Cassano's The Pizza King — Restaurant in Moraine

I ordered a pizza, but got a story to go with it!

I placed an order for a pizza and an order of fried ravioli, online, to be delivered. I live in Centerville, but for some reason, neither the Centerville or Miamisburg locations were within my delivery zone; I instead had to order from the Moraine location, almost a mile further. After placing my order, a confirmation email was sent to me and said to allow up to 60 minutes. Time goes by, and 80 minutes later, I decide to call in for an update (it is not late at this point, about 2245, and they close at 2400). The gentleman I spoke with said the driver had only left a few minutes ago, and wanted to place me on hold so that he may get permission to solve the issue via his manager. I was offered a $5 account credit, to be tied to my phone number. A few minutes later, I get a call from the delivery driver; she was having trouble finding my apartment, so I guided her fairly well and for almost 5 minutes on the phone. She clearly didn't have much motivation, and didn't seem to want to get out of her car to complete the delivery; when I detected this, I offered to come outside and meet her, where I found her sitting in her car right in front of my common door. She didn't even leave the car to complete the delivery. She then opened the bag and began explaining to me that, given a bunch of reasons, such as her originally not supposed to be working that night or that nobody checked my order before sending it, my ravioli was missing. She then pretty much reasoned with me that it would take too much time for her to go and get the item and come back with it, so she offered to call in and have it voided for me. I accepted, as I didn't want to deal with the company any longer. However, as I walked back inside, I decided the call the call center myself to verify this would get done. I was greeted with, "Cassano's, we're closed." immediately after the call was answered. I explained the situation and was told that it would be no problem to refund the item back to my card, and I was thanking the woman with whom I spoke, she hung up on me mid-sentence. When all was thought to be over, I got a call from the same driver just minutes later. She then explained to me that, because I placed my order online, that I could not get a direct refund, but that they would instead give me an equal credit distributed to my account, even though this is the complete opposite of what I was just told by the same call center with the same information. To top it all off, the pizza was very cold, and was clearly sitting out somewhere while either forgotten or any other reason.

To wrap it all up: although many mistakes were made and decent remedies were given (store credit), the product was still bad and the service felt like I was dealing with an actual family selling pizza out of their house, and not a full, franchised business. This was one of the weirdest experiences I've ever had with a business, and it doesn't feel right to return to this business or chain again. If I were to change my mind and call in to discover that I do have ~$10 in store credit tied to my account after all, I would raise the review slightly; at this point, I wouldn't trust anyone's word that works here enough to think that I was truly retroactively...

I hadn’t been to Cassanos for awhile because they put too much salt on their pizzas. So I tried them again for the last time. I called the call center and ordered 1 large super deluxe with no salt at all, 1 large 1/2 pepperoni 1/2 cheese with no salt at all and cheesy garlic bread for $50. Too expensive for the very poor quality of food. The pizzas were horrible, the deluxe was still salty and the 1/2 and 1/2 was overcooked, dry and hard to chew. I called the call center to make my complaint and the operator got mad at me and hung up on me. I called back again and a different operator was rude, nasty, loud and disrespectful because I told her that I didn’t want a replacement because all of my food was horrible, not just one thing but everything. She told me that she was going to transfer me to the general manager. When she got back to the phone she said I had to leave a message. I left him a message and I’m waiting for him to call me back. I grew up in Dayton and Cassanos was one of the best pizza places around but not anymore. I’ll just go back to the pizza places that have good quality food and service. And I have paid more than 42 dollars for the same order at the other pizza places. So sad and disappointed...

I usually like this location as it has a drive-thru and I sometimes have mobility issues. Ordered a pizza through the app. Given a pickup time of 5:42. Got there exactly on time and was told it would be a couple more minutes. No problem, I understand what an estimate is. I asked if I should pull up since there was a car behind me. Was told to just circle around again. Did so. That car was then parked at the drive-thru for 8 minutes waiting on their own food. Ok. . .irritating that my courtesy wasn't returned, but in no way Casanos fault. THEN, when I pull up to window again and ring the buzzer, I get a yelled "be there in a sec!" 6 more minutes and 2 customers waited on at the register later, she hands me my pizza without a word. The main reason for the low service rating is because, when I asked if it was even still warm, she blamed me for the lengthy wait for getting my pizza well done. Like I hadn't checked that off in the app and it wasn't factored in the pickup time. Not even a "sorry about your wait." Very disappointing and I regret paying (and tipping ) for the pizza before it...