Heavenly Pizza — Restaurant in Florida

I know this is long but please try to take the time to read it.

I can’t remember everything word for word but here (because I never thought I’d ever be writing a complaint) it goes… I ordered subs today at 1:00 at this location. It’s 1/2 price sub day. I ordered 1 large cheese steak with tomato and Mayo. 1 cheese steak sub with mozzarella, xxxxx fried onions, mushrooms and extra Mayo. 1 cheese steak Mayo, xxx fried onion and fried mushrooms. 1 cheese steak with provolone, mozzarella, extra Mayo and xxx fried onions. When she gave me the price and they charged us for all of the extras….fully understood. We went out in the rain to pick the subs up. I brought the subs home and… None of the subs had Mayo, none of them had visible mushrooms, and very little onions. There was more bread than steak. It was the worst sub I’ve ever had, especially from there. They are usually fantastic. I called the store, I asked for the manager. The person that answered said she was the manager. I told her what was wrong with the order. She said she couldn’t do anything, I had to talk to the owner but didn’t offer to give the phone. The owner REFUSED to come to the phone. He said he wouldn’t remake the subs due to too much waste. I took the subs back so they could see what I was talking about. I wasn’t trying to get something for nothing. He said he’s owned the place for 25 years and he’s never got any complaints. He said, my wife made those subs. I said I don’t care who made them, they’re wrong. He said, what do you want me to do about it? I said, what’s fair with you? He said, what are you looking for? I said subs that are made as ordered. He did refund money back to the credit card. Then grabbed the subs and and said, “get out and don’t ever come back!! We’ve been going there since 2010. Never have I been treated this way. I’m appalled at how I was treated. When Molly worked there we NEVER had this problem! I know this is long but I will NEVER go there again and will steer people away from there every chance I get. To the owner…..I think you need a refresher course in business and customer service....

UPDATE 09/18/2022 5:10 PM

Since discovering they deliver, we have ordered from them at least once a week, usually spending $50-$60 (enough for a couple of meals). The food has always been excellent! Until it wasn't. I called to let them know, in case they had someone new making the sandwiches, that about 3 inches of the sandwich (Heavenly Melt) had NOTHING on it, no meat, no condiments, NOTHING. Also the sandwich had no hot pepper relish. Trust me, I've had two of these once a week for the last two months. I KNOW what the sandwich tastes like. MOLLY informed me that not only did the owner make the sandwich but she personally watched him make it! In other words, I'm lying. She did offer to give me a $5 credit, which I wasn't asking for. I seriously was just calling to let them know and hopefully save them the hassle of someone else complaining if the current sandwich maker was new. She was beyond rude, interrupted me before I could even finish explaining the situation, and basically just didn't have time to bother with a customer. I called back to attempt to speak with the owner but was informed that she "didn't have to give out names". Bottom line, as much as we (usually) enjoy their food, I will never order from them again! If they can't be bothered to at least listen to a good, frequent customer who also tips well, they obviously don't need my business... Or yours!

One of the best sub sandwiches I've ever experienced! They'd have gotten 5 stars of they had remembered "no onions". However, the onions weren't strong so not that big of a deal.

Their strombolis and calzones are also wonderful and the wings are one of the few restaurant wings we'll eat! Pizzas are good as well and you can tell their ingredients for ALL their food is FRESH and freshly cooked.

WELL DONE, Heavenly Pizza! Just be sure to read those "don't add"...

I normally don’t leave reviews but my experience here was the worst experience I have ever had going to a restaurant. I drove from Punta Gorda just to try this place. We ordered a stuffed pizza with extra meatball and spinach. We waited a long time to get the pizza and when it finally came we had one piece and it just tasted like bread. There was no sauce, definitely not extra meatball, let’s just say there was nothing stuffed about it. When I mentioned something to our waitress she was just like yeah that’s how it comes. I lifted up the top layer and pointed out the two pieces of meatball and asked again this really looks like extra meatball to you? She said yeah that’s just how it comes. I was just kinda like are you joking. I couldn’t believe she was sitting there arguing with me. When I asked to talk to a manger she said I am the manager. There is no way this girl was the manger. I went up to the counter and asked to speak with a manager and she said the waitress is the manager. So basically they just have people pretending to be managers. An actual customer service manger or the owner would not have argued with me like that. I then asked to speak to the cook and she was like what is he gonna do? I said I would like to show him what a horrible job he did and ask if it’s acceptable. She said he sent it out didn’t he? I just can not believe what snotty girls they have working here. Zero customer service skills at all. I took pictures of the pizza but can’t figure out how to post them. If anyone wants to see it I would be happy to email them to you. My fiancé refused to pay for the whole pizza so we paid for the slice and left. Terrible experience, will never go back and will tell everyone not to go unless they try and...