Romeo's Pizza — Restaurant in Saanich

Broadmead Romeos - you have lost loyal clients due to TERRIBLE TERRIBLE CUSTOMER SERVICE.

I ordered a pizza at 5:25pm tonight and received a text that my pizza would be ready at 6:13pm. I checked in with the staff at Romeos at 6:10pm. I ended up waiting (surrounded by dozens of people) for over ONE FULL HOUR for my order.

At 7:14pm I was handed my 2 boxes of pizza. Pizza that I was told, by Romeos IN WRITING, to come pick up at 6:13pm.

I stood on the cold concrete waiting for a full hour without once receiving any update, or ETA, or apology, from staff.

I went back 4 times to ask if my order had been lost. Again - no ETA. Just "yeah, we are really busy". I heard another man say he had been waiting for an hour and a half. I watched as probably 20 people arrived cheerfully and checked in and NOT BE TOLD THAT THERE WAS A TREMENDOUS BACKLOG OF ORDERS.

I have worked in the restaurant industry for 6 years and never ever would I have let my customers stand outside the doors waiting for an order and not communicated with them exactly how long they would be standing there, and offer something to appease them and ensure that they come back and NOT WRITE A REALLY REALLY BAD REVIEW....for example.

MANAGEMENT AT BROADMEAD ROMEOS: you need to properly train your staff so they know how to handle a situation like this. Granted a situation like this should NOT happen in the first place. But the reality of working in a restaurant is orders get lost, delayed, messed up....staff should be trained how to handle these situations.

Here is an example of a script you could offer your staff to support them: "We sincerely apologize that your order isn't ready. We suggest you come back an 45 minutes and we will discount your order due to the inconvenience. Again, we are really sorry and will be sure this does not happen again."

If I had been prepared that the kitchen had been slammed, and the computer gave a grossly incorrect time to come pick up my order, then I could have gone and run some errands or at least sat in my car comfortably. I saw several seniors standing outside with me.

Where was the management? Why did no management ever come out and address the crowd and apologize for the delay? Why did a manager not personally hand deliver my order to me -ONE FULL HOUR AFTER I ARRIVED - with an apology and a discount or coupon for our next meal.

Why did they not suggest some of the people (especially seniors) come inside and have a complimentary drink while they wait? I suspect there was room inside based on the lack of walk-in traffic I witnessed while I stood there for over an hour.

The way this was handled....there will not be a 'next meal' for our family at your location. There are so many great restaurants in Victoria that know how to treat their...

Lunched there today with my friend and was happy enough with service. The menu has quite a variety of food, including pizza and other Italian foods plus everything from burgers to Quesadillas and Thai bowls. My friend had the chicken and spinach quesadilla with feta cheese special that came with a chicken vegetable soup with kind of a merky broth. My friend had a few spoonfuls then left it. The quesadilla looked a good size and kind of pale but generous enough that my friend took some home. I had the three fish tacos with battered cod. The sticks of cod were plenty long to the point of awkward and the cod was such a tiny strip that it was pretty much non existent. It came with bits of lettuce and chopped tomato and a ton of chopped red onion. A nice slaw with cilantro would have improved it. The plate came with coloured thin tortilla chips and tasteless quscamole. Salsa would have been nice. Chipotle sauce was drizzled on top. Although it looked very pretty there were a few misses in flavour. Plus the tomato and red onion were falling out of the stiff corn wrap and the chipotle sauce running down my hand. I ate two and brought the other one home. The dessert , warm steamed ginger spice cake with Carmel sauce and whipped cream was delicious. The service was good and the waitress very pleasant. I would have ordered salsa for my tortilla chips if she had of returned once the meal was served up. The decor was dated with the old wood tables and the walls could use a freshen up with some...

When I called back right away to add to my order, I was not told my order number had changed. When paying over the phone I was given the wrong total ( double the amount) and said what the price should have been. No problem, with the people , just an order or math issue. The flustered girl kept calling me 'Maam' with distain and said shed have to retake my order. Ok, no problem , except she seemed so angry and put out. I maintain no personal meaning or emotion during this transaction , just trying to get my order correct. I asked how pick up was going to be as in what is the protocol. Do I just stand at the front and look around to see if my order is ready " sure " the young woman says in a surly tone as if I am some problem she cant wait to be rid of. When I get there, a tent and highly organized man is attending to people who approach. The phone staff need to informed of that. The one star is for that tent and for him. How do I get my tip back. My order came in 2 separate orders, so i had 10 mins wait while my pasta cooled down. When I got home the cheese had gone back to solid. I have ordered so much food for pick up these past months and this was the worst experience - and all for cold food, and terrible Phone etiquette /attitude. Will take $ to new places from now on. Ps. Please tell the phone staff life is short, and there is no need to get all tissuled up over a mistake, and waste that yucky energy getting it all over people who just want to work together to make this...