I just had an extremely disappointing experience with Pasta Remoli. After waiting for two hours for my delivery, I still did not have a delivery person assigned. As it got too late in the night, I decided to cancel my order.

I had not been contacted by the restaurant regarding the delay, so I called them, but no one picked up. I then reached out to the delivery company to request a cancellation, but they informed me that since the restaurant had already prepared the food, I would be charged, even though no food was delivered!

I called the restaurant again, and this time, someone finally picked up. I explained the situation, but the customer service was appalling. The representative repeatedly stated that it wasn't their fault and that they couldn't cancel the order because they would lose money since the food was already prepared.

As a restaurant manager with 20 years of experience, I can confidently say that this is the wrong way to handle such a situation. They were dealing with a regular customer and should have canceled the order. After all, the food could have been eaten by the staff, and it wouldn't be the first time a restaurant had some food waste. What they should not have done is leave me feeling helpless and frustrated with no food or even an assurance of food being delivered soon and still charged me for it.

Absolutely ridiculous and the worst customer service I have ever experienced. They have lost a regular customer, and I am sharing this so hopefully, they get better staff.

At this moment, I still haven’t received the order. By the time I get it (if I get it), it will obviously be cold, as they themselves told me it had been ready and waiting for so long. It is now way past dinner time. I would like to go to sleep, but I can't even do that because I'm afraid they’ll ring the bell and wake up the rest of the household. So, I have no choice but to wait for them at whatever time they arrive (if they ever arrive), all because the restaurant denied my persistent request to cancel the order…

Shameful and incredibly unprofessional service.