Pizza Boli's — Restaurant in Baltimore

Atrocious

About an hour ago I placed a $35 order, including a $5 tip. I ordered a large pizza, piece of chocolate cake, and 2 liter bottle of Pepsi. When the pizza delivered there was no Pepsi. The delivery guy said it wasn’t ordered, and I said it was. So he called and they confirmed it had been ordered, they simply forgot to add it to the delivery. At that point I was already fuming. The first suggestion was someone from the pizzeria would deliver a 2 liter bottle of Pepsi. That wasn’t gonna work. By the time that arrived my pizza would be cold and I didn’t order cold pizza. “Well what do you want?”he said. I want what I ordered. So they offered another option. The delivery guy offered to go buy me a 2 liter bottle of Pepsi from nearby store. So I started eating the pizza. In fact, by the time he returned, I had eaten 2 pieces of pizza. Don’t eat more than 3 pieces of pizza usually, but today, I was hungry. So the delivery guy calls me and says he left the Pepsi by the front door. So I go down there, as he is driving away, and I find what was clearly a 6-pack of Pepsi, with 2 bottle holders that had been pulled and ripped, and 4 bottles of warm Pepsi. That infuriated even further. My favorite meal of the day, for which I had already paid for, was destroyed because of their incompetence. So I decided to call and speak to manager. The first thing they do after they answer the phone is to put you on hold. The original call wasn’t any different from the one I had just made. The original call (when they finally were ready to partially take your order) consisted of massive confusion on the other end of the line. “So you want fries and chocolate cake?” Who was I talking to? “No.” I said. “I don’t fries and chocolate cake.” So I was put on hold again. Then, whoever answered, said: “So you want fries and chocolate cake.” And I said: “NO, I don’t want fries and chocolate cake!” So then I could hear them talking to each other: “Which one wants fries and chocolate cake?” The other one said: “I think it’s the other one. That one wants a pizza.” Once they figured out who they were talking to, I placed and paid for my order, which included $5 tip. But when I found 4 bottles of warm Pepsi, I immediately called back. I was on hold for 2 minutes before someone answered my call. The first thing I said was: “Do NOT put on hold. I want to talk to the manager.” And she put me on hold. Then, she picked up the line and said: “I am the manager.” When in reality the manager was talking to someone else. So I said, again: “So who is the manager? Are you the manager?” Well that’s when she slipped and said the manager was talking to someone else. So I had no idea who I was talking to. So I explained my problem. And she said: “Well they delivered your Pepsi cause you wanted to drink it with your meal .” I did, I said, but I did NOT order 4 bottles of Pepsi. I ordered 2 liters. “Well, 4 bottles of Pepsi are 2 liters of Pepsi.” And I said: “Are you serious? Four bottles of Pepsi are not 2 liters of Pepsi. All I want is what was ordered and paid for, delivered. But she kept digging into me and I said: “I am the customer. You don’t argue with the customer. When the customers orders a 2 liter bottle of Pepsi that’s what they ordered. You don’t try to justify your mistake by saying 4 bottles of Pepsi equal 1 liter. This is unacceptable.” And the best comeback she could muster was: “I apologize.” And I said: “And that’s it?” And she said: “Well, you said you were never gonna order from us again.” As though they no longer had to worry about accountability. But they have to worry about a lot things they don’t know they have to worry about. Like people skills. Truly, I don’t even recall how the conversation ended. The only thing I know is I had placed an order and paid $35. And what did that buy me? Cold pizza, warm bottles of Pepsi, and a food fight nightmare. And. I drink Coke. I hate Pepsi. Otherwise, good pizza. (I’m obsessive about proofreading, but this time, I don’t care. Just letting words go wherever they...

I ordered a large pizza for my little cousins on a Tuesday night. (Two days ago). We don’t drink soda or any red juices so the only drink option they have listed that we can consume is iced tea. They send us a fruit punch. I call back and let them know we wanted what we asked for they said they gave us something they thought we could have because they were out. Even though they had our contact info and could have easily called and asked what would be an appropriate substitute. I was told that they didn’t have anything that worked for us but they got a new shipment the next day. If a driver didn’t come and give me my money back (with me returning the unopened drink) I could call the next day and someone would bring me either tea or lemonade. I worked a double that day so I called today before work. They wouldn’t even listen to me. I kept being put on hold and everyone kept saying “tell her to call back at night”. I informed them that I work nights. I’m a bartender. I can’t call at night. The only reason I ordered that night is bc it was my off day. They just said “sorry, we can’t help you since it wasn’t our shift”. So I ask if there is a corporate/owner’s number and the girl says “I don’t know”. I work in the hospitality industry and before that I worked fast food. I know how the situation is supposed to play out. And honestly, it’s not abt the money. $2 is not gonna break me. It’s the principle. You assumed I would be ok with a product; I wasn’t. I was informed that I would be accommodated and in trying to make this happen, I am getting the run around. This isn’t the first time that this has happened to us. I gave them the benefit of doubt before but at this point, I’m just convinced the employees here just don’t care about the service they give.

Update: because I care about the service I give, I actually manage the establishment in which I worked when I wrote the prior review. We are the third highest grossing store in the company and the company has locations in 60 countries. Trust me, I know that mishaps can sometimes happen so I gave this place the benefit of doubt AGAIN today (12/9/2019). HUGE MISTAKE!!!!! I placed my order at 7:20. Was told it’d be delivered by 8:05. It didn’t arrive until 8:50. Then when it came, I once again was missing my beverage. I call immediately and inform the store of what happened and was told it would be sent to me. They offered no apology, no nothing. It is now 10:24 and I have yet to receive my beverage. I called prior to typing this update to ask if someone was on the way. At this point, it’s not about the drink because I had other beverages at home I drank, it’s principle - I want what I paid for. I’m placed on hold for about 5 minutes then briefly placed on hold again when the lady who answered realized I was still holding for management. The manager, Ahmed, comes to the phone and says, “I told him to bring you your soda. It should be there soon”. I ask if there was anything that could be done for my inconvenience. He says “I told you sorry and we have a drink on the way”. I mention that this was not the first time I’ve gone through this and was also told last time that I’d be “taken care of next time” yet, here we are again. As he’s rushing me off the phone, he continues to say “I told you sorry and next time you order I will take care of you”. I ask him how can he guarantee that when he has taken no contact information from me. All you’re trying to do is rush me off the phone. Seriously, I don’t know why I even set myself, more importantly my house guests up for this horrible experience, but I do not plan to put myself in this situation again with this location. To be honest, my continued horrible customer service experience at this location leads me to believe this is how the service is at all other locations as well and is quite off putting.

Update again: it is now 12:23 am and I have yet to receive my beverage. I call the store and the manager tells me the driver said he delivered it. When pressed, he admits he forgot. I’m so...

Okay, so I've been a big fan of this pizza bolis in the past but tonight they really disappointed me. My boyfriend and I ordered two 12" cheesesteaks and an order of spicy BBQ wings, the total came to basically $28. The driver arrives and I ask "two cheesesteaks and wings?" and he conforms that is the order, I bring the food to my boyfriend, and he points out that we only received one cheesesteaks and on top of that, it's an 8". Now I usually order from delivery apps, because as someone who works in food delivery customer service, I know how the game works. Ordering the the app, at the very least allows you to prove what you ordered and the third party host is usually willing to accommodate whatever errors the restaurant may have made within reason. Unfortunately, tonight I decided to call the restaurant directly to save a Lil money (calling the restaurant directly is always cheaper!! If the restaurant provides their own delivery) anyway, I called the restaurant to explain that outside of the wings, the rest of our order was incorrect, the employee I spoke with agreed to bring another sub but when I tried to explain that the sub we did receive was the wrong size, he claimed we had only paid for 8 inches, but I had specifically heard my boyfriend state and confirm that they were footlongs over the phone. I understand that folks do try to cheat restaurants a lot of time and get extra food or discounts but at the same time, this was not the case, we definitely paid for and ordered 12" and it's just disappointing because it was my bf's birthday and we basically hadn't eaten all day. Just really disappointed in the restaurants unwillingness to cooperate and compensate us...