Chanello's Pizza — Restaurant in Norfolk

We have usually had good food from here and I love the garlic knots. BUT IT IS NOT WORTH DEALING WITH THE PEOPLE WORKING HERE. I hate ordering online and getting it delivered because it always takes hours to deliver and it's only 5 minutes from my house, so I just drove the past two time

The first time about 3 days ago all I got was two orders of garlic knots and came in. They did not get my online order so i went to check my order history and then i couldnt find it so i was going to just reorder and pay. Well the guy that was helping decided to pick up the phone and was on the phone with a customer for over 10 minutes, the other two people in the store would turn and look at me but wouldnt help me at all and just walked around. Finally the guy on the phone asked the girl go help me and then she had no problem helping, like you shouldn't have to be asked to help a customer. Well then I was there for over an hour to get my garlic knots and finally the big boss came for some reason and he was annoyed and told them to give me them for free thankfully. Then I got then and they had barely any garlic on them at all. NOT IMPRESSED.

Second experience was today july 1st and I called this time to ensure my order did not get lost and I came in again not wanting to wait for delivery. I get here and they say oh we forgot to put your order in and fave no compensation for it nor did they seem to care or do anything to make up for the fact I came in 20 minutes after the call so I didnt have to wait. So now an hour later i still have not gotten my food, the place is dirty, employees are on their phone, eating in front of customers, and lounging around. There is about two people working here that actually seem to do a decent job and try to keep there sanity. Everyone else are not accommodating or have any care they are working in food and customer service. They are unprofessional and unkind.

I work in the food and customer service business and having pride in what you do and striving to maintain a level of respectability is important and this...

First review I have EVER given. If I have a problem with food being late, I deal with it. I’ve worked with the same restaurant chain for 20 years. So I get it! If my food comes wrong, same thing, I call the manager and get it rectified. Unfortunately I have nothing to say at all about our new late night pizza place named Chanello’s. Honestly, just nothing. The things that we have experienced are so bad I can’t go into detail. I only have the advice to check your food very well if you order here. Note for the future, check ANY place before ever going to an unknown location to you!!! Your usual Chanellos being AWESOME does not equate to them all being the same(even though that’s what a franchise promises) This includes customer service, quality of food, proper hygiene of staff(and I must include professional behavior of staff) at all times, and of course consistency. Having your order the same way every single time does not only benefit the food cost margin, but more importantly, consistency keeps customers coming back! We all know without the customers there would be no Chanello’s.

Note to owner(NOT manager): Please take this advice from someone who has been an employee for over 20 and kitchen manager for 12 years for the largest franchise in the U.S. . Swift and drastic measures need to be taken in your store! I do apologize if my review takes away from your business in any way, but I can guarantee you that if the necessary changes are made you will benefit ten fold in the long term! We both know if your manager is not fully committed to striving for your store to be the best in all aspects, well, then failure is imminent and absolute! Good luck I sure hope my advice is heard and considered. My husband and I sure would like our late night date nights on the couch with a movie back...

Ordered here last night, and it took almost 2 hours for my stuff to be delivered. I ordered the pizza at 8:51 pm, and received the confirmation that said it would be there at 9:36 pm. It was past 9:36, and I gave them some additional time to get it to me. Well, 10 pm came and I called just to get an update. Person over the phone put me on a brief hold, and then asked me what my address was. I gave it to them, and they said it would be there shortly. Nothing more, nothing less. I was asking for an update, but I took their word for it and hung up. My order (1 Large Meat Lover's Pizza, 1 order of Garlic Knots, and a 2-Liter Mountain Dew) didn't get to my location until 10:40ish. And, the crazy thing is, the driver called and asked me my address!! Like, aren't you supposed to find that out before you leave the store?! My food was lukewarm, and I really want to know what the hold up was. I really do feel like they forgot all about my order. Like, I called and they went "whoops", and told me some BS to make it seem like it was on it's way, but in reality it was going to be another 30+ minutes because they forgot. I'm used to Pizza Hut taking forever to deliver me my food, but not Chanello's.

Update: They left me a message to say how utterly sorry they were, and how they want to fix it, and then provided me with an email address where I could contact them. I emailed them, and a week has gone past, and still no word back. I just read some previous reviews, and they all experienced the same thing with being provided with an email address to contact, but receiving no word back. So, Chanello's Pizza is trash now, and I will be sticking with Domino's...