Roma Pizza and Restaurant

Almost everything customer said is true. First the address customer lives is very confusing and and hard to findI talked my driver later and she said she called them and it took them minutes to respond backFinding building is headache then finding apartment is another headacheThere is
no order for apartments.And nighttime makes it worse. and we are not ***Friday night hour delivery time is normal.and the coupon they used is not valid Friday nightsBut I still did It. It was single digits and freezing. I did offer another pizza to exchange but he didn’t accept it. We deliver our pizzas in pizza bags.I only refund if they return the food

Complaint: [redacted]
I am rejecting this response because: we responded as soon as she called and gave her directions to the door.  The special was listed on [redacted], if it is not available Friday nights make the adjustment on the website.  She did not have the food in any type of bag as I previously stated.  The bigger issue is the argument I received from the owner and a failure to take responsibility.  I would have taken a replacement, but he could not prioritize this issue and asking for a replacement was a shocking request.  I have looked at other online reviews and found many other complaints that are similar with the owner/establishment unwilling to rectify horrendous service.  To re-iterate we picked up when she called and guided her to our condo and the food was not insulated, until a refund is issued I will not accept.
Sincerely,
[redacted]