Roma's Pizza & Pasta — Restaurant in Maryland

I used to order here all the time but the service has gotten so bad. Tonight was my final straw. I ordered a pizza and a soda via the Eat Street App. Received a confirmation and ETA two minutes afterwards. An hour and ten minutes pass... still no pizza (and for real... it doesn't take that long to make a pizza so at this point I'm expecting it to be cold).

I called the restaurant and was told that they remembered making it and receiving the order... but didn't know where it was. They would do some investigating and call me back right away. I never received a call. After ten minutes, I called the Eat Street customer service and got a refund. THEN the pizza arrived..... it took a total time of an hour and a half (I forgot to mention that I live within five minutes of Romas). When I told the delivery guy that I had canceled because of the wait, he started muttering and cursing under his breath as he walked away.... pizza in hand.

The restaurant called again... they wanted to know what my order was... huh? When I told him the story, all I got was a sorry. Papa Johns would have given me that pizza, free of charge.

Which brings me to the end of my story. Papa Johns got here in 20 minutes. And I won't be giving Romas my business again. Mistakes happen.... but customer service still needs to be on point.

UPDATE:

I ordered again. I suppose I'm a glutton for punishment. This time the food arrived in an hour... seems a little long for 1pm on a weekday but whatever. It was missing the drink. The delivery man was very apologetic and said he would got get it or send someone else right away. Fine.... 35 minutes it took to get that drink. I live 7 minutes from the establishments. The woman I talked to on the phone was quite UNapologetic and refused to give me the soda for free.

This time I am officially done. Do NOT order from this restaurant. So poorly run and you will not get what...

I used to order from these guys weekly. The food is /was good. However, for some reason they decided to hold my cheeseburger hostage for an hour because they needed to charge me $3 extra for French fries... They tried to claim GRUBHUB sets their prices and menu and I should just call them directly to avoid these situations- but it turns out they thought I got a cheeseburger sub instead of a cheeseburger (hence the price difference).

Of course, the lady on the phone refused to admit her mistake, even after she said it outloud. And then that's when the manager called me back to explain how it's grubhubs fault, and I should just not use that service.

If you're going to use a 3rd party, you better honor the order... And you might want to think about if it's worth cutting off your nose to spite your face over $3 off fries.

The worst part about this? Their french fries are garden variety freezer mushy garbage that are the absolute worst. You know, the generic wavy stuff you get at the grocery store. $3 probably buys a whole bag from their restaurant supply company.

The whole ordeal was really a master class in how to screw up. Good thing there arent about two dozen pizza places in the area, you really have the market cornered.... Oh wait

EDIT: If you want to look up the order its Order #31491038-9397357 on GrubHub. You'll notice it was canceled because I was told either pay 3 dollars or you wont send the order. I called GrubHub and got a refund.

This is the same location - I triple checked. Roma's Pizza, Subs & Pasta 5325...

Ths was my first time ordering from them received a menu and thought this menu looks good. Placed my order online which is very convenient, it took over an hour but considering it was lunch hour so ok, but then I get a call from another office building saying that my food was delivered to them. Called Roma and was like my food was delivered to the wrong address, the girl called the driver and the driver said he delivered to the receptionist, well I'm the only receptionist in the office I told her. I asked what was she going to do and she said there was nothing she could do, didn't even offer a refund until I said I wanted a refund. She kept saying the driver said he delivered the food and I kept telling her that the driver delivered to the wrong address, she believed the driver who in fact was wrong. My co-worker also called because she also placed an order, while speaking with the girl at Roma's the girl said she didn't have all day to talk to her and then hung up. When we called back to speak with a manager was put on hold and never spoke to manager, hung up after about 10 minutes on hold. Very RUDE & UNPERFESSIONAL! WILL NEVER ORDER FROM THERE AGAIN!!! MENU IS IN THE TRASH...