Pizza Roma — Restaurant in Philadelphia

I have been supporting this business for years, before the fire. The staff was friendly and welcoming, the food and prices were great! Things were much different this evening, I purchased a family special, one large pizza + (1/2 cheese half pepperoni). I got home and opened the pizza, it looked like WTH!! ( I wouldn't feed this to my dog, let alone my family and kids) I'm not sure what went wrong with the pizza but the cheese was not melted properly, separating and so much sauce it was a mess! I called the store and asked to speak to a manager, a guys named JIM was put on the phone. I explained the situation and received the most rude, nonchalant, ignorant response possible! " I don't care, since COVID hit I am doing all I can do!,.. he went on to say " do you want a refund or another pizza!?, "I make 200 pizzas a day!" on and on like he had a problem... I know everyone has their days but damn, not to mention I had my two young kids with me! Furthermore, it doesn't matter how many pizzas you prepare a day, that is the career you chose and you should always strive to be the best at what you do. We are paying customers who deserve to have good quality food. I have had a career in the food industry for over 20 years and couldn't imagine talking to a customer the way Jim did. Also, making customers food behind the line and eating pizza with dirty hands while doing so is not alright... I will NEVER purchase another thing from this...

My daughter who has autism called for the first time anywhere but she chose this pizzeria because she enjoys their pizza. She called not sure what to expect. The girl taking orders was rude to my husband too over the phone last week but we flagged it, gave her the benefit of the doubt because I understand retail/customer service. They couldn’t hear my daughter so she spoke up a little. They asked her for her phone number but she took too long to answer because she has a stutter in her speech that causes her to speak a little slow. She tried to call again and they hung up on her. So, she comes to me and ask for my help to call them. So I call, they pick up, said something that made no sense and hung up on me. I call again, and again they pick up, I hear female voices then they hung up on me. Then my husband calls for us and they took the order just fine. Why? My phone number starts off like my daughter’s, so I wonder if they just kept hanging up on us on-purpose? They should give a person a bit more time to speak. Not everyone is fast, it’s not her fault you are upset and you shouldn’t keep hanging up the phone on customers like that. That is not how you problem solve or de-escalate the situation with customers. I would never hire people who who treat my customers like this and hurt...

I'm a long time patron of Pizza Roma and have always enjoyed their dishes, especially the pizzas. But after the excellent customer service they recently displayed, I knew I had to write a review. I placed an order yesterday, but there ended up being a slight error when I received it. I ordered a 14" pie, but ended up receiving a 12" one while still getting charged for the 14". I wasn't all that upset, as they pretty much never get my orders wrong, but I did want to at least be refunded the difference between the two sizes. When I called them about it to let them know of the error, they were very calm and understanding, which I very much appreciated, especially after an unpleasant experience I had with a different establishment just recently. Not only that, but they ended up refunding me for the entire pie. But then just today, they sent me the original size I had ordered last night, completely unprompted and free of charge, truly going above and beyond with the excellent customer service. I've always enjoyed their service, but knowing that they value their customer's satisfaction to this degree, they can bet that I'll keep on...