Pizza Bella - Dallas — Restaurant in Dallas

I placed an order online tonight, with a delivery time of 6:10 (order placed about an hour before). At 6:36, I placed a call to explain that I had ordered online with a delivery time of 6:10 (yes, I understand this will probably not be the exact time), and I was just calling to make sure the order went through and everything was ok with it. I was told the driver left about 3 minutes ago, and should be there soon. Ok, cool. No big deal

After waiting, I decided to call again at 7:01, and was told that the driver had left "about 30 minutes ago, maybe he had others orders to deliver first", he should be there any minute. Annoying, but whatever.

And when 7:26 rolled around (now 1 hour and 16 minutes past DELIVERY TIME, I called again and said that I don't even care if we get it or not at this point, I want a refund. I was put on hold, and then told that they would print a new ticket, and the owner will call the credit card company tomorrow to get you a refund (sketchy?), and apologized. I've worked in restaurants, I truly understand how backed up and crazy it can get within minutes, which is why I was patient as well. But this wasn't that.

To sum this up, my order was never delivered, there was only communication from the restaurant when I called to find out where it was, and I'll hopefully get a refund. I did have a back up dinner for my kids, thankfully.

I've kept this purely factual up until now, but here's my opinion.

I ordered from this restaurant tonight because I've never had an issue here. Good food, previous deliveries have been fine. But you've absolutely lost a customer, not because of the actual situation, but how it was handled. And since I was told that the owner would handle it tomorrow, I'm lead to believe that the owner is aware of the situation. Which brings me to the conclusion, due to the lack of acknowledgement from the owner, that they just don't care about horrendous customer service, and what happened tonight is just fine.

From one small business partner to another, this is the opposite of how you treat customers when you want to retain and profit from them. If you have no idea that this situation occurred, then you need to hold your staff to a...

Pizza Bella, Dallas. We order from here, about once a week. This week, twice. 1st was on Tues. We looked online to see the daily deal.. It was posted 2 med. Pies for $9.00.. I was charged 8.99/pie. I called to question it and was told no, it was $8.99/ pie.. no ifs ands or buts. I recommend they correct the online menu. Last night. We ordered for mild wings and Stromboli. The order came, I tipped the driver and came in the house to a tray of pizza and hot wings. Things got a bit out of control, but we finally got the calzone, which the guys liked. I carried the store about the mix up, losing my temper. For that, I am really sorry. It was uncalled for. They were obviously very busy and things happen. Again, I am sorry 😞. ...

Worst pizza place in the valley. Witchy blonde woman that usually works cannot be any ruder. Most of the staff simply does not care, and their service is slow and inaccurate. I get the wrong/cold food more often than not, and I have tried to address it with management multiple times. They are a joke (not to mention unprofessional) and talk poorly about customers in front of other customers. The quality of the food is very very poor. Nothing is homemade; everything is pre-cooked and then reheated, even the noodles in the pasta dishes. If I wanted microwaved food, I could have stayed home. I have seen workers outside smoking a cigarette and walked inside to see them continue to work, without ever washing their hands. If you decide to eat...