Vita Bella Pizza — Restaurant in Plainfield

I'm only writing this review with an UPDATE for the CORRECT location because though I was told to email for assistance with my issue, no one has gotten back to me and it's been over a month since my original email that was sent to BOTH locations. Rafael asked for my number after a few emails yet has not called. I emailed asking if someone could call multiple times, and no response. Attached are screenshots of our email exchange to BOTH locations, along with previous review. I don't know who the owner is but can someone get back to me or acknowledge me? I hate repeating myself but I've been a customer for years. This is beyond disappointing. All I wanted was a pizza that was fully cooked. Thanks. - B

Original Review meant for THIS location.

My husband and I have been loyal customers of Vita Bella for years, but I was very disappointed with my most recent order. The pizza we received was undercooked and the dough was still white when we received it. It was very cold too. I attached photos show how poorly it was prepared compared to the pizza we got back in March.

On Sunday, when I called about the issue, the front desk told me that their manager was unavailable. She said she texted him and said that he told her that there was nothing they could do about the undercooked pizza and to contact Uber Eats for a refund. Unfortunately, I never received one from Uber Eats, they said to just contact Vita Bella since they were the ones that prepared the undercooked food.

And so I did. On Monday I spoke with the assistant manager Debbie, she was very kind, understanding and compassionate, but the situation was not resolved and out of her grasp. She said when this happens typically make a new pizza to their customers. All I wanted was a new pizza and we were willing to send the undercooked pizza back. I don't want a refund, I just want my food I'm used to. I told this to Debbie and the front desk worker. I understand they are not in control of these decisions. Debbie was also so kind and made us feel very welcome to stop back into Vita bella and she would be there. Please promote her. It's been since Sunday and no resolution. It’s very frustrating to experience this level of service after years of being a loyal customer. I truly hope Vita Bella can address this issue so that others don’t have the same disappointing experience. We love your food! I hate leaving this review but am unsure how else to address my point. Can someone please make this right? I would hate to issue a chargeback with my CC company. Mistakes happen, we don't want a refund, just a new pizza. I don't know why the manager won't just acknowledge that we want a new pizza for the undercooked one we received.

I want to add that I sent an email and never received a reply. The email was sent on August 27th to...

Well, this particular time my husband also decided to order from Vitta Bella along with me and my own order. In that instance I decided to give Vita Bella another chance a few days ago, only because my husband wanted it. I had particularly vowed to never order from Vita Bella ever ahain, after the fiasco I'd encountered the very last time I'd ordered. With my food being left outside on my front porch in the Pouring Rain, Wind, and Storm.

Upon ordering on Wednesday, March 16,2021 for my new order, the problem was with the food preparation, particularly of my Pizza Calzone. First of all my Calzone with burnt almost to a blackened crisp both on the bottom of it, and in sone sptty places up on top of it were also burnt! Guess the person was trying to multi- task too many things and lost the handle on the oven times.

Also, the entire Calzone was poorly stuffed or the preparer over rolled the dough because the calzone had huge open, empty and unfilles areas or pockets which were not filled at all, and were completely empty. Which is kinda weird and not understandable because there were plenty of extra ingredients which were ordered to fill the dough up with. Such as cheese, Italian Sausage, Green Peppers, and Tamato Sauce. My Calzonne was still HALF EMPTY /BURNT on the top and bottom, with lots of open air, unfilled areas throughout it.

My spouse ordered the Mostacolli Forno or something like that. He seemed to enjoy and liked his dish. Reason, I provided 2 stars this time, instead of 1.

Latest order of Saturday, October 16,2021 was only for a 10-inch thin pizza, which for some strange reason, tasted as if were almost completely full of HEAVY SALT, I don't exactly know if the salt was coming from the pizza/tomato sauce or from the sausage, but it was almost inedible, too salty! After about 3 to four purchases from Vita Bella over the last two years with them all being not so good, I think I should just stay away from Vita Bella...

Their pizza actually does taste great, but if you're eating it with your eyes open you'll quickly see all the grease laying on top. Lift up a piece and if you're not using a plate, you'll be wearing the grease too, as it just drips right off. If they could get this grease issue under control, they'd get more stars from me. Also, the one time I did order, I had ordered online. I thought I had ordered an XL Sausage Pizza, but when I looked back afterward I did see the little print with it listed a whole list of other ingredients that were also on the pizza. After it arrived, we quickly realized this is not what I had thought I had ordered, and I called, explained to them that I thought I had ordered plain sausage, and that's not what I got. I had guests over, and if everyone had liked mushrooms, I would have just kept it, but two people didn't...so I called, explained that I thought I ordered sausage. They told me that they would bring out a sausage pizza and wanted me to not eat the one they brought out because they were going to take it back. Definitely very poor customer service with that. Three out of the five people would have eaten mushrooms, and for my inconvenience they should have told us to keep it. So no, we had to wait another hour before my correct order arrived...and returned the cold wrong pizza back to the driver which I'm sure was just thrown away. I would definitely give them another chance, though, if they improved their grease problem...it was a bit embarrassing when the correct pizza arrived, everyone starving, that it was dripping...