Mamma Roma — Restaurant in Maryland

So, I loved this restaurant initially, and I ordered pizza from here exclusively. I have had issues with ordering from the website before, but I was always helped when I called. I was once told that when I ordered pizza, the receipt would not show the details. Got it.

Today I ordered 4 personal pizza, and customized 3. The prices reflected each pizza when I added them to my cart. I checked out, paying little attention to the total - totally my fault! Something I have no problem acknowledging... my issue is that I did not realize that, and I was berated for it.

I called the store to share that I had ordered custom pizzas and received 4 cheese pizzas. The person who answered said, wait, let me get someone who can HELP you... great! I just needed to understand if I'd done something wrong or if it was a mistake, and how we can fix the situation.

Bruno came to the phone, and I explained that I ordered 4 pizzas, and I customized them on the website, but I got 4 cheese pizzas. Bruno said to me in a rude and condescending tone: we show 4 cheeses, you got what you ordered, I don't know what to tell you, I can't help you. I said, oh, ok, but I customized them, and he cut me off saying I got what I ordered and to check the price I paid. I was shocked. He is the manager, and his customer service skills are I don't know what to tell you and I can't help you. He also said it was obviously on me, and I did it wrong because I got what I paid for, and the site was fine.

Wow. Ok. We hung up and I was so disappointed, so I called back and requested a manager to speak with about the experience I'd just had. Bruno again. I shared that I felt his tone was rude and his service skills disappointed me, and he went off.

He cut me off, and shared that this was my issue, not his. He mentioned SEVERAL times he had a line out the door and did not have time to deal with me. He did not offer to call me back or discuss it when he had time to - he made it clear he could care less about repairing the relationship with a loyal customer

I shared that I understood that I made a mistake, but he offered no solution and was rude. He did not ask if I wanted to re-order as I paid for 4 cheese pizzas, and they wouldn't be able to give me 4 free pizzas (which I was NOT asking for). When I mentioned I felt he was rude and could have remedied the situation, he said offering solutions was not his job (it IS, he is the MANAGER, customer service IS his job), and he was not rude (he was... as a customer service professional, how he is perceived matters more than if he thinks he is right or not), he was practical and provided me a rational response (in a rude manner, which would not be received well by anyone), and if I wanted to reorder I should have told him that (lack of professionalism).

Further, he ARGUED me down, cut me off several times, and insinuated I did not understand how to use the website. Ok... so when I offered to come up and show him how I ordered my food and what happened on my end, and he said he did not have time for that and it wouldn't change anything - offering (as the customer) to show him that there may be an issue with the site, and that when I ordered it appeared to be correct on my end was apparently beneath his time.

He was rude, disrespectful, and he has no customer service skills. I am so disappointed because I loved their pizza and would only order from there - I have referred them to everyone and every time we have out of town guest, I insist we order from there.

I have never been so disappointed in the way I was treated by a food service...

READ THE REVIEWS AND TAKE THE WARNING! THEY CANNOT TAKE CRITICSM FROM CUSTOMERS AND IT SHOWS IN THEIR REVIEW RESPONSES!

Read the one star reviews and take heed! Also read how the business responds to said reviews! Embarrassing! This will be the type of place you are giving your money to.

Terrible! They have gone down hill in the past year! I have eaten here before in the previous years and liked it. (Only twice) I was having a graduation event and ordered catering. We picked it up and upon returning home saw that there were a good amount of eggplants however they looked terrible!

The display was terrible. There was little to no pasta. Each person at the event would have been able to get 5 pieces of bowtie pasta. Which brings me to my next issue. They gave BOWTIE. The menu says PENNE. It looked like children’s food. There was little to no sauce. We called about the order and they were rude. They agreed that if we brought in the food before closing, we would receive a refund. We left the graduation event in the middle of the party to return the food for the refund. When we reached the restaurant, the manager or whoever had an attitude and was wayyy too prideful. He asked what was wrong with it and we voiced our concerns. He then started shouting that we picked it up late (which we did and take accountability for but whether we picked it up late or not, it still would have been two pieces of pasta, terrible looking eggplants, no sauce, AND THE WRONG PASTA). He went on to show us the receipts on the wall saying they receive many catering orders….okay? You can make pasta 50 times and mess it up one time so I really don’t understand. All we wanted was extra sauce and the CORRECT pasta and we would have been fine. We would have not complained about the other stuff and just accepted it. He refused to give us our refund after instructing us to drive over there FOR THE REFUND. And lastly, When we were finally receiving our refund (due to intervention from another employee) the other employee attempted to snatch the card out of my hands 3-4 times until I yelled at her to stop snatching. A grown woman behaved like this.

Im sure they get plenty of customers and as I’ve said, I once liked to order from them whenever I’m in town, but NEVERRRRRR again. They need to get rid of that catering manager/manager or whatever. No apologies, no accountability, NOTHING.

READ THE REVIEWS AND TAKE THE WARNING! THEY CANNOT TAKE CRITICSM FROM CUSTOMERS AND IT SHOWS IN THEIR...

UPDATE:

DO NOT EAT HERE! READ THE REVIEWS AND THEIR RESPONSES! IF SOMETHING IS WRONG, IT IS THE CUSTOMER’S FAULT!

Want nasty food that matches nasty service with some assault on the side? Eat Mamma Roma’s!

Update of my previous post since they waited to respond 5 months late. Probably waiting for my review to fall low enough to where they can respond and no one would see it because I said their responses are unprofessional.

This restaurant severely lacks accountability. I said we picked up late but of course,in your response, you did not address the fact that the pasta was still THE WRONG PASTA, still LOOKED TERRIBLE, still had NO SAUCE and that you were all RUDE.

We called voicing our concerns and you started arguing with me over the phone. You NEVER ONCE offered more sauce or more pasta or any type of remedial measures.

Moreover, in your response to my review, you state that it was all a tactic to get a refund when YOU are the one that said come to the store for a refund. I just wanted more sauce and the CORRECT pasta.

After leaving my event to come back for the refund that YOU suggested, you then started shouting at me in the store again claiming you have many catering customers and they are all satisfied. Your older female employee then tried to snatch things from my hands.

Lastly, how was I using a tactic to get my refund if I picked it up, drove 10 minutes to the event and called right away once I opened it and saw the WRONG ORDERRRR! You conveniently left that out of your response. It was WRONGGGGGGGGG

So to sum it up:

Wrong Pasta No sauce Called for sauce and the correct pasta YOU offered a refund instead if I brought back the “dish” Brought it back and YOU refused to then give me my refund Began shouting and arguing when all that should have happened was the exchange. The old female employee tried to snatch my card out of my hand...