Rosati's Pizza — Restaurant in Madison

I had a really bad experience here. I understand that mistakes happen and I am very patient and understanding but I feel in this case that the business did not make any effort to make it right.

Initially I ordered pickup and I had to wait a while at the restaurant before it was ready, but that’s no big deal. When I got home I found that they gave me the wrong pizza. If it was anything else I would have said oh well and eaten it anyway, but it had a topping I can’t eat. My wife called to have them redo the order. Someone answered the phone, we explained what happened, and then we were put on hold. For 10 minutes. Maybe they forgot, we figured, so we called again. Different person answered, we explained what happened, and we were put on hold again. For 15 minutes. The third time we called and got put on hold I decided to cut our losses and go back to the restaurant. I’d have to wait there the whole time they prepared the pizza, but trying to call them had already taken several times over the time it would’ve taken to just go back. So I went to the restaurant again, showed them the pizza and the receipt, and they redid the order, taking nearly an hour. From ordering pizza to actually receiving it was over two hours of waiting and frustration.

I honestly would have forgiven them completely if they made some sort of gesture showing that they value my time or my business. Refund my order or even give me a 10% off coupon for my next order, anything! They were barely apologetic.

Also, when I went back to the restaurant, no one was using the phone and it wasn’t ringing off the hook or anything. I told them about being put on hold over and over and they just said they didn’t know...

Their customer service is dismal. I placed an order online this evening around 4:50pm. My ordered arrived in about 40 min which was great, but half of my order was wrong. So I called to let them know on the mistake of the order. And I was told that the driver was going to come back with my correct order (I was not told how long it would take) 30 min later I am still waiting for my order, so I called back a second time to get a feel for how much longer it would take. They told me it would take a few minutes. 15 minutes later nobody had showed up. So I called back to get half of my order refunded because at this point we were done having dinner. (Keep reading, it gets worse) I had to call back 5 times in a row, for 30 minutes because nobody would get on the phone. I was on was put on hold and hanged up multiple times. And when I finally got someone on the phone they told me that “the manager was busy and could not come to the phone and he was the only one who could issue my partial refund” I requested from the rude girl on the phone to not put me on hold anymore that someone responsible for this business needed to get on the phone. When the manager got on the phone he was rude and disrespectful and when I requested my refund he said that if he refunded me I would not be allowed to place more orders with them. Good riddance if that is the kind of people preparing my food, I rather take my business elsewhere, to responsible, fair, that can provide...

So we wanted to try Rosatis and got it delivered. It took an hour to make the fettuccine alfredo, three cheese baked penne, as well as bread cheese sticks. The bread sticks got tough really quickly but they were just okay. The marinara is solid. The baked penne was okay but it tasted like it was missing salt? The alfredo was bizarre. I've never tried SWEET alfredo. Completely lacked any saltiness. Imagine it as a sweet cream noodle with okay chicken. Everything we tried was SWEET. This makes sense for whatever contained tomatoes (they're acidic≠needs a little sugar), but the alfredo??!!! Super gross. Disappointed since the reviews were so high on that dish. They need to add less sugar to everything. The flat piece of bread that comes with the pasta dishes tasted like they haven't cleaned whatever they grilled it on. Like old oil or they used vegetable oil spread. Did not taste like real butter. I gave it 2 stars since they do give you a lot of food, you can tell they took time to make it themselves- but its just not a good execution of flavors and its on the expensive side. Super disappointed and probably wouldn't try them again. If you like your food sweet you'll love...