Bella Roma Pizzeria (Washington Blvd) — Restaurant in Baltimore

I placed an order at 11:00pm. It’s estimated delivery time was 45 minutes. After an hour I called and was told it was on its way, that the driver had left. After another 30 minutes I called again. I was told it would arrive any moment. I called again at 1am and was then told that something was wrong and that they don’t where my order went. They said please give them 15 minutes to re-make the order and deliver it. I was called 30 minutes later to say it’s still on it’s way. Finally at 2:00am... 3 hours after placing the order, the food was delivered. The person who dropped off the order said they hadn’t gotten the order, which was strange because the woman on the phone kept telling me it was with the driver. We accepted the food in a pleasant manner and I mentioned that I’d have to contact Grubhub. The next day, I did just that only to have grubhub tell me that when they called the restaurant, they would not issue a refund because the food was delivered. Grubhub blames the restaurant, the restaurant blames Grubhub. I feel cheated, and taken advantage of. After reading more reviews on yelp and online, I now believe the restaurant was lying the whole time and that they are extremely incompetent. Will not order from them again.

Update: Their response below was texted to me the next day. Paragraph upon paragraph of literally not my fault. Blaming the customer seems to the theme at this establishment. They trash talked Grubhub and then offered me $10 in credit to Grubhub. A refund of $58 (my total) was asked for but should have been extended. Also below they use words like “when we noticed” and “when we contacted”. Bella Roma never contacted me OR Grubhub. Every instance of trying to right this catastrophe was initiated by me. They told me not to look at Yelp because of the bad reviews but to use google where they have great reviews... apparently a 3.7 is a...

Owner is a great guy but he is very busy and the workers are drunk and disrespectful and they are filthy they don't clean their hands and area and they cannot cook they are so ignorant to females and they are very racist and they treat white women there like "crackhead prostitute junkies " as the person that waited on me called me because he assumed that I was because I was in the area and I am different from the people who are living in the neighborhood I was in tears The owner walked in and quickly corrected it but he didn't repremand the employees in the manner of making him apologize to me It's really sad because I use to love the food At that location and after the ownership and staff change it is the worst restaurant in Baltimore I

I have a culinary arts degree and I am certified in food safety and handling Im also certified in quality control inspection Only because of how nice the owner is they are...

These people are dishonest and disloyal to their customers. They make promises to fix mistakes made on their behalf but never follow through. They are always more than a hour and a half late when delivering your food. When you call to speak with a manager he’s never available, but they will take your information and promise to have him to return your call but he never does. As a loyal customer, I kept coming back for more because I loved their food and prices. After several unkept promises I realized that these people could careless about a dissatisfied customer, they won’t correct their mistakes, and will give you attitude when you try holding them accountable. If they cannot value your concerns as a customer then why should you trust them to prepare your food...I will not recommend this place to anyone! CUSTOMER SERVICE SUCKS...