Pizza D’Amore Buena Park — Restaurant in Buena Park

I want to start by saying that my review is based purely on the customer service experience I had at D’Amore Pizza, not the food. The food itself is good, but after my Valentine’s night experience, I won’t be returning.

I visited D’Amore on Wednesday, 2/12, to order a party pizza and two heart-shaped pizzas for a work meeting we had on 2/13. While I was there, I also decided to order two heart-shaped pizzas for my husband and me for Valentine’s Day, to be picked up on 2/14. I requested a 5:00 p.m. pickup, but the employee mentioned they only had availability at 5:30 p.m. I agreed, and she took my order, wrote down my name and phone number, and I paid for the pizzas along with a tip.

When Friday came around, I had a lot of preparation for Valentine’s Day. Since D’Amore is about a 20-25 minute drive from my house, I planned everything around the 5:30 pickup time. I arrived at 5:50 p.m. to pick up the pizzas, and the employee who took my order told me they would be ready in 15 minutes. I explained that I didn’t have 15 minutes to wait because I had time-sensitive tasks to attend to back home. I asked for a refund, but was told I couldn’t get one and that the pizzas would be ready in 15 minutes. I was visibly frustrated but decided to leave, drive 20 minutes back home to take care of what I needed to, and planned to return later.

Once I finished my tasks at home, I headed back to D’Amore. After another 20-minute drive, I arrived at 7:30 p.m. I sent my husband inside to pick up the pizzas. He called to ask about the order, and I gave him the details. He came back to the car and told me they couldn’t find it. I went inside myself, already irritated. A man behind the counter asked my name, and I told him, “Jessica.” He said, “Oh, here it is,” and I breathed a sigh of relief—until I saw him pull the ticket down and saw that the phone number didn’t match mine. I told him, “That’s not my order, and that’s not my phone number.” He showed me the ticket again, and I repeated that it wasn’t mine. He went in the back, and the same girl who took my order came out and said, “ In the chaos, they must have given your order away.”

I was floored. How could they have given my order away after taking down my name and phone number? And why didn’t they notify me that my order was delayed by 30 minutes? At this point, I just wanted to leave after all the back-and-forth. I asked for the refund I’d initially requested and, after some time, was given it—after getting approval from someone in the back. Not once was an apology offered.

I left the restaurant empty-handed and headed back home, another 20-minute drive. While I did get to enjoy the pizzas at my work meeting the day before, the way my order was handled left much to be desired. If they had my number, why didn’t they call me to let me know the order would be delayed? I could have saved myself a trip and taken care of my time-sensitive tasks at home, then picked up the pizzas later.

Every customer ahead of me was also told it would be another 15 minutes for their orders. I get that everyone wants a heart-shaped pizza on Valentine’s Day, but they make these pizzas all year. They know how long it takes to prepare them, so why take more orders than they can handle? If they’re going to ask for my information, why isn’t it used when the order is picked up? I ended up wasting time, gas, and a 10% tip I forgot to ask for back.

Communication and a simple apology would have gone a long way in this situation, but neither were...

Horrible service ! Ordered pizza yesterday online they said it would be ready at 6:04 picked it up at 6:20 the cashier in the front took about 5 mins for him to tell me he couldn’t find my pizza or order. He let a girl in the back know she also said she didn’t find the order took a look at my phone and said to wait 15-20 mins so I did… 20 mins later they called my husband … ( even tho they said they couldn’t find our order or information) not sure how they had his number if they said they didn’t get the order. They said our order was ready when I went the cashier asked if I wanted them to reheat the pizza !!!! I asked the guy what he meant if they said they just did them he said that they ended up finding the pizza and it was cold pizza that had been ready since 6:05 and by this time it was 7 pm ……. I told them then why did they make me wait 20 mins if I was told my pizza was gunna be made fresh … they didn’t even have the common sense to reheat the pizza while I waited (which I wouldn’t have mind or notice). At that point I just wanted my money back because I waited so long just to get some cold pizza and Nicole and the cashier did not want to give me the money back or make a new pizza as I requested them. They ended up reheating and giving me the old cold pizza and it was only reheated in the over for a minute so it was still cold ! Nicole is very unprofessional and doesn’t know how to manage the restaurant herself. The employees need better supervision and training because everything about the situation was stupid and...

This was my 2nd day in the row ordering food to be delivered to me because the 1st day was fast and the food was good. I ordered 2 strawberry cheesecakes with my meal and basically got back 2 strawberry pound looking cakes with a minimum amount of cheese in between like a filling. I called and eventually spoke with the manager and I explained to her that strawberry cheesecakes don’t look like that no where even when you google it but she told me that theirs look that way and since it was delivered already, then there isn’t nothing that they can do about it and basically hung up the phone on me. I will take this further as well through another channel as well. I’m an open minded, understanding person but this was unprofessional and poor service on all levels and I wish I would have paid for it with a credit card especially after I tipped them really good 2...