Brother's Pizza — Restaurant in Nevada

Very disappointed and I'm out $30. I ordered directly from the Brother's website, instead of calling and placing an order. Once order was placed, I received a confirmation email from something called "slice" (later it was discovered that this is a company similar to UberEats or GrubHub). Didn't think anything of it. This was clearly an approved provider contracted by brothers...since it was direct from their own website.

My order arrived 30 minutes beyond the "latest" arrival time (which was a total of 90 minutes from the time I placed it). During this period I called brothers and asked them what was going on. They said there was an issue with the delivery driver but somebody left 10 minutes ago to bring it to me.

At that moment, I questioned them about their confidence in the food quality, considering it had been sitting there for 30 minutes. The gentleman on the phone assured me that it would be fine since it was in a spot that was heated while it waited. Hmmm.

The food arrives. Instantly I see the ranch dressing is now warm, because it's been sitting next to the food for quite some time; pizza is room temperature, and my order of (cold) fries had excessive condensation built on top of the clear container, that they were now soggy limp potatoes.

Immediately I called brother's back and explained my disappointment. The gentleman on the phone remained calm but he told me that he could not help me because it was really the delivery driver's fault. I explained that I ordered directly from their website, which means they are in alliance with their 'choosen' delivery team. I explained that my dissatisfaction with the food would be a direct reflection of them and asked who I should report this to.

The individual on the phone had a tough time explaining it...but it's my understanding that they're using a third party service called "Slice" for online orders, but if you call directly then their own driver will run it out to you.

Regardless of who is responsible, dearest Brothers Pizza, here is what I know:

You allowed me to order directly from your website.

You, or your contractor, were extremely late.

The food was absolutely awful and you offered me no refund nor solution.

I suggest you reevaluate your alliance and...

UPDATE: She called me back with the biggest attitude. She said that the money was refunded by her boss and before I could even finish saying thank you she hung up on me. I don't understand where the ugly attitude came from because not once was I rude/mean/raised my voice to her. She has a nasty attitude and needs to be retrained and should not be in a customer service position.

Christina (If that's even her name) needs to be retrained ASAP. I placed an order at 8pm on Halloween night and called 3 times due to no pizza arriving. The first time I called at 8:57 she said that the food is ready and they're waiting on a driver so l said okay and waited another 20 minutes. (I ordered on Brothers pizza's website and they don't tell you it's delivered through Uber until you've already checked out). The 2nd time was at 9:15. She was very rude and said she can't do anything about it and she'll call uber and call me back (surprise, no call back). I work in customer service so at no point was I being rude or defensive bc I understand busy nights. The last time I called was at 9:35 because I never received a call back and received an email that the pizza would be delivered at 10pm(original delivery time 8:50). This time she didn't even say hello, she immediately answered and said "Uber will be here in 5 minutes." At this point I was fed up and asked if I could just get a refund. She said no because it's through uber eats. I told her no l ordered through the website she said "oh then I can cancel the order and give you a credit but that's all." and when I tried to ask again for a refund she cut me off, raised her voice and said very rudely that she can't refund me. I told her that she needed to stop being rude and standoffish especially because I am being very professional and kind. She yelled "I AM NOT BEING RUDE. FINE ILL CALL MY BOSS AND HAVE HIM REFUND IT." And didn't even let me finish speaking before hanging up....

I'm vegetarian, so I called BEFORE I place the order to determine whether or not the lasagna is a cheese lasagna or if includes the usual "beef". The woman says it's a marinara sauce and that "meat sauce is $2.50 extra". I call back after I determine what the other person wants and place my order: 1 Cheese lasagna with marinara sauce & 1 fettuccini alfredo with grilled chicken.

My order is delivered well over an hour later and the lasagna has "meat sauce". I call and speak with the same woman I placed the order with she says "Umm, I don't know how that could have happened" and then I am placed on hold. She comes back on the line to say that she just spoke with the cook and that he says he used marinara sauce. -Why TF would I call you to complain if my order was correct & I was enjoying my lasagna. A reputable restaurant would have apologized for my inconvenience and corrected its error as soon as possible. The woman made no attempt at correcting or even refunding my order, she only barked about how the manager was not there (Why do you need a manager to correct mistakes?).

The grilled chicken fettuccini alfredo was mediocre and the chicken was definitely NOT grilled and seemed to be pressed meat. The portion size for both the lasagna and the chicken alfredo was far too small for $15.99.

There are really are no great, small Italian restaurants in Las Vegas and you certainly cannot expect it to be delivered to your home. With food and practices like what I described, I don't think Brothers will be in business long. They must be struggling because they've about 4 on my door. This order was my first and my last. I will stick with Brio for all my Italian cravings. Also, poor quality is what I get for not researching BROTHERS ITALIAN BISTRO. It's littered with...