Pizzeria Luigi

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called them, and explained that I didnt have transportation, I am handicap and just wanted to talk to manager , I called again before the complaint and left message for the owner To this day the owner has not called me, I left the state and didnt return till recently The location I called, they were a little rude with me and was disapointed considering how long I have been a customer and always happy with previous orders ( I normally had delivery) from that location, and drive to golden hill location often
Regards,
*** ***

Dear Ms***,We would like to address Mr*** ***s complaint on June 3, at the North Park location of Pizzeria ***.We admit that we did make mistakes with Mr***s order. These things happen and we assure you that we tried everything we could, in light of the situation,
to resolve the situation with Mr*** the night this all transpired.After our discussions with our employee here are the facts as we know them: He did call usOur response was that we would refund his money, remake his sandwich, whatever he wanted, no questions asked. He wanted his cash, and he wanted us to deliver it to him because he was not able to return to the shop. We advised him that we could not deliver his money to him but he was more than welcome to come back to the shop any time for a full refund. This is when Mr*** became angry and unreasonably rude to our employee. Our employee was rattled enough to tell us their side of the story, immediately discussing it with a manager.Obviously, we would not quibble over $if it means losing a customer. We don't believe that Mr*** had good intentions after we refused to deliver his refund to him the night of the incident. His words in the complaint, and confirming the other side of the story with our employee leads us to this belief First of all, Mr*** insisted on talking to the owner, ***, and not a manager or supervisor on duty? Not only that, we was not happy that the owner was not there at 7pm, the day after his delivery issue ***, he decided to call the Golden Hill location instead of the location where the incident occurred, North Park. We question why he would do this, even though he lives just a "1/block" away from the North Park location Mr*** also called another location instead of picking up the refund at the North Park pizzeria like he was advised to do. Our staff in Golden Hill did not get the memo that money was to be refunded to Mr*** because that is NOT where the issue aroseThe "website" he was advised to visit was actually an email address to write toThis one We respond to complaints via this email address as *** has been busy working on the business and not in the business for the last few months. Maybe our staff was a little curt when he called the restaurant at 7pm, traditionally a very busy time for us, and maybe the employee was getting frustrated that he insisted to talk to the owner. But we were not rude to the standards of a reasonable person.It is our opinion that Mr*** wanted to escalate this further up the chain, on his terms, instead of truly wanting a resolution. We feel this way because he went directly to the Revdex.com instead of taking us up on our original offer (and desire) to refund this gentleman for the price of his sandwich Because he didn't get the resolution he wanted, which we felt was unreasonable, given his proximity to our shop, in the time frame he wanted, he bypassed us (without talking to a manager, mind you) and went directly to the Revdex.com to try to sully our reputation If Mr*** truly wanted to a resolution he could have simply walked the half block from his home to our Pizzeria instead of contacting you the next day to file a complaint. From 6/3/to 6/8/when you received the complaint, with a weekend in between, Mr*** escalated this issue without truly giving us a realistic chance to make it right.We will obviously refund Mr*** the cash he requests, as we are fair, reasonable and a neighborhood small business that appreciate every customer that walks in the door. But we sincerely feel this could have been resolved by simply walking a very short distance to get the cash that he requested and that we offered in the first placeThis could have happened the night of the incident or even the next day Even til the end, he wants this issue resolved on his terms, and is unwilling to be reasonable about it.We apologize that this even escalated to you when we had every desire to make it right, immediately when he called.Sincerely,Pizzeria ***, Management

Dear Ms[redacted],
class="gmail_default" "">We would like to address Mr[redacted]s complaint on June 3, at the North Park location of Pizzeria [redacted]

Revdex.com:
I have reviewed the response 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.
Regarding the version provided by the manager, it is neither accurate, nor complete.I ordered and paid for a Margherita pizza, with Ricotta; your establishment never delivered a Margherita pizza with Ricotta to me, plain and simple.  When I discovered that your establishment failed to do this, I contacted them and was in fact offered another pizza, as your manager claims, but only under the condition that I go there and pick it up (the previous pizza was delivered to me).  I informed the manager that me driving to pick it up was not an option; he still did not offer to have it delivered.  At this point he asked what I wanted, and since I had been ordering from this place for several years without an issue, I didn't know what to say, so I simply asked him what he typically does in this situation.  It was at this point that he merely offered $1.50 off a future order, which I found to be insulting since they had just charged for something that was not delivered (again, I ordered a Margherita pizza with Ricotta cheese, and this was not delivered).  And yes, I admit that such an unfair response to the situation did provoke a chuckle out me, as it was completely unacceptable and even shocking.  Based on his response and complete lack of concern over the situation, I informed him that I felt he was not making the situation right considering they had just sent a wrong pizza to a long time customer, and that if this was how he intended to handle it, then I would no longer be ordering from there on the weekly basis that I had been for some time.At no point did I ask for anything for free, nor did I even suggest they give me a refund at that time, as I assumed they would simply correct the situation by sending me out a correct pizza; I was wrong.  Furthermore, the only statement I made that could have possibly been taken personal, as the manager feels was the case, was the statement about not feeling as though he was doing a good job about correcting the issue.  If that is something he took personal, perhaps it is because he realized that it was wrong of him to not rectify the situation appropriately.Mr. [redacted], your manager has not been completely honest with you about what transpired that night.  Then again, I suppose it may come easy for some to be dishonest when their job is potentially on the line.  Had he simply offered to send out the pizza that I had ordered and paid for, we would not be in this situation now, but here we are.I look forward to your response.
Regards,
[redacted]

Hi my name is [redacted] and I'm the president of pizzeria [redacted] , the costumer on the ID case above ( [redacted] ) stated that he ordered a pizza from our establishment and did not got what he ordered ( "I paid $20.50 for something I never got " ).After talking with my manager it appeared to me that...

although we could have offered something more to compensate for the mistake , the costumer was just looking to get free out of the restaurant .It is unclear the way he put it down if he did not revived the pizza the way he ordered or if he is stating that he never received anything at all  , we did deliver a pizza to him.I'll send you attach the statement from my manager.Sent from my iPhoneFeel free to contact me at any time[redacted]

Review: I was at their other location last night. I normally go to the location in GOLDENHILL area. I been customer for many years, last night I ordered a SUB SANDWICH ( cold) I clearly explained that I did not want it hot, NO LET and NO TOMATO . AND I told this to the waitress at the counter, and the person in the kitchen. They asked several times if I wanted it hot ,and kept telling them no, and reminded them each time no let and no tomato - there were only 4 customers in this location at the time . The guy in the kitchen kept talking to other employees as they entered and exit kitchen area. I did find it odd that was taking so long to make a cold sandwich, but he seemed pre occupied chatting and doing other things in the kitchen. through out the processes I watched him return to the counter where he was making the sandwich and though to myself this is probably going to be a huge sub sandwich . Finally it was done I went home. WHen I opened it up, it was in a tin bowl with a lid on it, and it was swimming in the vig dressing and the entire bottom of bun was soaking wet, and a HUGe pile of wet letuce was on it.. it almost looked like someone put a salad between the pieces of bread. I was a little disapointed thinking everyone makes mistakes even though I was a little upset because I was almost sure this wouldnt have happened if he wasnt goofing around in the kitchen talking to eveyone- he even had come out and look at menu and I reminded him again what is not and is to be on the sandwich. I called to talk to them, they told me they didnt put a salad in the sandwich, I asked the girl if she remembered how manytimes I told them no letus no toma , then she handed phone to someone else. He then said bring it back, I told him I could not because I was stuck at home, I asked the to deliver another to me and come get the old one, I am only 1 /2 block from them and they still refused to help me out, I explained how I cant get outDesired Settlement: ( problem continued) I explained that I was stuck and could not get out, and to be honest he wasnt very friendly - they seemed to know me by name because I usually do delivery

DESIRED OUTCOME- Mail me a refund check - I would like refund mailed to me , I even called the main location last night for the owner at around 7 or so, the guy told me his name is [redacted] . The guy I told that I wanted to leave a message almost didnt want to take it when he started mentioning websites or calling some other time. I explained tha tI didnt want to keep calling and checking if the owner was in, I just wanted to leave a message. FINALLY after 15 min he agreed to take a message and give to the owner , AND so far they have refused to call me

Desired OUT COME IS mail me a refund for mysandwich

Business

Response:

Dear Ms. [redacted],