POLISENOS PIZZERIA DOVER LOCATION — Restaurant in Dover

So lastnight I ordered an extra large pizza with 2 toppings and a 2 liter. I did everything exactly as I did a few days before when I ordered the same exact thing minus the 2 liter on the website but for some odd reason it said pick up instead of delivery. I could have sworn I put in that I needed it delivered but when I called the restaurant they said that I didn't. When I called it was 20 min til closing because I had waited and waited and waited for my delivery and nothing had come. The first employee I spoke to was pretty rude. Halfway through me telling him what my issue was he just put me on hold without saying a thing which was really rude... but the lady that came back on the line was super nice and resolved my issue within seconds! She actually had one of the delivery drivers clock back in and deliver my order! That was awesome. I made sure to give the driver a little extra for a tip. Months ago I had issues with the cheswold restaurant so I haven't ordered from you guys in a while but the new street restaurant is absolutely great. The food is amazing and most of the customer service is great...

2nd bad experience with the new st location last time I ordered from them was this past Oct 2019 I believe this was the same person that took my order from Oct I purposely haven't order from this place since then because of bad order taking there. When I placed the order tonight I tried to confirm what she put into the order but she quickly hung up the phone before I could even start to get the words out. Received food completely was wrong again this one particular person needs to take their time with ordering or just leave it to the other counter person the seems to get orders correct. It also took over an hour to get the food correctly and back out to me I know they are busy there but you would think it would have been a more priority I was thinking it would take at least 30 mins to 35 but over an hour on a Monday is pretty extreme for a order that needed to be corrected I hate to do these because it can look really bad but a second time I'm pretty much done with this place it's ashame the food and prices are pretty decent to be ruined by some poor staff not all...

Placed order for 1 large cheese pizza at 11:45am. Website states order will be delivered in 45-50 minutes. Another message stated the pizza would be completed by 12:32pm. I placed the first called at 12:55pm to confirm order had been processed and was told it was out for delivery. By 1:30 I called again and made them aware the delivery driver had not yet arrived. By 1:45pm (2 hours after order) I called and requested a refund. The delivery driver showed up at 2:00pm, 2 hours and 15 minutes later than our order time, and my coworker retrieved the pizza. As a courtesy, I called to let the restaurant know we had finally received the pizza at which time I was told they would need the pizza back in order to issue a refund. So, I asked for at least to have the $3 delivery fee reimbursed. The website states 45-50 minutes, the driver can't be reached for over an hour, and the pizza arrived cold. Quite possibly the worst customer service experience I've ever...