Bella Milano Pizza — Restaurant in Springfield

This is beyond the worst review I've ever made in my life . Including my review of a turkey club with lettuce and tomato and the turkey meat was missing (not this restaurant but I had to compare ) ! I purposely ordered a expensive 16 inch sandwich that the lady who took the order had reservation when saying "your looking at a $18 grinder " ! Let me walk you through it. .. We have been getting food from bella since it opened its doors. I was really the first customer before they excepted debit cards and had to run to big Y to grab sandwich rolls (literally ) to fill my order ! Before they knocked down the wall to expand the store front . Before countless owner changes ect..... you get the point ! I know they been having some trouble there completing orders and the last time I've ordered the owner /management said "sorry and they will do better " after messing up a $80 order ! Today was no different from the last except for the fact that I was considering ordering 10 party size pies for a holiday party next weekend. I called this evening and asked about the cheeseburger sub and asked for details . Q -How many burgers come on 16 inch ? A -3 Q -I would like to add extra meat is that possible? A-yes Q-ok well I would like to add bacon to the sandwich. How many strips come on the sandwich ? A-3 Q -so three pieces of bacon for a 16 inch seems stingy can I add extra? A- yes Lady says... your looking at a $18 sandwich (with confusion in her voice ) so I said ok. She gave the total and already knew my delivery address. So then I guess I messed up by asking for something that's clearly on the menu . Its called "make it a deluxe " and it comes with fries , pickle for additional $2. The lady confirmed the order and said 40 minutes. Despite the many, many, many, many times they completely messed up a order I really believed this one they would knock out the park . Around 35 minutes later the food had arrived . I paid for it and started checking it out . I noticed the packaging was different. More upscale from poor wrapping of a 16 inch with deli paper I was accustomed to in the pass . 4 burgers with cheese = check I went from 3 pieces of bacon to 5 which is still stingy considering the additional cost = check Lettuce, tomato, mayo = check My fries came in a different container as well ! Vented plastic container is 100% better than the foam container without vents causing the fries to become soggy from the past =check I set up my little tv table with the food and no condiments were sent. No ketchup , no napkins , no salt package but it was all good because I have my own at home. my pickle never came at all from the deluxe upgrade. From the beginning of time this place will leave things out and by this time of our failed relationship this one was no different. To the owner/owners of bella Milano let me give you a tip . People who order take out could easily choose other locations. When packaging your sale to be delivered you need to make sure a checklist is complete. Condiments, utensils, napkins are a must because maybe just maybe customers order takes out so the clean up is easier and more convenient than cooking themselves (hence the term "Take out Food ") or they could be at a job site where things aren't available to enjoy a meal. Nobody likes to order food wait around 40 minutes to open up the bag and find items missing. At this point it seems like it may be done on purpose for some sick cheapskate reason. Give the customer the items they paid for the first time and take some accountability for crying out loud. This business has changed more owners than fluctuating gas prices in the United States. I will not be ordering from you guys again the services are absolutely terrible and inconsistent that I would rather a microwaved gas station cheeseburger. I'm glad your still open but I'm so disappointed that you guy's don't put your customers first. I'm sure I'm not the only former customer who feels this way. I'm off this and going to my cabinet to get some salt and pepper you guys forgot to put on and old...

My family and I were new to the area and we discovered this place online, read reviews and took a chance. Ordered once and haven't stopped ordering from here. Good food. Pizza is always fresh and tasty. Quick delivery. The delivery guy is very nice and professional. One time I had placed an online order and there was an issue with the order so I called the store and the manager eventually worked with us regarding the concern. And by EVENTUALLY helping us, I mean that they could do way, way better in their customer service area.. as a customer service supervisor, myself, the customer IS ALWAYS RIGHT guys! No matter the situation.. Even if you don't agree with the customer, THEY ARE ALWAYS RIGHT. A simple "I apologize for the inconvenience" and resolving the issue, rather than going back and forth with the customer, arguing over whether they are right or wrong regarding the concern, it could make it so much easier on the customer and yourself, if you don't try arguing, and work on listening to your customers concern and resolving it for them. Every concern, big or small, should be valid, taken seriously and handled in a professional and accordingly manner. After all, your customers are the reason you get business. So you should be more concerned with your customers concerns. As I can see from other reviews, other customers agree that the service from this restaurant is poor. No matter how good your food is, poor customer service, even 1 bad experience can kill the whole vibe from ever ordering with this restaurant again. Just saying. No issues with the food so far. Just work on your customer service please. The delivery guy apologized. He's amazing, my family and I love him. He knocks instead of ringing the door bell because he knows our toddlers take naps. Take notes on customer service from him.. he's really the only reason we keep...

I so wanted to give 5 stars! But our order was incorrect ( ordered a reuben then a reuben sandwuch which was supposed to have tomato an stuff on it but did not. and that one was crazily way over cooked. The pastrami was like bacon all hard an crispy. Which in a way if the tomato an lettice had been on it would have been like a BLT an we'd prolly not have been super bummed cuz rest of food so good! LOL Delivery was crazy fast!! Guy was very nice an made sure i had a good hold of the heavy stack. Supreme pizza -delish!!! Wish you could see my photos! We got large ham turkey salami grinder. Nice squishy bread an fresh meat. Very yummy. OMG i will start getting salads here now! Wonderful!! Nice an big not skimpy. For once a place actually matches price to what you get!! I was so pleased. Got spinach grokked chicken with egg cheese onion cukes tomato. Large. Exactly what i needed an the pita was delish . i appreciated the large cup of dressing. I hate when you don't get enough. Amd ill add that i appreciate these containers. My fries werent soggy. Neither were the reubens which had toasted bread. Hate soggy stuff. Eh screw it ill do 5 stars lol even the bad one got eaten cuz it was tasty lol and nice big pickles were put under paper to not make fries soggy. That is nice touch! Happy customers...