Rosati's Pizza - Geneva — Restaurant in Carol Stream

I’d like to preface this with the fact that I paid over $35 for this pizza. I’ve ordered pizzas from the old building in the past prior to the opening of the restaurant and haven’t had an issue. Went to the new restaurant last week and ordered what I usually order and was very disappointed. Aside from the fact that the pizza quality wasn’t up to par, the order wasn’t correct. I had to pay for each topping on the pizza, regardless of if it was present or not. I paid for extra green olives and tomatoes, as well as pepperoni; none of these were to be found on the pizza aside from the tomato slices sloppily thrown on top of the melted cheese at the last minute. Prior to leaving the restaurant, I checked the pizza at the dimly lit entrance and everything seemed okay (aside from the sloppy tomatoes), so I decided to go home. Once home, I noticed there was only half of the regular serving of green olives (not the extra that I had paid for) and there was no pepperoni on the pizza (I peeled the cheese off to confirm this and no piece of pepperoni was to be found). Upon noticing this, I called the “restaurant” and was connected to the manager who gave me an email to send pictures of the pizza to; he said he would handle the situation and contact me upon receiving them. I sent him the photos within 10 minutes and I still haven’t heard back-- it's been two weeks. Went to the old Rosati’s for years and I don’t know what happened, but I’m not...

We are regulars for carry out/delivery. Always happy with Pizza and service, but had to share an issue/save we had on our online order 10/1. I placed an order online per usual and timeline would have had delivery around 7pm. About 7:30pm I called just to make sure everything was ok. I realized I hadn't received an email confirmation, but could tell my card was charged. Turns out their online system was down, their phones were going crazy...probably with calls like mine. They apologized and took my order over the phone and had my Pizza out to me so quickly, hot, fresh, perfect. That is not even the amazing part. About 2 mins after the delivery, my doorbell rang again,. It was a Lady from Rosati's. She was there to tell me their online system was down. They could tell we placed an order, but had no idea what we had ordered with the system down. She was there to inform me, apologize and take my order so they could get it out to me ASAP! I told her I had reordered over the phone and she just missed the Delivery guy, but I really appreciated the Customer Service and the extra effort to ensure we got our order. Technology is amazing when it works, and not so great when it doesn't, but it happens. The way they handled it, scrambling to make sure it was taken care of on such a personal level....was...

I used to really like this Rosatis. However, their customer service is just bad. Instead of admitting their mistake and going above and beyond what is necessary to win me back as a customer, they treated me like a cog and didn't hear what I was asking for. Here is exactly what happened:

My wife ordered a pizza with soda over the phone for pickup. I went to pick it up, not knowing what she ordered. I brought it home. The pizza toppings were wrong, and they didn't give me a soda. After ten minutes on the phone, I had to argue to get a $5 credit and soda for my next order... They said if they remade my pizza, we would have to give them the old one? Why should I wait another hour to get my pizza made right?

So tonight, we figure that we would give them one more try. I call to place a pickup order for a small pizza and get my credit and pop. They said that the credit was a $3 credit, not $5. I complained to the manager and told her exactly what happened. She said they could give me a $4 credit. I finally said that I didn't think they were treating us right and they gave us a $5 credit. So I'm getting ready to pick it up when the door bell rings. The delivery man was standing there with my pizza and tried to give me a $3 delivery charge even though I specified twice that it was pickup...