Lenny & John's Pizza — Restaurant in New York

DO NOT ORDER FROM THIS PLACE. Three years later, and their customer service is still terrible. I ordered via Grubhub: spaghetti with garlic and olive oil ($11.50), added shrimp ($9.75), baked clams ($14), and two Cokes. After confirmation, I realized they use their own drivers—something you don’t see before ordering—so I called at 6:39pm and politely asked the driver to call me when arriving. Daniel, who answered, was kind and said okay.

Then at 6:52pm, I got a call from a woman saying shrimp is $2.50 each, and the $9.75 I paid would only get me 3 shrimp. If I wanted a full side, I’d need to pay $5 more—almost $15 total. I was confused because I’ve ordered this dish on DoorDash before without issue. I told her it made no sense and asked her to cancel the order. She said okay.

Ten minutes pass—no cancellation. I called again at 7:03pm, and she claimed I had to cancel it on Grubhub because “she couldn’t cancel it on their tablet” (which we all know is because restaurants get penalized for cancelling). She tried to get me to cancel so they wouldn’t be charged, even though as the customer, I can’t cancel after confirmation without a penalty. When I pushed back, she talked over me and eventually hung up on me.

I called again and spoke to Daniel, who remained calm, respectful, and professional even though I was clearly upset. He promised to get it sorted and did what his coworker should’ve done from the start: contacted Grubhub to cancel. GH eventually called me, and of course the woman tried to spin the situation like I just randomly wanted to cancel. I explained that they confirmed, then tried to upcharge me. The order was finally canceled at 7:22pm.

Daniel called me back to confirm and apologize—he was great and deserves a raise. But Taylor? The woman I spoke with? Rude, unprofessional, and shady. She has no business in customer service. Avoid this place if you value transparency, accountability, or...

This used to be one of my favorite places for pizza and Italian food. I have come here often with groups and sometimes with one other friend.They usually provide excellent service and good food, although their thicker pizza is not always consistently good. However I usually order a variety of dishes. Sometimes their TV is too loud but they lower it when I ask them to. The decor is simple not fancy. They will move tables to accommodate large groups and accept single individual payments in these groups. I also noticed their prices went up. But after what happened at my last visit I do not know if I will ever go back. I paid a forty percent tip and ordered a number of dishes with my friend. My my friend left. They cleared my table, while I was waiting for my ride. They asked me if I wanted anything else and I said sure another cup of coffee while I was waiting for my ride that was late. They actually charged me for it and that is after I spent a lot of money and had ordered coffee already. I protested but they still made me pay for this second cup of coffee. I told them they could take it out of the 40 percent tip I left. Yes I left 40 percent! But I ended up paying for it. While I was waiting for my ride, I did not prevent other customers from sitting down. And would have waited outside if the table was needed. After spending so much money there that day I was disgusted with the way they treated me and charging me for that second cup of coffee. I am not a difficult person when I eat out. Generally I am very easy going and nice to the staff, not a picky eater, or very demanding and I am a high tipper. I also have physical challenges so you think they would have been nicer to me. There are many pizza and Italian places that I can go to and I will be taking my large group elsewhere as well as not go with my friend(s) when I am not in a...

Called to get an update on my order as it was already turning into and 1 1/2 since I had ordered. As soon as the hostess picked up she begins snapping at me that my order was returned because they couldn't reach me, meanwhile my phone never rung nor did anyone knock on my door. She continues snapping that I placed my order at 6pm and it left their establishment at 6:45pm. I try telling her I placed my order a few minutes after 7pm as I'm looking at the online receipt. She keeps snapping that I didn't and that it was at 6pm and I had already called from a different number. At this point I am very confused as it's the first time I'm calling after placing my order about 1 1/2 hr ago. I finally interrupt her and ask her what order is she referring to and state my order and how I placed it through their website and she finally claims down and attempts to apologize for the confusion and let's me know my order is about 10 mins away.

I'm just shocked on how the conversation began with her immediately snapping at me, accusing me of calling from a different phone number and insisting that I'm whoever this person is that placed an order at 6pm while I'm trying to tell her the whole while that it's my 1st time calling, that I placed my order at 7 and just going back and forth. Leaving me beyond confused in the end. I mean it could've all been avoided if she had just asked me "how can I help you", you know the normal customer service question to find out info from a customer calling into your establishment. Imagine if I was calling to place an order and this is how she started off, they definitely would've lost a sale. Next time let the customer tell you what they are looking for before you start snapping away about something that they have no...