Pick O Deli Cafeteria — Restaurant in Rome

Response to the Owner of PICK-O-DELI

First of all, how do you even know who I am? I never mentioned my full name, my order details, or anything specific enough for you to identify me—so how exactly do you claim to have watched a video of my order being processed? That alone raises serious doubts about the credibility of your response. Are you just assuming? Or is this a generic way to dismiss complaints without actually addressing them?

Now, let’s talk about the real issue here—your response is full of contradictions, deflections, and excuses instead of accountability.

The Order Discrepancy

• You claim I received sweet potatoes, but the issue was never just about that. The problem was being overcharged and receiving something I didn’t order.

• You also admit that the person picking up the food changed their mind about an item (soup to pasta salad). That alone suggests there was room for confusion and error. Instead of checking whether I was charged correctly, you went straight into defensive mode.

The Receipt Policy Hypocrisy

• Your restaurant asks customers if they want a receipt, implying that it’s optional.

• But when there’s an issue, suddenly, a receipt is mandatory? That’s illogical. Either receipts matter or they don’t. You can’t make it an optional courtesy and then weaponize it against customers when they need it.

• I had proof of my transaction on my phone. Why wasn’t that enough? You conveniently ignored this part of my complaint because it exposes the flaw in your policies.

Your Deflection on Racial Allegations

• I never accused your restaurant of racism. I simply acknowledged that allegations exist and that customers have raised concerns in the past.

• Instead of addressing whether customers feel they are treated fairly, you deflect by saying, “Ask any of the hundreds of employees that work for us.”

• That’s not an answer. That’s an attempt to shield yourself from criticism without actually engaging with the issue. The fact that you even brought this up suggests a guilty conscience.

The Employee Hanging Up • Nowhere in my review did I say I cursed or disrespected anyone. I was asking legitimate questions, yet I was dismissed and hung up on.

• Instead of training your employees to handle concerns professionally, your policy is to shut down conversations and silence dissatisfied customers. That’s not how real businesses operate.

Now, let’s be real.

This isn’t about me, and it’s not even just about my order. It’s about your entire approach to customer service. You don’t want feedback—you want silence. You don’t want to improve—you want to deflect. Instead of being honest and saying, “We could have handled this better,” you’re scrambling for excuses.

Here’s my advice:

• Take accountability. If a customer says they were overcharged, investigate instead of dismissing them.

• Fix your policies. Stop offering receipts as optional if they’re necessary for disputes.

• Train your employees. Customers aren’t the enemy. If a mistake happens, it’s better to correct it than to argue.

• Look in the mirror. You have an opportunity to improve. But that starts with honesty. Can you truly say you handled this situation the best way possible? If not, then change.

Because right now, the only thing your response has proven is that PICK-O-DELI isn’t what it used to be. And that’s a shame.

Do better.

Check photos for...

UPDATING MY UPDATES5/2/2023* Who says one person can't make a difference? P-O-D was on the upswing, but the loss of their manager Josh has made a visible difference in the service. He was everywhere at once, keeping the energy up, chatting with the customers, and most importantly, KEEPING THINGS MOVING! The food is still good, although except for a daily main entree, there's no change in the menu. But when you go to a cafeteria, you expect to get through it pretty quick. Not the case now. Servers are still pleasant (Julie!), but the line moves so s-l-o-w... So you think you'll just order to-go, and be on your way in a jiffy, right? Think again. Last night I waited (along with several others) 15+ minutes to pick up an order I had placed 10 minutes prior by phone. Clearly the two servers at the pick-up counter were busy! But the group of us waiting must have been invisible because we weren't even acknowledged while the servers ran back and forth to the line to fill orders. Being understaffed and busy is understandable; being ignored is not. A simple eye contact and "Sorry for the wait! I'll be right with you" can soothe (if not mollify) tired, hungry customers who just want to get their food and GO. (I think they must concentrate on Door dash, etc orders first, because I see those delivery employees come and go.) I can't afford delivery, so I just had to wait-and wait... I really don't like writing this update! I eat there fairly often (or used to). But I can see the difference. So if you have plenty of time, and don't mind the line crawling along, it's a good place for homestyle food. LATESTUPDATE** 1/31/2023 This place just keeps getting better when it comes to staff and service! The food has always been good, but the people, with their fearless leader Josh, have made a world of difference in making it a pleasant place to eat, there or to go! UPDATE 8/22/2022 With some excellent staff changes, Pick-O-Deli Riverside's service is MUCH IMPROVED! The staff is friendly and move the (cafeteria-style) line along without losing the personal touch. The food is still great and portions are now consistent. For homestyle, no-fuss food and atmosphere, it is one of the best values in Rome! (You can also place to-go orders and pick up at the window in the foyer and avoid the line) Senior 10% discounts on Tuesdays and Saturdays. ORIGINAL REVIEW ⬇️ A visit here can be a tossup. The food is always tasty, but the service is a crapshoot! Some of the servers are friendly and attentive, careful serving your portions. BUT some act like it's an imposition to serve your plate; sloppy, and stingy with the portions. Many times I have come home with my to-go meal to find the different foods all run together. Yuck! The chicken and dressing should better be called chicken and gravy, with very little chicken in it...unless it was your lucky day for a good server! If the homestyle food wasn't good and the location convenient, I'd take my chances elsewhere. It kind of like eating at your mom's and hoping she's in a...

The food is okay. But I truly believe these people are racist. I believe they don't enjoy serving the black communities or people. They do of course for business. If they could thought I believe they wouldn't.

My opinion based off my experience.

To the Owner: I have come back already since the new location. As I stated before I do and still feel this way. I have never really felt welcomed coming there. I have been going since I was a teenager. Probably before that and some of my family as well.

The vibe I get tells me different. I am not complaining just stating something I know and feel. No offense to you or anyone but some white people say they are not racist all the time. However, Is it really true though? And if it's not racism or simple ignorance than what is it? To be looked at as your different. I am not sure some people understand what that feels like. There is other forms of hate as we both know. Unfortunately, as a black woman this is a big one.

I am not claiming I have been treated in any negative way by anyone at this location but the looks sometimes just says more than words. Especially when your trying to be nice. It doesn't bother me as much as you may think. As I said earlier I still go from time to time. I can't make or expect other people be kind to me. I do, however, have the choice to be kind to them anyway. Which I do..😁✅

Thank you for your response. Your opinion...