Tolli’s Pizzeria & Deli — Restaurant in Agawam

I almost never complain when restaurants make mistakes, people are human and mistakes will happen. But, in this case, I feel it’s important. I’ve read reviews on here about vegetarians upset they received meat with their order when they clearly didn’t order meat being a vegetarian. Three times (the first two I let pass without complaining) I have had to go back (which it’s not my mistake, why do I have to use my gas and my time going back to pickup another order?). I’m a lifetime vegetarian and meatballs are being put in the spaghetti I typically order. It appears Tolli’s has issues with vegetarian meals they offer on their menu. Giving the option for a customer to have to go back and Tolli’s so generously remake the correct order and using that as a customer service pitch is a disgrace. That is worse than poor customer service as that is no customer service at all. Remaking the correct order should be an obligation and not spewing it as a “customer service excellence”. And, when it’s your mistake, Tolli’s should be delivering the right order even if the customer did not order delivery. Again, trying to use the “we offered to make a new one” as a customer service pitch is disgraceful.

I hope in the future you come up with a plan to ensure customer service excellence, which should either be a credit on their next order or delivering the correct order as making the customer go back to pickup the correct order is mind boggling. I too have a business and ensuring my costumers have the absolute 100 percent customer service experience is and should always be the very...

2nd time ordering Tolli’s and BOTH TIMES our dinner wasn’t right. First time we ordered a party pizza 1/2 cheese 1/2 Pepperoni. Easy, right? We received a meat lovers pizza and I had a vegetarian I was unable to feed. And tonight, I figured I’d give them a second try and the order was all wrong. I ordered a buffalo chicken pizza and a Caesar salad with no chicken. I received a BBQ chicken pizza and Caesar salad with bacon. Very disappointed with food and will never be ordering from them again.

UPDATE: Today we wanted to try Tolli’s for dinners over pizza to see if it had gotten any better and in full honesty, they haven’t. We ordered two dinners, one of which was BLAND. But they also not care about dietary restrictions of their customers. We are vegetarian and they added chicken to our dinner! I was fed up and called and all they offered was to make a new one. It was not the phone girl’s fault as she had put it in and it is on our receipt. The kitchen/ cooks obviously aren’t paying attention and or they don’t care about their customers. This really was their last chance and are now permanently losing a customer and I will be not recommending them to anyone I come in...

Not really sure what to make of the pizza i got yesterday...you guys have been my favorite pizza place for 6 or 7 years but yesterday I got a pizza and it was completely different...it was like i went to a different pizza place...it wasn't bad but it was certainly not as good as what i am used to...the dough was thin and dense with barely any toppings and it was like what I'd get at a bowling alley for a 5 year olds birthday party...i am hoping this is just a one off thing for whatever reason and i do plan to come back but next time if i get what i got yesterday you guys will certainly not be my favorite pizza place anymore...I wish i went to...