Austintown Belleria Pizza & Pasta Inc.

My family has ordered take-out and delivery from the Austintown Belleria for over 5 years. The food arrives hot and delicious. The pizzas are fantastic, but if you just get pizza there, you're missing out on the authentic Italian dinners. Our favorites are the Chicken Parm, spaghetti with meatballs (the sauce is heavenly and the meatballs melt in your mouth), and I'll tell you, cavatells with vodka sauce rivals my Italian grandma's (don't tell her I said that).

The food in a restaurant can be sensational, but Belleria's service is really good, too. Recently I accidentally gave the delivery man my utility money envelope instead of the Belleria cash. This honest guy came back to my door right away and showed me the four $50 bills I'd accidentally given him. I'm disabled with a very limited income and if that money disappeared, my utilities would be off. Honesty like this doesn't seem to happen much anymore, and I'm so grateful Belleria has people like this working there, that we are customers for life.

Great food, great people. Really appreciate having a place like Belleria close to where I live. I feel bad, I should have written this letter a few years ago, but after the delivery man returned the money I'd accidentally given him, I had to write now and let people know that it's not only a great place to get delicious Italian food, but the people and service are good, too.

Review: I ordered a grilled chicken salad from this restaurant on 8/22/2014. Upon opening my salad, I noticed the lettuce was yellow and brown in color and included pieces of the core. After taking out pieces of the lettuce, I noticed a nat. I immediately called to speak to a manager to discuss the manner, and was told the only option was to make me a fresh one. He advised me that salads are made in the morning then topped with additional toppings. I told the gentleman that I did not want another salad, I just wanted a refund of at least half of what I paid. I was then advised they have a no refund policy, which I wasn't aware of. The man then told me that he " was done with the situation", and once again suggested another salad. I ordered from a menu which does not have that policy listed, nor is this listed on their website. I work for a company who normally orders from this restaurant a lot, however with this customer service, we will no longer order from here again.Desired Settlement: Refund/compensation.

Business

Response:

Business Requested Response to Not be Published.

Review: I ordered a pizza with very specific instructions and I did not discover until I got home that it was prepared incorrectly. I called to have the problem resolved and the young man that prepared the pizza was very rude and disrespectful. He admitted that he put toppings on the pizza that I did not even ask for and that then refused to correct the problem. He had no regard for me as a customer and simply continued to reiterate that he could not give me my money back. He put me on hold for about five minutes and during that time I got into my car and went to the pizza shop and while I was turning into the parking lot, he came back to the phone. We had previously discussed the mistake he made and he agreed that it was in fact his mistake; and when he came back to the phone he still refused to refund my money. I told him I was going to call the police, and that is what I did. The police went in and spoke with them about giving me back my money and they would not. I was then told by the police that this was a civil case and I would have to handle it that way. I spoke to the young man in the shop and told him that I needed his name and the name and phone number of the manager/owner. He gave me the information and I explained to him that I would be filing a complaint. I left the pizza there with the young man, I took a picture of it and I have my receipt and the information he wrote down for me regarding himself and the manager/owner. There were two young men there and the one who prepared the pizza was the one who was very disrespectful on the phone. Here is what was ordered: a 12" pizza with mushrooms on the whole pizza. All other toppings were specific to half and half of the pizza. The first half along with mushrooms was sausage, yellow peppers, pineapple, and regular cheese. The second half along with mushrooms was green peppers, regular cheese, and extra cheese. The whole pizza had red & green peppers, pineapple, sausage, and regular & extra cheese. It was not prepared as requested.Desired Settlement: I would like to have my $16.00 refunded - I no longer wish to deal with them because I have no confidence in their ability to prepare my order correctly. Not only that, I do not feel comfortable consuming anything prepared in their facility. I cannot believe that they expected me to accept an inadequately prepared product and in addition, being treated with disrespect is not something I can accept from anyone whether I am giving them my money or not. I have photos of the pizza and my receipt.

Business

Response:

Regarding ID #[redacted]. Austintown Belleria policy regarding a customer complaint is to determine the concern and address the concern with new product at the time of concern. I have interviewed my staff and have spoke to the police that the complainant called. Both confirm that an offer to remake the food in question was offered at this time, but refused. We have a no cash refund policy.

Sincerely,

Management

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

The information regarding a replacement of the product was not initially offered to me until the police went into the facility. The disrespectful way that I was treated and the fact that when I originally called and went back that evening to get a replacement and was refused such is why I requested my money back. I was told that I could not get a replacement right then because they were closed, which they were not. The doors were unlocked and still open and the officers and myself were in the building. It served no purpose for me to come back on another day to fulfill the need for that evening.

In addition, who would want to deal with or support a business who disrespects their customer for any reason, and especially when they are admittedly at fault. I stated in complaint previously, that I would not trust consuming anything prepared from this entity. Had they honored my initial request for a replacement for that evening while I was there, I would have accepted. They refused, and tried to bribe me into accepting something I did not order in addition to a future replacement. Why would I consume something I did not order or accept an offer for a future product when I no longer trust the hands that would prepare my food? I choose not to support an entity who "apparently" condones the disrespect of clientele. I cannot and will not be forced to consume something I don't feel comfortable consuming, and I will not be robbed of my hard-earned money no matter how small of an amount it may be.

I would like my $16.00 refunded... The Attorney General's Office informed me that I could bring this complaint back to their office if it is not resolved. If I cannot get my refund back, please close my case as "unresolved", and I will take it further.

Regards,