Magura's on Desert inn — Restaurant in Nevada

I placed an online order for deliverey at 5:21 pm, at 5:57 pm it still had not been confirmed, so i reached out to cancel the order, so that I can figure out something else for dinner. I Was told by Maria, that there had not been an order placed by me. I explained I placed the order directly on their website, and was charged $65.70. I also explained that I had the order number, and could provide it. Maria says she doesn't have an order ubder my name, just by someone named Virgina. I asked well how should I go about getting my money back, Maria said I needed to reach out to the company that took the order. Which I again explained, the order was placed directly through the Maguras website. She again asked if it was through grub hub or a different site, i replied i'm not sure if you have been on your site, but it doesn't go through a different company when you order directly from your site. Then she said oh we just got the order, it is now 6:09 pm by this time. She asked if I would still like the order, i said no I would like to cancel the order and get my refund. She said it would be cancelled and I would be refunded. Its now 6:24 pm order still not cancelled I called back to ask for a manager, and was told there was no manager or supervisor there. She also informed that the redund takes 24 to 48 hours. Well, this is actually the 2nd time that this has happened with this company and the 1st time my refund came through as soon as they cancelled the order after they found it while we were on the phone. Being as ms. MARIA has not cancelled the order as asked no refund will be initiated. I recommend updating your website since some how you all seem not to receive orders that are placed directly on your website... and the excuse is that oh the internet was down, but some how you all receive online orders from grub hub and other deliver companies. Pls cancel my order and...

Subject: Feedback on Recent Experience

I wish to express my concerns regarding a recent experience with your restaurant, which I believe warrants attention. I placed an order with the expectation of receiving excellent service, particularly as I had requested that my order be delivered by 6 PM for a holiday dinner party with colleagues.

To my dismay, the order was delivered at 3 PM, leaving it to become cold, soggy, and inedible by the time my guests and I arrived at 6 PM. I had received a notification indicating that my order was being prepared, and I promptly contacted the restaurant to request that the preparation be halted, as the delivery was not scheduled until later. Unfortunately, my concerns were met with indifference, and I was informed that my request could not be accommodated. This lack of respect for my instructions was disappointing and unacceptable.

While I might have been more understanding had I ordered from a national chain such as Domino’s or Pizza Hut, I had specifically chosen your establishment, which markets itself as a fine Italian restaurant. I anticipated a higher level of service commensurate with the premium I paid for quality food and service. Regrettably, the restaurant failed to provide a satisfactory resolution to the situation, offering no alternative other than to accept the order as it was delivered, ultimately resulting in the loss of my business.

It is important to note that my dissatisfaction extends beyond the monetary aspect; it pertains to the level of service for which I believed I was paying. This experience has regrettably caused embarrassment in front of my colleagues and has left a lasting negative impression.

Thank you for your attention to this...

We used to love this restaurant. It was our go to pizza place for delivery often but recently it has seriously took a big nose dive. The quality of the food has seriously suffered. Not just quality but being given insulting inedible burnt food and tiny portions. The quality and the way the food is cooked now has become inconsistent to say the least. This last order was the last straw for this loyal family of customers. We received EXTREMELY burnt on the outside calzone with cold only halfway cooked inside (you could smell the burntness through the box as the driver handed it to me), undercooked portion of lasagna that was very cold in the middle, undercooked jalapenos poppers with no dipping sauce (So undercooked they fall apart just trying to pick them up) and the marina sauce in the lasagna and side of Italian sausage (which was also barely luke warm and not cooked like their usual way) was nearly tasteless very lightly seasoned tomato sauce and almost no meat in the lasagna sauce. To burn something that bad and still pass it on to the customer in insulting and says they really don't care about their customer or their own food! Not even cheap fast food places like McDonald's would serve that garbage to their customers.

The previous order before that We paid extra for custom calzone and what we received was the smallest child sized calzones we had ever seen for $16 each with no sauce! Less than half their normal size. Be careful on getting delivery from them. They obviously couldn't care less about what they serve anymore. We are very disappointed in what has happened to this restaurant. We are even big tippers even though they are just a block...