Basilo Pizza — Restaurant in Elmbridge

The food is good but the customer service is appalling. About a month ago we ordered a meal deal from their website. The order arrived but was incorrect. When we called them to explain that the order was incorrect they said they were too busy to correct the order. We ordered again from them this week, selecting a meal deal from their website, and the order was delivered correctly. Then today we placed an order from their website for a meal deal and the order that arrived was incorrect. We called Basilo and they said the menu has been changed. Apparently the customer is supposed to know that the menu has changed, despite the website not having been updated with the supposed new menu. We requested a refund of the meal and the food to be returned and the person we spoke to said that he was sick of hearing a complaint and that we should request an refund through the website. Not once was an apology offered or an acknowledgement that a mistake had been made. This is the second time they have behaved in this way. It appears that they do not value their customers. The fact that they are surrounded by other pizza delivery venues and should aim to provide customers with the correct order, let alone aim to keep customers happy, seems to be something that goes above their head. We do not recommend ordering from here again, unless perhaps the customer is prepared to risk not getting the correct order. I do wonder what would happen if a customer had an allergy or was a vegetarian, would Basilo care that the order was incorrect? Seems not. probably best not to risk ordering from these guys when there are better and equally priced places nearby that no doubt offer a better customer service...

Extremely rude staff. My son ordered a pizza which i authorised on my card. They delivered it to the door. Wouldnt give it to my son but had taken the payment beforehand. I called up. they became extremely rude and belittling asking what mother lets their teenager order pizza??. Shouting over me, refusing a refund & blaming my 16 year old son. Wouldn’t issue another pizza or a refund until i said i had the ringdoor bell footage that showed exactly what they did. Only then did they said it would refund but it would take 7 days atleast. Deliberately being difficult. I have never been spoken to so rudely or questioned about my parenting by a delivery service. Terrible experience and will never use again. I am reporting this as it was an attempted money...

Don’t you just love it when you bite into a hot slice of pizza, and you get that stringy mozerella that keeps on going with a hot buttery taste in your mouth. The chicken wings have a delightful crunch as the juices go onto your tongue. And snacking on that fabulous garlic bread, the smell alone through the box gives your throat that little tickle sensation. And then having the ice cold 7up in a square glass to wash it all down. I thought for a minute I was...