Napoli Pizza & Restaurant (Blue Diamond/Rainbow) — Restaurant in Enterprise

Mr. Balian:

My name is Daniel. I’m a patron of your restaurant located on S. Rainbow Blvd, in Mountain’s Edge. My family and I have loved going to this restaurant for our weekly pizza fix. We were excited when a location was being built in our community and enjoy coming here at least 2-3 times a month.

We’ve also recommended it to our neighbors and friends. The food is exceptional, and so was the service. I use the past tense as I write this letter to you. As a fellow business owner, I know you must strive to provide the best customer experience for each of your clients who visit your restaurant. I always appreciate feedback from my clients because I can’t be everywhere. I hope you can use this opportunity to help train your staff with client relations. If not, this can affect your business negatively.

The last two visits (Feb 24th & Feb 27th) I’ve had very disappointing experiences. On February 24th, we had visited for lunch. We had asked our server to provide clean plates for our pizza. We had waited patiently for about 8 minutes. I then gained her attention and gently reminded her, at which point she returned with a curt reply and said, “I’m the only one working.” While I do believe she was, the room only had two other tables with two people at each table. She simply forgot and had the nerve to be short with us for reminding her.

Our latest visit on February 27th was also very upsetting. I had called in my order for pick up. I had asked the gentleman taking my order to list the ingredients in the Mediterranean salad. I then added feta cheese, olives, asked that it be chopped, and to have the dressing on the side. I waited twenty minutes for my simple order. But that isn’t an issue. It was dinner time after all. When I arrived home, the salad wasn’t chopped smaller, no dressing on the side was provided, and the olives were missing. I called and spoke with a man there who did initially apologize and offered to correct the order. I assumed that he had my entire order in the system. He said we would need to return the salad, and he would deliver the corrected one. I waited 20 minutes for the replacement. When it arrived, it was a small, not a large, and the dressing was missing on the side. I called again, and this time he was clearly annoyed. He said that I didn’t mention the dressing on the side. But as I had mentioned, I assumed he had my order in the system.

I didn’t appreciate him being short or curt with me. His attitude was completely unnecessary. It was clearly an error on the restaurant’s side. He needs to learn better customer service skills. Being rude, boorish, and short is not how he should treat a patron. I suggest you have a conversation with him about his tone and delivery. He did offer to place a free small salad on my next order for the delay and errors. But that won’t remove the sour taste of my experience today. I do not want a free salad for this terrible service. I’d like an apology from him. He has my contact information.

I will continue to visit this location. As I had mentioned, the food is always fantastic, and so is the service, usually. I hope you take this information to heart and make the necessary changes to improve your client...

I never write reviews. Usually, if I don't like a place, I just don't return. This deserves a review.

On February 10th, my husband and I stopped in and had a decent meal. A few hours after we had left, I noticed that I left my purse there. I knew that I had left it there, because I paid, the cashier commented on it, and I went directly back to my home away from home. I called, described the bag in detail, and was told that no one found it. I had to go past, so I stopped in. Again, I was told that no one had found it. I explained that I was traveling. Panicked, I told my husband that I was going to have to file a police report. He questioned the security cameras and they said that we would have to call on Monday. We left.

5 Minutes later, I received a phone call from them, stating that they had found my purse. I went back and was met by a different employee who said that no one had reported finding it, and that they just found it stashed behind the counter on the other side. I checked the bag for its contents and noticed that the credit cards were disturbed, pulled out of their slots. The woman told me that she had done that while looking for my ID to verify that it was my bag (so, in 5 minutes they located the bag, pulled the cards out of the slots, found my id, verified and called). I was relieved to find my ID and credit cards were all there. I checked the pocket where I kept my cash, and MY CASH WAS GONE.

My husband asked about the cameras again. We were given Harry, the owner's, phone number, and were told to call him on Monday. Another told us that he would be in early on Sunday.

We stopped back in early on Sunday. I introduced myself to Harry and began to explain what happened. He was rude, stand-offish, and did not seem to care. He interrupted me several times while I was explaining. I asked him to let me finish, and he said "yeah, yeah, you left your bag". I asked him if he understood that my cash was missing. He informed us that it was Superbowl Sunday (which we understood) and that he would call me Monday, after he had reviewed the cameras. I was willing to work this out amongst us, but after his treatment of the situation, I decided to protect myself and file a police report for any future attempts on my credit. I have yet to receive a phone call regarding his findings on the video cameras.

You will get more compassion in an online review of thin, soggy, cold pizza than you will face to face being a victim of petit theft in this establishment. Just because I accidentally left my bag, it is not ok to narcissistically insinuate that the victim was at fault for leaving their bag as if it were an open invitation to be...

WORST EXPERIENCE EVER!!! DONT WASTE YOUR MONEY. Pretty sad because living in the mountains edge area this WAS a good joint. After today I will NEVER give my buisness to this place again, pretty sad considering I placed a $500 dollar Catering order with them just last month. They were completely under prepared and the staff was running around like chickens with their heads cut off. I pre ordered a pizza and 20 wings on Friday and prepaid for this Sundays superbowl. At no point did the restaurant let us know there was a MASSIVE amount of orders and at no point did they stop taking orders, absolute GREED. When I arrived I walked into a huge line, no organization- I arrived at 215pm for my 2pm pickup time and proceeded to wait 30 MINUTES in a pickup line all for them to tell me MY PIZZA WOULD TAKE AN ADDITIONAL 25 MINUTES. So I patiently waited, after 25 minutes I walked up to the counter and asked if my pizza had been sitting there, sure enough I see a box with my name on it. The worst part is I tell the person standing there and he tells me without a ticket he can't give me the pizza that I ALREADY PAID FOR. I then get the attention of another girl and ask her to get my wings that had been sitting on the back counter for 25 plus minutes and to confirm that was MY PIZZA. She gives me a bag and they give me my pizza. I get to my car and check my order to realize THEY DIDNT EVEN GIVE ME MY WINGS, I ended up with some random order that didn't even have my name on it. WHAT A LITERAL JOKE THIS PLACE IS- I'm sorry but if you anticipate to be busy you create a team plan to be accurate and as efficient as possible!! You would think at some point they would stop taking orders because they couldn't even get out the orders they took correctly. I'm going to be calling for a refund on the $80 DOLLARS I spent because all in all this experience was completely unprofessional and unacceptable. If I could give negative...