Bella Roma Pizza — Restaurant in Maryville

We arrived with our family for the first time at Bella Roma, 7:45. We weren’t greeted so we walked to the counter to order. The female manager said they weren’t taking anymore dine ins for the evening because it was too close to closing. That was fine. We didn’t see open hours posted at the door because they were on a tiny piece of paper taped to it.

We placed our order to go, and they seemed really irritated that we were there at all. No smile, nothing- just really rude and a lot of huffing and puffing and eye rolling. I asked for future reference what time they close- it’s was difficult to get a straight answer, but after multiple times mentioned, it seems they take to go orders til 8:30.

We wait…. About 10 minutes later one of the young girls tells me they are out of garlic knots and asked if I wanted ravioli bites. I asked if I could get bread sticks instead. That seemed to upset the female manager even more. I asked how we handle the price difference since bread sticks are cheaper. That seemed to be a big deal as well- I said they could just give me a few extra bread sticks but they didn’t want to do that and didn’t offer anything. So I basically had to demand to refund the difference.

Garlic knots I didn’t get are $5.99. Bread sticks are $4.99. The female manager insisted she didn’t owe me a refund because I get six bread sticks with an order and if I had gotten garlic knots it would have been five to an order. I realize at this point it’s just going to get worse trying to explain that has nothing to do with the price difference. I had two orders due a refund- she tries to give me $1.02 back. I didn’t even bother to ask how she figured the tax rate because one order should have been $1.10 refunded… and I had two orders. She tried to tell me in so many words that one plus one isn’t two. It’s not a lot of money, but between the attitude and her not giving me the true refund due, we asked to speak to the main manager. Nice guy, but he just didn’t care and shrugged his shoulders, said some people are tired and he was sorry. We won’t be back and won’t ever recommend this place. Also, no one making or cutting the pizza was wearing gloves.

To the owner- your staff needs to be held accountable for being friendly, we were ripped off, and your associates need to take a basic math test before working...

We ordered online two pizzas, a meatball sub and an order of fried ravioli. Order with tax was over $45. It was ordered between 2-2:30 and was set for pick up at 4:45pm to allow family members getting off work to have something relatively fresh. Order was paid for online thru a card. Order was accepted and a confirmation number given thru Beyond Menu. At 4 PM I receive a phone call from someone at Bella Roma wondering why I haven’t picked up my order and that it was ready. Puzzled we informed them the pick up was set for 4:45. The gentleman on the other end said Oh! Ok 4:45 is fine and he hung up. We arrived at Bella Roman at 4:43. After telling the young man behind the counter we were picking up our order he reached in a warming bag and grabbed our two pizzas and a brown bag which was stapled shut and sitting loose on a shelf. I asked if this was a fresh order or the same original order and was told fresh. Then the young man said that will be $45.16. I informed him I already paid online. He said no it’s still an open ticket and the total was $45.16. I again said no sir I paid online and I have a confirmation number. He looks at me and says “prove it”! At this point I’m about boiling. I start to pull the email up and show him the confirmation when another man comes running up and says he’s good. The young man looks at the ticket stapled to the bag and says oh wait yes down in the bottom it shows paid. With all the restraint I could muster I grabbed my order and left the store. Upon arriving home, which is only 10 mins from the restaurant we opened the food to discover everything was cold and clearly was the original order that had been sitting in warming bags for over two hours! Worst possible service and worst pizza and sub I have ever tasted. We ended throwing everything away and making a whole new dinner. I will never order from...

This is how my pizza was delivered.

Quantity is more important than quality with the manager at Bella Roma. About 20 seconds after receiving my delivery, I immediately called the store. I provided the attached picture to the manager and his stated " I will make another pizza and send it out to you with another driver." An hour and a half later I called the store and was told by the same manager " I could give you a credit or send a driver back with your money and leave it at the front desk." He also stated that the pizza was still edible. I explained to the manager that I was from.out of town and leaving at 4am. It was then understood that my refund was going to be delivered to me because "we are short on drivers." ( this did not make any sense to me) 2 hours later after not receiving a refund or food I drove to the location and asked to speak with the manager. It was not until then he stated he was going to deliver my refund later. He then asked if I wanted him to remake my.pizza or refund the money back. I kindly declined the offer for another pizza and asked him for my money back. It was more important to the manager to make as much money over correcting an issue that was out of the customers control. The issue was not important enough for him to correct...