Roman's Pizza Sunninghill — Restaurant in Gauteng

I would like to share a very Worst experience i ahve ever faced with a Romans Pizza Franchise.

I Placed an order with Romans Pizza sunning online. I received an SMS confirming the order at 18:59 stating the pizza will be delivered in 55 minutes. The order contained a large cheese pizza( extra Jelapino topping), 1 Vegetarian Pizza, 1 Creme Soda.

I got a call from the store at 19:21 asking me If i still need the food citing some network issues. Having spent R200+ for a dinner and would I be ordering another dinner? They said they have not started making the pizza yet and wanting me to check if i wanted a Refund( There was 0 intent from them to be empathetic and informing me the reason for the delay).

Then citing weather, which i completely understand, I did tell them you can get the Pizza once the rain slows down. The response was the ONLY DELIVERY PERSON DOES NOT HAVE A RAIN-COAT AND WOULD ONLY DELIVER THE FOOD IF & ONLY IF THE RAIN STOPS COMPLETELY AND IT COULD BE A LONG WAIT. Unwilling to accept it, I offered them if I can come & collect myself and will the delivery fee be refunded. They said they will call me again. I am completely unhappy and hungry while the conversation happened.

It took them 16 minutes for them to call me back & let me know that they have made a plan to deliver my food & would reach home in 10 minutes.

Then again I get a call from the store at 20:05 confirming my address & unit number and at last got the Pizza delivered at 20:20.

Upon opening the Pizza, it was completely Cold, the packing were damaged & above all the 3 Cheeze pizza never had the additional topping that I was charged for and tasted absolutely unlikely ROmans Pizza.

I am completely robbed of my dinner charges, complete friday night & would most probably be my last order with Romans pizza ever.

I request you to kindly ensure that all your outlets maintain the same standards & your employees are trained to handle...

Good Day,

I would like to lay a formal complaint.

On Friday the 7th December 2018, our office ordered a pizza special which has 4 containers of Ola rich and creamy ice cream. We realised that the ice cream was off and we called the Romans that we had ordered from (Romans Sunninghill). We spoke to a couple of people who work there and they requested that we take a photo of the ice cream. I then requested to speak to the manager and I was told that he was out of office. I was given his cell phone number and he advised that he could pick the ice cream up as he was on his way from Centurion, however, the supplier has advised him to tell us to take a picture of the spoilt ice cream.

I proceeded to tell the manager (Victor) to please come and pick the ice cream up and deliver a new one for us or refund us for the ice cream. He continued to request that we put the ice cream in the fridge, he will pick it up on Monday Morning. I did not receive a call from Victor on Monday the 10th December 2018, so I called him. Victor then promised that he would call me back on Tuesday the 11th December 2018 in the morning, he never did. I have once again tried to contact Victor and his phone is now off. I called his work place and was told he is at the bank.

Victor continues to insist that the supplier delivered stock the very same friday that we ordered the food. He wants a photo of the spoilt ice cream instead of picking the ice cream up and refunding for the ice cream or simply delivering a NEW FRESH ice cream.

I am very disappointed in the service from Romans Sunninghil and that NO-ONE could assist with...

This is the closest Roman's pizza branch in my area and the second time I have been here, I purchase here under duress.

Even with a few customers in store, I am currently 30 minutes into waiting for a small, normal pizza. It is not the wait itself but the lack of overall organization in the store. The first time I had visited this branch, the system was offline and I had to wait around for my order to be taken. There is a usually a wait for an order to be taken as the manager, Shezi is constantly frazzled and all over the place at the till and the rest of the staff behind the counter look lost as to what their actual roles are.

There is so little courtesy and a lack of customer service every time I have supported this store. I won't be supporting this branch...