Santoro’s Subs & Pizza - Lowell, MA — Restaurant in Lowell

This place is mortally pretty good... I always way over tip the delivery driver even though they charge for delivery about 40% or what I pay does to that fee and the driver tip... I order a $14 small white pizza they charge me $3 to add basil to (riduculous) but they make the best one around so...over $20 with tip and all... I never order anything dofferent ever... and I order at least 2x week for over 6 months... their drivers today neither had a mail and it doesn't matter if I ask for it to be left with know knock or be because my husband is sleeping because of his schedule.. they still always ring AND knock... I've today I order at 930-ish... the deliver 1/2 hour later which is normal... I look at receipt and it says they wrong order... the driver just told me the slip is wrong... I'm a little allergic to tomatoes and the pizza is a cheese pizza with regular tomato sauce with the extra basil. I call to tell them they tell me it's gonna have to be a long time... it takes them almost 2 hours to get me my correct food and takes off before I even get back to door with mistake they ask me to send back... and by now it's ice cold and also over cooked... burnt crust at parts...and no one is answering at the store anymore because they were closed before the driver even left with my inedable food... I may ammendmend my return if I get a hold of them tomorrow and they refund me, to reflect their customer service, if they correct the problem so over 2.5 hrs and wrong order once, it was correct the next time... but ice cold and I will be calling again tomorrow... I'm a loyal customer of this restaurant and never complain... but this has gone too fat... hoping to talk to manager or...

I normally love this place. I order from here often, and almost always enjoy my food. And to be honest, I’m more so posting this review to hopefully encourage accountability on the restaurant’s part. But tonight I ordered a chicken salad club and fried dough, and first the driver forgot my fried dough and had to go back for it. That was honestly not a big deal because I had time to eat my food and it would arrive nice and warm and ready to be eaten when I was done with my club. However, I go inside and in my first bite of my sandwich was a piece of GLASS. I immediately called the restaurant and told who answered the phone about what happened, and despite never being this person because I’ve worked in the food industry and understand mistakes happen, I told him I would like my money back when the driver returned with my fried dough (which would now be my dinner since I was not going to eat the rest of my sandwich). He said okay and not even 10 minutes later my driver returned, I told him to keep the $5 because the mistake was not his and he had to come to my house twice. He agreed with me and said it wasn’t right, but also explained that they told him to come back and only give me $13 of my money back because I was still getting the fried dough. I haven’t food shopped yet for my house, so I didn’t want to argue or get the driver in trouble so I accepted and took my fried dough. But truthfully, I don’t think I should have had to pay for anything. It’s $7 but still, there was a piece of GLASS in my mouth. Hopefully santoros can do better quality checks in the future and can save someone else from this...

I placed and paid for an order of $65. Waited an hour and a half for food that did not come. My company and I were outside sitting in my front yard when I called the restaurant to ask about my order. I was told they came and could not reach me by phone so they didn't deliver the food. Which confused me because not only were we outside but a delivery driver would come to the door either way. Why they needed to call over the phone, I have no idea. And it's not an apartment building so there was no confusion about the place. I asked for the money to be refunded and the woman on the phone said ok, whatever. So I drove to the restaurant to clarify and confirm I was requesting a refund. I had to speak to 3 people and the last person was giving me a hard time to get a refund. He kept asking what he was he was going to do with the food. I said I don't know that's up to you. I'm not gonna pay for food I didn't recieve, touch, or see. My boyfriend had to come in and request the refund which was then granted. They have poor poor people skills. Will not be spending a dime here, nor will any of my...