe my only comment was "wait, what?" and the man in the back started yelling again. Not raising his voice a little, actually yelling at me.
At that point, I was honestly stunned. This wasn't a discussion. I was being berated for asking simple questions and trying to resolve what was their mistake with my order. He started saying there were other customers waiting and that I needed to pay and leave. There was one customer behind me. Somehow I had become the problem simply because I was trying to understand what was happening.
For context, I'm not the type of customer who complains. I don't send food back. I tip well. I'm polite. That's exactly why this experience was so shocking. I can't remember another time I've been treated with such hostility by employees over something so minor.
I was done being berated and needed food for the whole crew, not half of them, so I left the order there and asked for a refund. I was told only the manager could issue one, and the manager wasn't there. Fine, I just walked out, leaving the food I paid for. The next day I called hoping to speak with the manager to let them know how their employees were treating customers while they were away. I left a message and was promised a call back, but no one has called days later.
After leaving Adelina's, I ordered from Green Front instead for takeout. I ended up spending three times as much (I ordered more food), and as always, the meal and service were absolutely amazing!
It's unfortunate because the pizza at Adelina's actually looked decent. But no food is worth being treated the way I was. I don't enjoy leaving negative reviews, and I would have much preferred speaking directly with the manager. Since no one returned my call, this seems to be the only way to let the owners know what kind of customer service was representing their business that Sunday.
