The Plum Tomato — Restaurant in Marlborough

I had to revamp my review. As I said in my five star review last time the food is great and the staff is wonderful. I continued to be a patron at least once a week often twice sometimes three. Tonight we ordered a cheese pizza, and a tuna sub. The steak and cheese had peppers red and green peppers, try to just take that off, the pizza was unedible. it was cold it was dry it was disgusting. you couldn't swallow it. For the first time ever I called to complain. they said the peppers on the steak and cheese was our fault, they refused to give us a new pizza we offered to send pictures of what we had in front of us. They told us we could get a new one( pizza) but had go pick it up, we had already picked it up.$50 $50 for 2 subs and a cheese pizza. ** 20 minutes later we could get a new pizza but we'd have to bring the old one back. I was tempted to go out and pull it out of the dumpster where I had thrown it but I would never do that. I will never ever ever shop this place again I have been a loyal customer for over 4 years, and the other mistakes that have happened I've never ever called back. I can't explain, how horribly this was handled. a customer who's easily paid over $2,000 to this restaurant., couldn't get what cost them $3 to make, or even a credit for my next order. Absolutely go across the street to Post road Pizza make plum tomato look laughable, and their staff is always, willing to own any mistakes and make sure the customer comes first and that the customer is satisfied. I can't believe the cardboard box looks more appetizing then the cheese pizza inside it. No lie it looked like it's been sitting out since yesterday... I hope the dumpster animals don't get sick. I don't know if I'm more embarrassed for them, our heartbroken my most favorite place as I wrote in my two year ago is such a huge disappointment!! The staff is excellent. This is our favorite place...

Do NOT order from online. Maybe they're better with a call in, not sure, and not trying to find out. We placed online order (guessing we were the first ones since order number was 1) at 11a when they opened. We are just now eating it at 1:10pm. All we ordered was individual slices of cheese pizza, fries, and chicken salad wrap. Nothing too long to cook I'd assume, not sure, unless your preparing fresh food from a chicken farm out back. Food was cold after the two hours we waited to receive it. Not even eatable, after being starving waiting for food at work for two hours within a two mile radius. Mind blowing, not recommending to anyone in hospital or anyone I know to place order from here. Was excited to try new local place and was let down

UPDATE AFTER REPLY FROM OWNER: Prep time and delivery online must clearly be the issue, since food was not even "warm" but cold... From previous reviews and complaints on people's orders who took a long time also, looks like the running response or excuse is car trouble with drivers. We also called after an hour and a half (15 minutes after our "supposed" delivery time) to check on status, no one communicated any trouble or delay to us, just that drivers were out with orders the now. And still proceeded to wait an hour to then seeing 5 minutes before we received it at 1:10pm that our driver was now in a vicinity or red circle that was getting smaller and closer and that when he finally called us and he was here.

UPDATE X2: after owner commented here about “refunding our order” we were fully charged on this order !!! Never mind the food was cold and not worth a penny but they also clearly lie on their reviews to make it seem like they have customer service. When their service is poor all around . From the food to the “customer service” all lies and junk. Save yourself from ordering from here !!!!...

Ordered one small pizza and mozzarella sticks tonight with an estimated delivery time of 6:43-6:53. We love the food here but was HIGHLY disappointed with customer service this evening. It is currently 8:34 and our order is still not here. Contacted the restaurant starting at 7:15 just to check on the status of the order. I was immediately placed on hold and the call was quickly disconnected 5 times. On my 6th attempt, I was on hold for 27 minutes...enough time to drive to the restaurant while still on hold. When I walked in at approximately 8:00 there was one table occupied and two employees in the back. I was only acknowledged by the employee who had been standing outside in front and entered the restaurant shortly after myself. When she asked how I was, I told her not good and proceeded to tell her I was still on hold with the restaurant and our order was now 1 hour late. The employee explained to me they received too many orders to keep up with and had to stop taking orders. The food was put out for delivery so I would have to wait until it arrived at my house. *order just arrived 8:38. Would be nice if the restaurant would at least answer the phone and speak to the customers with pending orders and explain the situation rather than avoid the calls. It would have saved a trip to the restaurant and a lot of frustration. We enjoy the quality of the food and would have understood it was a busy night had someone bothered to take the...