Soprano's Pizza — Restaurant in Baltimore

So, I'm a busy person and don't really like to cook and I ordered from here nearly every single day orders between 15-40$(~20$ on average) per day, always tip 10-15$'s near holidays or days I have it. They have good food, usually take 30-40minutes for orders to be delivered, people taking your order are nice 90% of the time, issues are usually solved without issue. However, problems I have/had are:

-They have messed(mainly forgetting things) my order a ton of times. Granted, since I order there nearly everyday it's more prone to happen but the biggest issue is that even after reminding them before I hang up after finishing my order that they have made a mistake previously they still will make the same mistake.

-When they mess up my order or forget something I will usually wait at a minimum an hour for it to get there.

-There was a few times when they delivered the food they would automatically include a tip with the total, different than what the receipt says, and we would still tip them more on top of it not realizing it. The 3 times it happened it was the same driver doing it each time and it was happening every time. So upon manager returning call he said "my employee has said he only requested what was on the receipt so I am sorry I do not know what to tell you". Basically calling us a liar, which it was on principle, not the 2-3$.

-So in the last 10 days they gave me the wrong type of cake for my little cousin. He only eats fruit and this cake. In the last 9 days we've ordered the cake 5 times ad out of those 5 times, 3 of the times they had given us the wrong cake. So after the first time I ended up just throwing away the cake since it was not going to be eaten, then the next day when I ordered I let them know they messed it up but my cousin wasn't here so I didn't order another piece. 2 days later same thing happened however I am a person who REALLY doesn't like to complain or call places back when they mess up my food so once again I didn't say anything till the next day I ordered food from there and I had gave that piece of cake to my neighbors kids. Also, I liked the place so it took even more for me to complain. Both of these times I never asked for an exchange or my money back just that they don't mess it up please. Well they got it right that day but then AGAIN today, they mess up and send wrong type of cake. I call back and tell them I really don't like to complain but this is a bit ridiculous, they put manager on phone and he said he'd send us a piece of the correct cake back out ASAP. Well not only did they have us wait 90 minutes and my little cousin got picked up already, when they got here they said they needed the wrong cake back before giving us the correct one. Now I know it makes sense for them to do this to make sure we weren't lying or trying to get free cake, but this was the 3rd time this happened in 9 days and the other 2 times we NEVER even asked for a refund or exchange not to mention we order from there 5-6 times a week and they know us well enough. Even though I had already told my neighbor they could have this piece of cake, this wasn't about the cake. This was about principle and decency. As far as I know they are NOT allowed to resell this piece of cake and would throw it away once the guy got back to the store since we had it for over an hour and could have poisoned it or whatever.

So even after ordering there 5-6 times a week for the last 9 months, many many mistakes and most recently us paying for the wrong cake, and the fact they were just going to throw it away anyway, they still required the cake before getting the new one. Thankfully my neighbor was still on her way home, however I just still feel like it was petty and a bit belittling. As if being a loyal customer for going on a year now means absolutely nothing even there we've let them slide a countless number of times and didn't even mention it sometimes giving them the benefit of a doubt.

I really like the people as a whole, just feel taken for granted and just disrespected 1 too many times...

I did have a 5 star rating here a year ago and now its down to a one. We used to order all the time and it was amazing. Now their product has started to suck and the amount of mistakes they make are ridiculous. The past 3 times we have called there was a mistake. Tonight I ordered food at 8:19 I ordered fried mushrooms. Well I got my food at 9:09 and I didnt have fried mushrooms it was fried scallops or something. I know sounds incidental but just wait. I call and they say were gonna send someone over with some right now. 9:41 comes and no ones here .I say I want a refund and they say oh the driver should be right there just 5 more minutes. Well 10:01 comes, no ones here so I call back and they say he should be pulling up now I am like look I really just want the 5 dollars back its a little late now and I just want my money. Well here I am, 10:24 and no one is here. I just called and she said well the delivery driver has a lot of deliveries and is bringing them. Im like it doesnt take an hour and a half to drop off an order of fried mushrooms when you messed up my order in the first place. She tried to argue with me on the refund like no I want someone at my house now with my money. No one is here yet and its kind of pathetic. Never ordering again. Sad. Do not order if you want your food on time...

I’m not sure what has happened recently, but the quality of food and service has dropped significantly in recent months. The past few orders we’ve had have been wrong and we’ve been giving them the benefit of the doubt as we’ve been customers for over 10 years and like supporting a local business. That being said, tonight was our final straw ... we ordered and specifically asked for “no hots and to add mayo” on the supreme cheesesteak as my fiancé cannot have hot peppers; however whoever transcribed the order from Grub Hub, wrote “no mayo; add hots”. The sub was completely inedible (everything else in the order was fine!) so we followed the process to get a refund for the sandwich, which was $7.99+.50 for pickles and they decided a comparable refund was $2.93 after we refused a 10% coupon on next order (which means we would have to order $85 for the discount to even cover the cost of an inedible sandwich they clearly messed up on). Sorry, no. I hate being that guy, but pretty sure we’re done with this restaurant, which is a shame as they’ve historically been great (until recently).

I won’t say don’t order from them as they do have a solid line-up of food, but I will warn that your order will more than likely be messed up (missing items, wrong items, etc.) of which they don’t seem to...