Bacci of Elmhurst — Restaurant in Illinois

Bad experience top to bottom.

tl;dr - didn't honor coupon, delivered wrong pizza, instead of making it right said they'd come pick the pizza up and refund

I had a coupon that they stapled on the box that I threw on the top of the fridge at some point. I called with a new order, mentioned it, and they didn't honor it. I tried to ask for the manager - just got a "no it's old". It probably is - but it's clearly their coupon attached to their menu and it has no expiration date - and they still wouldn't honor it.

When the food was delivered, it was the wrong pizza - thin crust instead of detroit style. I called and the guy said they ran out of the detroit crust so he just made it on thin crust. Which...is not what i ordered. Then he acted surprised that I wanted them to make it right, and I asked for a refund. He said he could only do that if he picked up the pizza (which...is silly in its own right).

So now I put the pizza out on the table on my porch, hopefully they'll pick it up so animals don't get it. And I ordered from mama marias who got the full order correct, were kind, and did it at half the price.

Hopefully others have a...

Complete failure!

Order on-line for delivery at 5:45pm. At 7:15 I finally lose my patience and call. I wait on hold for 7 minutes and when someone finally answers, they inform me that "someone" entered my on-line order into "their system" as pickup NOT delivery. What this means is that Bacci has: No integration of THEIR on-line orders with "their system". No quality control on entering order data into their system. No process to notify someone when their pickup order has been sitting there for more than an hour. No employees at the Elmhurst location paying attention to any of this, and... No customer service policy to make it right for a customer whose Friday evening with their family has been completely ruined.

I'm holding my breath to find out if the person on the phone that said they would cancel and refund my order will actually do it.

Bacci management and processes are TERRIBLE.

Tonight, they lost a perpetuity of $100+ orders. Lifetime value of...

I will start off with an order I placed: 2 orders of the Mediterranean grilled chicken and an order of breadsticks, I was told delivery would be an hour and 15 minutes, on a Friday.... 2 hours later I called the store to check on the status, I was told that our order had not even been started. We canceled and were told by the manager that we would have a $50 credit to our account. Several weeks later, on a Monday 11-21-22 we decided to try again. I called and was put off by an employee that there was no manager on duty and no credit on the account. The employee put me on hold several extended periods of time (10 min +). We called back about 20 min after our last straw and found out there was a manager on duty.... Kelly the manager was very pleasant, but informed us there was no credit on our account. We have been loyal patrons of this establishment since they opened, but whatever is going on now, they no longer have...