Vito's Pizza — Restaurant in Grand Rapids

It's Christmas. I ordered a pizza and they came and KNOCKED on the door and (you'll see why this is important later) delivered the wrong order which we noticed right away and ran out the door and the pizza delivery man just waved goodbye. Whatever, maybe he didn't notice, maybe he just thought we were hitting on him, we'll let this fly. Then we decided to call Vito's and tell them to call the driver and ask him to turn around. This didn't happen. Someone (unbeknownst to them) ate the wrong pizza. Vito's called back half hour later, which we didn't hear because we're hosting a party. Then a half hour after their missed call, we called and the woman, (holy cow, this woman) told us a few things 1. She dod the mhmmmm. You know the mhmmm I'm talking about. It's like when your mom asks for an excuse but she doesn't really care cause you're about to get in trouble anyway-kinda-mhmmm. Rude. 2. She decided to tell us that the driver couldn't just come knock on the door with the correct pizza, EVEN THOUGH HE ALREADY KNOCKED ON THE DOOR THE FIRST TIME. (See why it's important now? His knocking capabilities are in full force) 3. She told us she couldn't issue a refund and could only give the correct pizza (keep in mind this is an hour later) IF we return the aforementioned pizza. (Also, for all of the meat lovers out there you know damn well that a pineapple pizza will NOT suffice). It is now 12:30 on Christmas night & we are meat lover pizzaless and reminiscing on the days of good customer service. ESPECIALLY FOR A FAMILY WHOSE LAST NAME ENDS IN SKI ON THE WEAT SIDE OF GR YOU SHOULD KNOW WE ARE REGULARS. You made a grave mistake...

I live less than 5 blocks from Vito's and I've always lived close. So I've always thought of this place as the friendly place around the corner where I could get good pizza. But it's just not the case anymore. I had an experience a while back where the wrong drink was delivered and when I tried to make it right with the driver he dismissed me and said that's the drink on the receipt and just left. I checked my online receipt and confirmed that they gave me the wrong drink but I said whatever to the situation, it was still a drink I liked so I brushed it off. But tonight I can't brush off. I ordered my food at 12:45, on the receipt it says 12:45 with an estimated delivery of 45 - 55 minutes. At 1:45 I decide to call in and check where my food could be since I've never had food take longer than 50 minutes before. A lady answers the phone and I explain to her that it's been an hour and I just wanted to check on my order. She was rude and condescending and tried to tell me that I was wrong. I expected better from a business that's been there for most of my life. I called back right after and cancelled my order and will not ever be ordering from Vito's again. You guys were so great for so many years and I don't know if your workers are burnt out or they've just stopped caring but I know you guys can do...

I ordered from here for my first time, they emailed me at 1:30am saying it takes 45-55 mins to be delivered. At 2:15am we called just to see the status of our order since we can’t track it online & the woman who answered said “Honey, it hasn’t even been 45 minutes, you can expect it to be another 45”. I’m sorry for politely asking the status of my food that I already paid for. & “honey” it had been 45 minutes but thank you!

We called again to try & cancel it but I was told it was about to leave. 2:45am rolls around & we called again to actually cancel this time, I didn’t care if it was “on it’s way”. But because I wanted to cancel my food order after such poor customer service & waiting so late, I was told I would be put on their “black list” and that my refund would take 7-10 days. I knew I wasn’t going to get that refund and I don’t ever plan to order from here again.

The delivery driver actually showed up, after we cancelled it, an hour & 45 minutes after ordering it. He was the nicest delivery driver i’ve ever had. He was the only positive thing out of...