Italiano - Westhoughton — Restaurant in Bolton

Placed an order online and after about 10 minutes I noticed that it was accidently set as collection rather than for delivery. Now this was my mistake as I didn't even think to change it when ordering. However, what was not my mistake is what followed. I rang the store up and stated that my online order was set as collection and if I could request to change it to delivery and that I would be happy to pay whatever the delivery cost is that it didn't charge me on the site. The person on the phone then replied "It's delivery only". "Okay...I want delivery anyway." If it really is delivery only then why was collection even an option? She then tried to find my order. Asking if I was called Damien and also giving a completely different order number. Eventually she found my order and asked if 91 Market Street was my address....I just said "No, that's your address". As it was the current address set for the order due to it being for collection. Poor girl doesn't even know where she is. I then told her my address. Gave her my house number which she replied back to me (correctly I may add). Around 40 minutes later, I thought I'd call again just to double-check it is still being delivered. "Oh, we knocked and they said they hadn't ordered anything. We also tried 33 and they didn't answer so the driver came back here." "Which house did you knock on originally?" "35". "I'm at 34." "It says 35 here". Just to clarify, I was speaking to the exact same person as I was before. "I said 34 which you said back to me." Now I should add that the houses on our street are setup in such a way that all the odd numbers are on one side and all the even are on the other. So, by going to 35/33, we never even knew they were there as they were on the complete opposite end of the street. She then said she would send the order again (fresh apparently) to the correct house. Eventually, it did arrive. For some reason the kebab we ordered came twice. I expect they gave us the original one as well as the new one. Random free food aside, this service was awful. Yes, clicking collection was my fault. But at no point when knocking on the wrong house did they think "Oh, let's call and see what's going on." They had my number from my online account AND from when I called them myself (same number). Not once did they think to call me. The driver could've rang the store who then could've rang me. But nope. Terrible communication skills. Terrible communication from a girl who did not even know the address for the building she works in. We have had several problems like this during the year and this was ordered on New Years Eve. What a legacy to...

I've ordered a few times through the Just Eat app and I can confidently say that you should never order from here using the Just Eat app. The delivery shows up as "still being processed at the restaurant" but the delivery could have already come to your door 30 minutes ago. I had the same problem happen to me once and in this case, I was unaware that the driver had left the food outside on the floor for about 2 hours. I had gone back and forth phoning the restaurant and complaining until I finally got the courage to walk to the restaurant to ask for my food. Upon stepping outside, I saw the food placed on the floor on a spot that we frequently have ant problems with and it was freezing cold. My most recent order consisted of 4 items of food, 1 of which: A Margherita Pizza, was not included with my order at all and upon questioning the restaurant, they said they couldn't help me. Terrible service, doesn't work with the apps at all, but if you do manage to get your food, it isn't bad.

Edit: I've added the photo that I took upon realising that my food was outside after 2 hours of calling the restaurant. I called three times at 30 min intervals waiting for the app to update from "working on your order" to "being delivered" as was indicated by the app, the food was still at the restaurant and I had no call from anyone, which is why I had to call you directly. The order number for the food left outside is from the Just Eat app and is: 464955278

As for the last order where my pizza didn't even arrive, it happened yesterday and the order number for that delivery is also from the Just Eat app and is: 524513634

I hope you can use those to back my claims and I hope you can get down to what the problem is, thanks...

I used to come here all the time. This evening is my final time! I'm a vegetarian and ordered my usual, me being vegetarian isn't just a choice for me as I have a really bad intolerance to eating meat and fish. As you can see from the pictures my usual vegetarian pasta dish was most certainly not vegetarian! Just from the smell alone I knew something was off so before I dared to take a bite I used my spoon to go through the pasta to discover meat in there, lots of it. It's a good thing I didn't take a bite out of this otherwise I'd be so ill. I called Italians to report this issue and they didn't sound like they cared at all, they said they'd send a replacement which I then waited another half an hour for that. The driver shows up, forgets the replacement pasta was in his bag and I asked "please can I check I've got the correct pasta this time." I even shown the driver the pasta I was originally delivered and he was clueless to which I asked "you have got the replacement pasta right?" Eventually it clicked for him to check his bag. I checked the replacement in front of him. This time, yes the vegetarian one however really not to its usual standards at all, may as well have gave me a dish of slop. I took my food in for the second time this evening and everything was stone cold so I had to warm up. No way could I be bothered to report back to them again as at this point I'd had enough. I just thrown my pasta in a bowl and into my microwave and popped my hash browns into the air fryer. Never again, this place has clearly gone down hill over...