Tuscany Pizza

Review: I recently ordered food from the restaurant. Before my order was sent out the order taker called me back three times to see what I had ordered. My order was suppose to have been a chicken cheesesteak combo and a philly cheesteak combo. When I received my order it was two cheesteaks(I have pictures two pictures as proof) I called back to explain the issue and the driver stated that she knows for a fact that I received a chicken and a steak and she hung up on me. I called back this time I speak with the cook who stated he was the one who fixed the sandwich and that he knows I received a chicken and a steak he then hung up. I called back and this time I got the female that originally hung up on me I explained to her that it's possible that they did fix the chicken sandwich but I wasn't the one who received it I offered to send pictures and I hadn't touched the food at all. I then asked to speak with a manager I was then told the manager was too busy he would have to call me the next day. I wasn't trying to get anything free I simply wanted what I ordered. My receipt even says cheesesteaks and nothing about a chicken cheesesteak. I just called the store back this am and was still not able to speak to a manger. This is very unprofessional and was handled very wrong. No one should be hung up on and have to speak with multiple employees to get food corrected. I am very upset because this is one of my favorite restaurants, but the staff is just rude!Desired Settlement: I would like my correct order as well as the owner should have serious talks with his employees about customer service. I don't want anyone to lose their job but these actions are surely punishable by termination someone else may have wanted these employees terminated.

Business

Response:

My apologies to Mrs. [redacted] for any inconvenience caused her concerning her recent order with us.Staff called Mrs. [redacted] prior to cooking her order to verify that she wanted a chicken cheese steak and a cheese steak because the receipt stated otherwise. There are times when staff may key in the order incorrectly in the computer but correct it on the ticket to the cook that there is one of each and for this reason she was called to verify the order. Once the order was verified the cook made her order, one chicken cheese steak and one cheese steak and they were delivered. Both subs appear to be identical upon opening because the meat is placed in the bun and topped with melted cheese which covers the meat and other topping and without tasting the items it would be virtually impossible to tell the difference between the two types of subs. It is our policy to treat all customers with respect. I have spoken with the team and was assured that they were respectful with this customer it was she that was in fact rude with them and when she began using profanity they did disconnect the call. We work hard to satisfy our customers and are more than willing to make things right. However with this case I was assured that the order was double checked prior to cooking, cooked to order, and delivered. It is impossible to please 100% of the people 100% of the time but we do our best to make the customer satisfied with delicious food, fair pricing, excellent customer service and respect. Thank you for the opportunity to respond concerning these events. I look forward to hearing from you. Mike ElmasryOwner of Tuscany Pizza

Consumer

Response:

I have reviewed the response 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.

Regards,

Review: I purchased a pizza that was made incorrect. They refused to remake it unless I paid for a not her one nor would they give me my money back. Not only did they not give me my money or remake the pizza they kept the one I returned to the restaurant in its entirety minus the two bites not slices but bit I took out of two different pieces to see if it was the whole pizza or just one piece. The owner and the person making my food both had attitudes and lied to say I didn't talk to people I know I talked to. This business has two different locations. I called the second location to see if I was incorrect in they way I ordered my taco pizza and they said no. The business I got the food from said pizza sauce came on the pizza wile the second location said it did not. I told the owner who's name was [redacted]....would not give me his last name..... He said I basically lied and didn't call the 2nd location because the lady I talked to didn't exist because no women word at that location. I talked to [redacted] the first time and [redacted] the second time I called the second location. Both the owner [redacted] and the restaurant manager of the first location I got my food from whose name was [redacted] both had nasty attitudes and told me all they would do is give me a discount for the next time to which I replied there would not be a next time

[redacted] said he would give me my money back or remake my pizza until [redacted] said I would have to buy and pay for another one when the first one was made incorrectly on their end. So not only did I leave without my Pl pizza I left with out my $15.53. I told [redacted] the owner I would stop payment since I didn't eat the first pizza at all and he wouldn't remake it. His response was I could not do that because he has me on camera signing the receipt. I replied you also have me on camera resuming the pizza I it entirely. I opened the box so the camera could see the whole pizza. [redacted] the manager got mad. Yanked the pizza out of my had, gotta really irate and started yelling at me. So I left. There where to other customers in the store at the time.... A middle aged white couple whom I do think know and a cashier named will who both can vary that I wasn't mad yelling or acting I any other manner other than professional. I work I customer service and the guy I had with me who's name is [redacted] who is a store manager for a restaurant what also tried to handle the situation . Neither one of us could get service and was forced to leaveDesired Settlement: I would like my money back since I didn't get it returned to me or the food that I ordered since ii left without food of any kind. I feel I just gave a payment for a service I didn't receive.

Business

Response:

Thank you for contacting Tuscany Pizza concerning the complaint from Mr. [redacted].

Mr. [redacted] called for pick up an ordered one large Taco Pizza, one of our signature pizzas. After an hour, Mr. [redacted] returned to the store complaining and screaming that (you all made my st wrong). [redacted], the floor manger, tried to talk to him and understand his complaint. Mr. [redacted] replied he got this pizza all the time and this was first time it had sauce on it. [redacted] replied the Taco Pizza was our signature pizza and was never made without sauce.

Mr. [redacted] stated he had called the other location and he talked to some females they told he was right. [redacted] told him our pizza has the same recipe at both our locations, but he will be happy to call the other location to make him satisfied. [redacted] called and spoke with me and told me the situation. I requested to talk to Mr. [redacted] and at the time he was mad and screaming (with real bad attitude) telling me he called us. I said you never call us sir that I was at the store and we never received any call from you sir. I also explained we never make a Taco Pizza without sauce, that all pizzas are made by specific recipes and all pizzas are made with sauce.

Then he asked me for a refund or make me new one I just got couple of bites! I said sir I can't do that, the pizza left our store and you came back after an hour, pizza was had bits out it. We can't do that, it's against health department regulations.

I continued to try to please this customer and offered to give a discount at his next visit. Mr. [redacted] replied I will call my credit card telling them I never been here. I said you are on surveillance cameras every where sir. You will cause yourself trouble with credit card company considering fraud. Then he opened the pizza box showing in front of the camera stating( I don't give a f[redacted].)

At that time, [redacted] asked him to leave because customers in the restaurant dining and waiting for orders where getting upset. Mr. [redacted] said okay, I'm not going to take the pizza with me. [redacted] told him it was his and if left at the restaurant it would go in the trash. He was never asked to leave the pizza (I have attached a picture of the returned pizza).

I searched Mr. [redacted]'s information in our computer systems and discovered 1) Mr. [redacted] never called the other location 2) Mr. [redacted] had never ordered a Taco Pizza from either restaurant and 3) Mr. [redacted] could not have spoken to a female employee concerning a complaint because company policy states only the owner or floor manager can deal with customer complaints - all of which are males.

My position is, and has always been, to make customers satisfied. I'm sure in your line of work that you realize that you cannot please everyone, no matter how hard you try. Mr. [redacted] received what he ordered and the same quality all of our customers enjoy. The order was not made incorrectly and no error was made on the part of our staff in the preparation of his order. It is our policy to discount the next order when we have not made an error but receive a customer complaint. This offer was made to Mr. [redacted].

Please feel free to contact me if you have additional questions or concerns.

Sincerely,

[redacted], Owner

Tuscany Pizza

Consumer

Response:

I have reviewed the response 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.

I had a witness with me that I neither came cursing or yelling. I talked with [redacted] at the other Tuscanny location not as a complaint but as a customer asking what came on a taco pizza and she told me and did not mention pizza sauce so I plainly asked was there pizza sauce on it and she said no it does not. I have many times ordered a taco pizza from both establishments. Both personal and for business lunches at my place of employment. When you spoke with me on the phone sir I neither cursed nor yelled at you. You did offer a discount on my next order by which I said no because I wanted what I had ordered and if you are and you were unwilling to rectify the situation I would not be back a next time. You are correct in your statement that you cannot make everyone happy all the time, however your twisting of the truth has really made me aware of your business practices and I will not ever eat at either of your establishments again.

As far as my credit card I did call to stop payment because I received nothing from you or your manager and left your store empty handed and hungry. This was not done in an attempt to get something for nothing as you are implying but to show you that I am not at all pleased with your service and now with your lack of ethics. My bank has agreed and if I never receive my $15 back from my attempt to enjoy something that I have enjoyed many times before, so be it a hard pill to swallow but so was a taco pizza with pizza sauce on it. The pizza was shown to the camera to show that I returned the pizza to you and you kept it after you told me that I could not call my bank because I was on camera signing for it so I am also on camera returning it. Its against health codes to return a pizza? I do not think so now however if you were to reuse it or try and resale it.....yes that would ring bells for the health department. However to return it and you rectify the siuation is not and will never be against any health code.

You mentioned the customers in your store and your manager [redacted] asking me to leave, sir they were laughing at you because they could hear you getting more and more upset with everything that was said to you such as me stopping payment on my card. Now if they could hear you yelling through the phone while sitting at a table and I at the counter, who was acting upset and mad and who was the one yelling? Im sure your recollection of the whole confrontation will change yet again.

In having said all of this and reading your response there is nothing you or your establishment can ever do to make your lies worth my time and or money. I will also make sure all of my friends and family know this as well.

Thank you again for taking the time to respond with what is "justifiable" for you to continue. God bless.

Regards,