Chanello's Pizza — Restaurant in Richmond

i emailed the address provided in the response to this review and have not received a response. since this time, i have had other bad experiences with customer service and food quality. it's disappointing how rude people can be after making mistakes. Instead of apologizing and offering to remedy the issue, they blame the customer. My pizza was cold and i didn't receive sauces that i paid for and nothing was done to make up for the money i spent on poor quality food and service.

[although this has been my go-to late night pizza spot since i moved to RVA in 2008, today i am very frustrated with the service at this location. Last night I ordered a 2-topping pizza, cheese bread, and a chicken caesar salad. When the food finally arrived, the salad did not come with chicken and the pizza only had one of the two toppings. they also did not provide a receipt with the delivery so that made it difficult to verify whether they took my order wrong (and i paid for what i got) or they filled the order incorrectly (and i paid for chicken and a pizza topping that i did not receive). i called last night when i realized the salad did not come with any chicken and the person i spoke with (the/a manager i believe) told me she would remove the chicken from my order. after i hung up with her, i realized that my pepperoni pineapple pizza only had pepperoni on it. So i called today to ensure that I was only paying for what i got. the associate that spoke with me was not helpful because he did not have permission to make changes to an order from the previous night.. which makes sense and i can't blame him for.. but he interrupted me when i was explaining the details of the issue for him to communicate to the manager. he hung up on me while i was trying to explain that the manager said she would remove the chicken from my ticket but was unaware of the missing pizza topping. that is why i am now leaving this crazy long review. I hope to adjust this review ASAP - once i get confirmation that i am not paying for items i didn't receive. The error was on their end so I hope they take ownership of this issue and make an effort to resolve this so that they can retain me as a...

Complete disaster of a late night business.

I mean there’s really no other place I’d rather stand around at besides a 45 square foot box at 2am with other people, but I made a phone order at 1:38am and didn’t receive my food until 2:30am. The order was wrong and I’m highly unsatisfied. I wanted a 12” philly cheese steak and what I got was a near empty sub roll with a strip of steakums. They gave me regular fries instead of the bacon cheese fries that I ordered with the sub. I can’t not believe I waited for an hour to receive a blank piece of paper for a meal.

Everytime my brain even considers this dumpster fire as an option for food late night I’m going to retrain my thought process to rule it out of my head permanently. I will never go back to this chanellos. Time and time again it never ceases to disappoint. I live too far away to return for a refund and I told myself “wait until you finish the food before you write a bad review and see if you’re still angry.” I can’t help how I feel and should have gone elsewhere for something so simple of an order. Food is supposed to sooth irritation not enhance a state...

Awful experience. 2 hours later and no delivery, and I was hung up on when I called.

This was my first time trying them out and I ordered delivery. The expected delivery time was max one hour which I thought was kind of long but I waited. I am also located very close to this location, so expected maybe 45 mins total. About 1hr20mins later, I called. No one picked up the first time, so I verified they were opened and called again. The guy was friendly and said the pizza was on its way out the door. 20 minutes passed (at this point its like 8pm) so I unfortunately called again. No answer the first time, called again and someone picked up just to hang up. After that, I gave up and ordered food from another place. About two hours after ordering from Chanellos, I finally get a text from the delivery guy saying he's on his way. After I suggest at this point it should be free, he agreed, only to never show up with my pizza. And his phone suddenly stopped working when I asked where the pizza was. Long story short, Chanello's sucks, Papa Johns...