Rosati's Pizza — Restaurant in Phoenix

Please read everything below. It is quite verbose.

Hello,

My name is Greg Swartz. I am writing you to express my dis-satisfation of the pizza we received, the jalapeno poppers we received, and the customer service we received.

I live in Colorado Springs, but am visiting my Father and my Uncle in Ahwatukee (Phoenix), Arizona.

I decided to pay for lunch today, and was going to purchase a Papa Murphy's Chicago Style, but didn't have the time to go and retrieve the pizza.

Since we were at my Uncle's place in Ahwatukee, I asked him about Rosati's. He stated that he had enjoyed a number of pizzas from your establishment.

So, I called. It turns out, I was a little early, and would have to wait about 1 hour and 15 minutes to receive the pizza. I knew it was early, and I was able to work with that.

I ordered the Monster pizza in the Jumbo 18" size. And I also placed 2 orders of Jalapeno Poppers. I was surprised that the total was over $40... but I figured that for a good meal, I would just shut up and enjoy.

11:45 came, and the delivery driver showed up. About 15 minutes late... but ok... no worries... I paid cash and gave the driver a tip.

We went inside and opened up the pizza and poppers. The first thing I noticed was that the entire crust around the pizza was burned. Black. Charcoal.

Immediately, I called the store and spoke with the person whom I placed the order with. I asked him if his pizza's have a habit of having burned crust. He insured me they did have a habit of being burned, and that I would like it. (At the same time, my uncle is telling me that none of his pizzas had been burned.) We get off the phone.

I actually try the pizza crust, and do not like the burned, carbon crust.

I try the other side of the slice, which is in rectangles, not the normal slices, and I am not impressed with that part either.

I try one of the poppers, and it is OK at best.

My father remarks how the pizza is OK, not good, but OK, and how he does not like the poppers.

My uncle is picking at his food, and notes that this is not like the other pizzas he has ordered from them.

Again, I called, again, I spoke with the same person... I informed him that I was NOT happy with the pizza. He stated that he has never had a complaint before. I explain to him how I am not happy with the pizza and then th poppers. I stop a few sentences in and realize that there was total silence on the other end. I had been hung up on.

Immediately I call back again... he answered differently this time. I accused him of hanging up on me. He did not deny it. I told him I was going to leave negative reviews. He told me to go ahead and do so, and that I would not be the first, and I will not be the last... and he hung up on me again.

I don't know the name of the guy. It was the same person every time I called.

I own a business in Colorado Springs, and I understand customer service exceedingly well. In fact, my business is listed as Best of the Springs.

So, when someone hangs up on me, not once, but twice, I would like to know what the management is going to do.

I am actively seeking a resolution to this.

PLEASE CONTACT ME REGARDING...

Update: 12/17/2022 ~ Returned to give this location another try. My apologies for taking so long after speaking with Howard C. back in August. My coworker is very pleased with how his pizza turned out; as am I with my order. His was the bigger concern as the toppings almost rivaled your Monster pie. They were cooked to our liking, and were delicious. I appreciate the attention paid to the request of cooking them well. No soggy crust or doughy taste. And the service is better than my last experience. I’m pleased to see improvements since this location has been under new ownership/management. In the future I’ll consider ordering from this store. Thank you for the improved service, and food.

August: I called at 6:11pm to order 2x large pizzas. One sausage & pepperoni cooked well; and the other sausage, onion, and peppers cooked well. The weather was inclement with flash flood warnings; so I wasn’t sure about my drive time, and asked for the pizza to be ready by 6:40… this after Keisha was going to say “ready in 20 minutes” meaning the pizza would be sitting around waiting for pickup at 6:30. I arrived early at 6:35 and paid for my order. Keisha said it would be 6 more minutes. Ok, fine. More than 15 minutes later my pizzas came up to the counter. The one pizza I can see had sausage, onion, and peppers; and wasn’t cooked well. The other pizza I could barely make out the pepperoni, and was cooked slightly longer; but not well. I pointed this out, and the only excuse to offer was that they’re short staffed. He also offered to cook it longer, but the pizzas were already cut; and I was running late for work. If you can’t get it right, and make amends for your failing to fill an order as given, you won’t be seeing my business again. The Rosati’s on Thomas is the best of the franchises in the area. Ahwatukee joins the pizzeria on Baseline as having...

Update: Spoke to Matt, was given the comp I was promised and assurance that the staffing issues had been resolved. I've been ordering from this location for 20 years. The food is top notch. If they can find quality staff, then I expect to be eating here another 20.

The manager Edwin, is going to put this place out of business. I placed a phone order last night and was told 20 min. Show up 25 min later and he says he can't find my order. I tell him x-large pizza with Italian beef and pepperoncini. He says it will be 4 more min. He helps the guy behind me then goes to check on my order. Comes back and says there was "a problem with my ticket", are remaking and will be done in 10 min. While I'm waiting Cassie comes to the counter and tells me Edwin gave my order to the guy behind me. Don't know how that happens right after I told him what my order was especially given Italian beef and pepperoncini can't be a common request. She offered to add a free pizza to my account for the trouble. I didn't leave with my pizza until 25 min after I walked in. The next day I call to redeem the free pizza. At first Edwin says he can't accommodate the request just for having a longer wait. When I inform him that Cassie told me what really happened last night, he agrees to do it. When the driver gets here he asks for the full price. I tell him the situation, and he gets Edwin on the phone. Edwin tells me they don't do free pizzas. In disbelief, I insist you just told me 20 min ago you would. He says he can put in a new order for free but not this one. I end up sending the driver away with the food and ordering Barro's. The driver apologizes and asks that I make a complaint to the owner Matt tomorrow. It looks like he's following up on these reviews, so Matt, Edwin...