Sanpeggio's Pizza — Restaurant in Chelsea

This company easily won the WORST customer service award for 2021 in my books. It starts with me ordering a large pizza, medium pizza and two calzones via Yelp. I show up to the location and there is a busy line and once I get to the front, the young man refuses to release my food unless I pay at the terminal. I politely try to explain I paid via Yelp and he refuses. I had three hungry kids in the car and had literally just moved into the neighborhood so I had no food in my fridge. So I was irritated by the rude cashier but had to feed my kids so I paid and tipped him less. He told me to call back to settle whether I was double charged or not. Well… when I call back two days later, the young woman who answered was not as rude but the “owner” tried to tell me I had to dispute with Yelp and that they don’t even service Yelp orders but grub hub only. They obviously don’t understand Yelp and Grub hub are the same company. So no resolution on that call. A week or two later a man named Kumar called me to discuss the matter. He was very combative and contentious- so much I had to hand the phone to my husband. He tried to persistently tell me that they don’t accept Yelp orders.. so how did you have mine when I got there to pick it up!? It was insane. He ended by saying he would reverse the charge from the store but a month later there has been no credit. I paid 140 for garbage pizza and a customer service nightmare....

We’ve been ordering from Sanpeggio’s for the last year and have loved it but last night may have been our last time ordering there. We ordered for delivery through the Slice app and when our order arrived we realized they forgot our cheese bread. I called to let them know and ask them to refund us or bring one by and they were incredibly unhelpful and rude. They couldn’t find our ticket and didn’t believe we had ordered from there. When they finally found it they said they wouldn’t refund us but we could come and get the cheese bread. We ordered it for delivery for a reason and when we explained that we wanted a refund if they wouldn’t bring us another they kept saying “We can make another and you can come get it today or tomorrow.” My husband finally gave up and went to pick it up and no one said a word to him. We get mistakes happen but we didn’t get a single apology for the mishap or thinking we lied about ordering from there and they were very rude. Great pizza but if they service is horrible we won’t continue giving them...

The food was really good! The staff was very polite and helpful! So why not 5 stars? I had my grandkids with me. We went there because they live pizza and we could eat it there instead of just takeout. I acknowledge that society has changed after COVID and people do things differently. It is unfortunate because many of my fondest memories are off times eating out with family and friends. Pizza is a big party of a young persons life. So my only 'complaint' was that they were not set up at all for diners at the restaurant even though they offer restaurant seating. No ice for the drinks, Parmesan cheese dispenser empty and no packets in the container for it, etc. These are small things but it is the little things that help make the experience.

Like I said the first was really tasty and a nice change from the big box pizza companies. My recommendation is that you get it to go. You'll enjoy it...