Saccone's Pizza & Subs — Restaurant in Leander

READ THE OTHER REVIEWS!! MY EXPERIENCE IS NOT UNIQUE. THIS LOCATION HAS A CUSTOMER SERVICE PROBLEM

I ordered a pizza via GrubHub but what was delivered was the wrong order. I called the store and spoke with Riley who informed me they don't do delivery and that I had the wrong store. Now, I know, and Riley knows too because the receipt says Grub Hub, that Grub Hub picks up and does deliveries for them all day long... After he confirmed that Grub Hub does deliveries for them I asked if they had a GrubHub order and Riley stated "I've only had one GrubHub order today for a cody's pizza and it's still here" At this point I was willing to drive to the store and pick up the pizza, mistakes happen to everyone, no worries. Riley then said I would have to contact GrubHub because they delivered the wrong order. I corrected him and said it sounded like the driver was handed the wrong pizza (I didn't want the grubhub driver to get in trouble for a mistake made by a Saccones employee). At this point Riley got defensive and started denying he was at fault. I asked him REPEATEDLY to stop talking over me and he said "well sir you aren't listening". You don't talk over customers, preventing them from speaking, and then tell them they aren't listening. The moment I explained that it was Saccone's who made the mistake because by Riely's own admission he "checked and handed the order to the grub hub driver" he put me on hold w/o a word.

Enter Sam who I am guessing is a manager? Sam immediately went into the same thing: we don't deliver, we didn't make a mistake, grub hub did. If I went to the store personally, and you handed me the wrong pizza whose fault is it? Is it my fault or Saccone's? (In actuality it is probably both our faults equally but as a customer-business relationship you take the responsibility so you don't get a review like this one :D ). GrubHub serving as my intermediary doesn't change this fact. I explained to Sam that Riley was talking over me and that in fact they did make a mistake, and now the burden was on me and grub hub to fix the problem when neither of us were at fault. I asked what we could do to make this right and Sam said "Sir, I've been working for 10 days straight..." Sam, I'm sorry to hear that. I found out today my dog has cancer and so I thought I'd try and take some of the burden from my wife by ordering out for dinner. Point is everyone has problems but that's not an excuse for poor behavior and customer service. Sam then said: "you'll have to contact GrubHub, there is nothing we can do". Look, when you mess up, own up to it. Apologize, and work with the customer to make it right. What does this look like? "We're sorry sir, this is on us, we don't do delivery but if you are willing to come to the store we can offer you a free pizza on your next visit. " something along those lines...I worked in customer service when I was younger and I never handled a conversation from a customer this poorly even when I or the business I worked for weren't at fault. It's about keeping customers happy and getting a good...

Update 7/24/23 - I called in to the store to check on my refund and got through to an actual store manager this time. She was exactly who I wished I had spoken to from the start of all this. She apologized for the multiple mistakes with the order and how the employees handled it. She is making it right by remaking the order and offering a full refund of the original order. She cares about the business' success. Saccone's Pizza needs to hire more people like that. Bumped up to 4 stars overall from 1.

Review from 7/22/23: I don't normally leave reviews before reaching out to the manager but in this case It was all bad so I'll just get straight to the point. We ordered online a specialty pizza, fried ravioli, and a cannoli. The perk of signing up online was a free cannoli however the cost of it was $4.00 and the site only took $3.00 off. Ok, not so big of a deal I let that one slide. When we arrived at the restaurant to pick up our food we were only given the pizza and cannoli so I asked the girl at the counter about the fried ravioli we orders. Her response: "Oh, we don't have that anymore". I replied kindly and a bit frustrated with "Ok well can we please have a refund since we bought it?" She was stressed out about this (ok I get it some people have a bad day, that's fine). Now my girlfriend is without her meal and we just have our specialty pizza to share. When I get home I open up the pizza to find that we just have a straight cheese pizza. The receipt even reflects the pizza we ordered should have had Sausage, Mushroom, Onion, Green pepper. We paid $42.22 for carryout on a single pizza and cannoli that was supposed to be free and we got nothing we ordered. So now is when I call the next morning to speak to them about this and hopefully be refunded for this disaster of an experience. I get through to an assistant manager at the Leander location who barely listens to what I have to say as they cut me off while explaining my issues that took place. I was polite and reasonable on the phone and really was just looking for a response such as "I'm sorry we made those mistakes, we will make it right somehow". Instead? I am not even joking, after I explained that we were over charged for a cannoli, told that they are out of an item that we ordered when we arrive to pick up the food instead of a call after order is placed to ask if we'd like to get something else instead, and lastly we got a completely different pizza than what we paid for... Guess what the guy says to me? In a rude tone he says "I'm not sure what you want me to do about that". I had to collect myself for a second as I was being extremely pleasant given the circumstance up to this point, I said "Well normally when there is this much wrong with a customer's experience the first thing an assistant manager would do is apologize for the inconvenience and offer to refund the items that you either did not receive at all or over paid for! I really wanted to like this place but sadly I can not recommend this to anyone in the Leander...

I really hate having to give them two stars with the overall experience has all that it warrants. I used to eat at the Saccone's in Round Rock. Food was always amazing and it was a very comfortable cozy. I was sad to see that it close but no worries since there's another one on highway 620 just south of Anderson Mill.

Again saddened to see that that one got shuttled as well. when I saw that there was another restaurant location open I was really excited to go sit down and have some of their famous pizza once again. This location on Hero Way is in a shutdown Little Caesar's restaurant. they really should have rethought about this location or better modification before opening.

There are only two booths and 2 high top tables and there's signs everywhere saying this evening is not for eating in the restaurant it's only to wait to pick up orders to go. We had gone with the intention to sit down and eat and had our young settle this so it really didn't have time to go somewhere else. they said it's okay if we sit down and eat but to bear in mind they had no restroom for customers and that's the reason they can't allow seating.

We ordered the cheesy artichoke dip along with pizza. Since their setup is it to go only restaurant everything you get is in to-go containers. The appetizer did come out before the meal but it was extremely bland, and just not a lot of flavor I was very disappointed in the dip. the one good thing is their Pizza is as awesome as usual. Great crust, great sauce, and great toppings.

Another thing is a currently don't have a liquor license so you can't go grab a pizza and a beer.

if they were a sit-down restaurant like they used to be I would go back but we live about a half an hour away from this location so it's not worth the quality loss to drive home to eat. I really hope the expanded make it a full...