Bellacino's Pizza & Grinders — Restaurant in Saint Charles

GF and I normally get Bellacino’s once every few months. Food is good, prices aren’t bad. Never going back again after today.

Synopsis: Went to pick up food as a Grubhub driver for an order placed at 11:26, pick up time of 11:39–two grinders, nothing big. After waiting 4-5 minutes before being helped, I was told there would be a 6 minute wait. No big deal.

15 minutes later, as others around me are getting frustrated, I say, “Hey, is that order done yet? I was told 6 minutes 15 minutes ago.” Instant attitude from the staff. No apology, just a “we’re busy, it’ll be out soon. It’s 11:50 at this point. I audibly point out the communication issues—why say 6 minutes if you’re “busy” and the food is going to take another 30 minutes? Manager/owner hears me and asks if it’s a delivery. I say yes. He proceeds to complain about past drivers and tells me I don’t know what I’m talking about—as the woman next to me is quietly seething over waiting 30 minutes after being told 10. 10 minutes later—yes, another ten minutes, and it’s now just after 12–a woman who placed a large order AFTER I walked in has her food brought up and is just waiting on a salad. The manager is helping her, and after he says they’re just waiting on the salad and the customer acknowledges him, I speak up again and point out the absurdity of what just happened, that I’m still waiting on the two grinders ordered over 35 minutes ago, and that the poor communication cost me money. The manager/owner stops me, says, “I’m helping this customer right now,” then begins to berate all delivery drivers and tells me I better get the drinks with the order, because I’d probably forget them. I try to point out that his points are totally irrelevant and he’s not focusing on what the actual issue is here. He won’t even let me talk and suggests that I just need to leave. THERE ARE OTHER PEOPLE AROUND ME WHO ARE SAYING THE SAME THINGS I AM.

NOW GET THIS: As I fill up the drinks around 12:05 after seeing the food come out shortly after this exchange, I hear the staff laughing, talking, and then one of them, who I thought was a good guy, says I need to ”get a real job.” Yes, the staff was audibly making fun of someone, without knowing their circumstances or motives—for delivering for Grubhub. I turn the corner, look at him square in the eyes, and ask him, “Did you seriously just tell me to get a real job?” Silence. Another staff member hands me the food, I leave in silence, too.

I’ve never been treated that way before from this location, and I’ve never really had any issues in the past. It was dehumanizing and inappropriate. I encourage others to frequent a different business—Sauce-on-the-Side, Stef’s Pizza, and Dewey’s Pizza, among others— with kind staff and good food until these people discover that we’re all human and a little respectful communication...

I placed a phone order for a chrismas eve pick up. Specified in the order that we have a food allergy to mushrooms and ordered all sandwiches without mushrooms. When I picked up the food asked the staff specifically if the food was mushroom free because we had a severe food allergy and was assured that it was. Got to the celebration with the food and found mushrooms. Spent Chrismas Eve dealing with an allergic reaction! Called the restaurant and was assured that the GM would contact me on the 26th regarding a refund. No call on the 26th. Called the restaurant on the 26th and was informed that the GM was not in but would call me back the next day. No call. Contacted the restaurant on December 30th because I received no contact. Spoke with Josh who assured me that the money would be refunded, he was pulling the reciept and would call me later that day or the next day. No call. Called back on January 11th spoke with the manager who stated that she would leave another message for Josh to contact me back. I still have no refund and no attempt was ever made from anyone at this establishment to contact me to try to resolve this situation!!

Update...I FINALLY recieved a call back. We ordered $100.00 worth of sandwiches. The GM is only going to refund two! I stated that I wanted my entire order refunded since someone could have literally died from this mistake. They refused. Absolutely unacceptable!!!!

Update After I called coprorate the GM called and informed me that after reviewing the footage an employee added mushrooms then removed them before putting the sandwiches in the oven so there "may been some residue" (there were whole pieces). He apologized for the incident and offered to "split the difference" and refund 50% of the total. He also added that they are family owned and take the reviews seriously and asked if I could...

I had a negative experience with an employee of this Bellacino's location yesterday evening while trying to place an order that resulted in a negative review originally being posted. I am updating my review after receiving a call and apology from the owner. I think it says a lot about a company (and a person) when they take the time to reach out to their customers and learn more about a situation versus just replying to a review and trying to justify employee actions. Good job Josh. I am thankful for your call as I do enjoy your pizza and look forward to ordering from you again.

Changing my review rating because I live 1 mile from the restaurant and I'm really getting tired of paying the extra fees for having to use a delivery service when I order because of your $25 minimum requirement to order directly from . My orders usually would run around $23 to $24...before your $4.00 delivery fee. Todays would have been $24.58 before delivery fees, taxes, or tip....0.42 below their $25 requirement to order directly. Your Facebook $4.00 delivery fee should be enough to hire a delivery driver.

My orders end up costing me an extra $5 to $7 each order...time to go back to Stefanina's who has no minimum...