Gallo's Pizza & Pasta — Restaurant in Cary

I ordered the spicy supreme with no green pepper and 2 liters of pop. When they delivered my pizza they forgot the pop. When I opened the box, there was green pepper ALL over the pizza. I called Gallos to let them know that the driver forgot my pop I had ordered and about the green pepper on my pizza. The girl on the phone apologized and said that they would re-make my pizza and send it out asap. As I do know people make mistakes I was happy with this remake. After a few minutes I received a call back from the front desk girl. She stated to me that the only way I could get my "free pizza" ( which is not free because I paid for one that they made the mistake on ) was if I gave them back the original pizza. I have never experienced any restaurant asking for the food back that they made the mistake on. To me that is so unsanitary that this pizza has been sitting in my home for 45 minutes while waiting for the delivery driver to get here to drop off the correct pizza and pop and you are bringing this food back into your kitchen. Now a wait time of 45 to an hour for our pizza has turned into almost 2 hours for a mistake they made. As I have no issues giving the pizza back because we have to throw it away anyways, however, that is unsanitary, unprofessional, and now it makes me question...are u re-using ingredients, are not making fresh pizzas, are calling your customers liars. To be honest this was our first time ordering from them as it's right down the street from our house. But after this being our first experience, this will...

Customer service is great... when they are slow. Customer service when busy atrocious. When they take your order and say 30 minutes (pick up not delivery) showed up at 35 minutes and the only thing ready was 1 appetizer(poppers)... they apologized and said they'd deliver the pizza and mozzarella sticks in 20 minutes .... 40 minutes later our food showed up... with breads ticks not mozzarella sticks... I called and the young girl who answered argued w me that we ordered breadsticks not mozzarella sticks... I have never in my life ordered bread sticks. I asked ...well for the inconvenience I will bring the bread sticks back and swap for mozzarella sticks. They wanted to charge me half price for them. I said nope.. how many mozzarella sticks come in an oreder. She said 6.. i said well you just lost a weekly customer over 6 mozzarella sticks... could have avoided loosing customers if you accepted a fail... I'm in customer service and sometimes things do not go as planned... but you do whatever to keep your customers happy... even if it means loosing out on the profit of 6...

Of note, this is the first review we have ever done (because it was such a combined bad experience). On a couple occasions our pizza was delivered quite a bit after estimated (which we can handle). When continuing to order carry out the pizza, it was ready 20 minutes after promised and while waiting for the pizza, it was noted that the Manager (or whomever was in charge) was violently screaming at the front desk help in both Spanish and English. Finally when ordering delivery again, we were promised delivery in 45-50 minutes (I questioned this and the delivery address three times). After 71 minutes no pizza arrived. We called to check the status and were told that our order wasn’t logged, but if we wanted a pizza we could pick it up. I explained the multiple previous incidents and the “Manager” proceeded to hang up on me and told me our only option was to pick up a pizza if we wanted to eat. While Gallo’s has the best thin crust pizza in the area, the most disturbing part is the work environment that exists, and second the lack of...