D’Lish — Restaurant in Chula Vista

Heartbroken to say I won’t be returning… This used to be my all-time favorite Italian spot, especially because of their vegan options. I’ve recommended it to so many people over the years—but after my recent experience, I’m incredibly disappointed.

I called in a takeout order and had it repeated back to me, so I was confident it was correct. But once we picked it up and drove off (yes, my fault for not checking right away), we realized one of the pizzas was wrong. I called immediately, and they told me they could fix it—just pay the small difference, and it would be ready when I returned.

When I got back, I expected a fresh pizza ready to go. Instead, they told me to bring the bag back so they could change the toppings. I was shocked—never in my life have I heard of that. That’s not what was communicated to me over the phone. After I pushed back, they said they’d make a new one, but I’d have to wait another 20 minutes.

At that point, I asked to speak with a manager. The staff member turned to the woman next to him and said, “She wants to talk to a manager,” and she replied “I’m clocking out—she can talk to someone else,” and walked away. Completely unprofessional.

Eventually, another manager came out. I explained the situation, but all she kept saying was “I’m sorry” while pushing the pizza box toward me. She repeated, “We have protocol—we have to take the pizza back.” I told her she clearly wasn’t listening. I hadn’t even mentioned that yet. So I asked, “If you have protocol, what happens when there’s miscommunication with customers—twice—because of your staff?”

Her only response was, “Well, you have your pizza now, right?” As if that erased the hour-long delay and poor handling.

I completely understand that mistakes happen. But the way this was handled—from the miscommunication, to the lack of responsibility, to the dismissive attitude from the manager—was unacceptable. I’ve been a loyal customer for years, but unfortunately, I won’t be coming back.

Thankfully, there are other great vegan pizza spots in town—Red House being one of them. I’ll be taking my business there from now on.

Thank you for the reply. Can you please provide the best way to reach you? As there isn't a way to communicate here and your staff when I call the restaurant has not...

Stopped going to this place after they charged me for a take out order which I never received. They called me right after I placed the order online and said their kitchen was closing. Okay no problem, give me my refund, we're good. I check my account a week later and I still see the charge there. I call the place, guy tells me on the phone I shouldn't have placed the order if the kitchen was closed and I'd need to make an appointment with their manager for the refund. Right lol, how about you go ahead and make an appointment with American Express cause I'm cancelling the charge. First time having to do that, now I'm glad I pay everything with credit card. Other than that, this place is always empty, probably closing soon. Would post this under the Ocean Beach one but it's marked permanently closed, probably due to the bad reviews.

Response to owner:

First off, this was months ago, so it's a little late to actually look this transaction up. Second, It was through your OWN website, so it shouldn't be accepting an order if your kitchen's closed. One part I left out was that I left your store my number to set up this so-called "appointment" with the manager. I cancelled the charge immediately after doing so, as I knew I would never hear from your manager. This now being several months later, I was exactly right. Feel free to make an appointment with American Express if you'd like to dispute it. Looks like it may be too late for you though as I walked by your Ocean Beach store yesterday and I saw that it is actually permanently closed, karma worked fast on...

Edit: Originally 2 star rating. I was called by an employee probably not even an hour after posting my review, she wanted to make things right and promised they would replace my food the next time I ordered. I would just have to call ahead and give them my name and tell them I put in an order and they would send that dish that was messed up last time for free. I am extremely impressed by the customer service and the speed of trying to make things right for me. I will definitely give them another chance because we have always loved the food and the fresh pasta. Fingers crossed they can make it right next time and I don't have to change my review back!

I am highly disappointed at what this location has turned into. We used to get food from here all the time and it was delicious and one of a kind. Now it was sad and extremely expensive and we got ripped off. I ordered the seafood alfredo that was supposed to have shrimp and scallops, and it only had shrimp. We also ordered the chicken fantasia and it was dried out and the pasta was gummy. Both dishes had burnt noodles and food. The calamari was pale and undercooked and cold. We have never had a bad experience here and we were so looking forward to having the food again. We did not ask for any modifications on the order or any extras, and the restaurant charged us extra for "order modifications". So not only did we get less by the missing scallops, but we got charged extra? Not...