Rocco's Pizza North Springfield — Restaurant in Springfield

I work at the hospital down from the north Rocco's and I have have ordered from Rocco's plenty of times. Each time they're very pleasant and fast and the food was awesome. Today, I ordered and the girl Brianna is not a friendly person. She was very rude and she wasn't paying attention to me when I was telling her the order. It sounded like she was goofing off and didn't want to talk to anybody on the phone. She answered the phone with an attitude. She was about to get off the phone when I asked her if she would like to know my name and where they were delivering it to? When I got my order there was something missing. I call them to let them know and she said that she is the one who took my order and she didn't add a salad to my pizza special. Breanna, (raising her voice) said that there was only two salads, the house salad and a caesar salad. I told her no there were three salads, two house salads with ranch and a caesar salad. I then asked to speak to a manager because of how hostile she was getting. So she turns to the person next to her and says "you're like a manager right?" Then a lady named Susie got on the phone. I told her what happened and how Breanna was very rude. Then she started getting rude with me. I told her I would like a refund. She asked on the whole order I said no just on mine because of the missing my salad and how rude Breanna was. She said that she could bring me another salad. I said no because of how rude you guys are being. I didn't want anything to happen to my food and to just give me a refund. She kept on arguing with me about how they should get the pizza back. I said you can have the pizza back but I did eat a couple of pieces because I have a 30 minute lunch. I'm a healthcare worker, I can't drop what I'm doing to go get a salad that you guys messed up and are being very rude about. She said that she will refund me and she hung up on me. We will see if the refund goes through. The food is great but the customer service sucks. I'm not one to make bad reviews on Google but this is unacceptable. You would think they want to keep as much business as possible considering the pandemic. And the fact that I work in the hospital where they do get a lot of...

UPDATE: I received a call from the store manager and got a logical explanation for the event. They apologized sincerely and gave us a free dessert on top of that. Long story short, the gal that took my order didn't verify address and the driver never called to verify my address which we still aren't sure why. 🤔 The last time I called in the gal didn't verify my address a second time and assumed i was a different order under my first name. I am giving this a four because the store manager did her job to the fullest to figure out what happened. I hope the service improves.

The details of my experience.. I called at 7:16pm on a monday night. I didnt pay attention to the fact that google says they close at 8pm. I placed a delivery order after giving them my address, confirming I'm within their delivery boundaries. She told me it would be 50 minutes, apologizing that their dine in was heavy tonight. Not really knowing what that meant, I was fine with the fact the time frame she had given us. We planned to keep our three year old up with us for a pizza night despite it pushing back his bedtime routine. 8:52 rolls around making our wait thirty minutes past due if you give them ten minutes to get the to prepping our order. I call them mentioning we havent seen anyone come by yet and she replies, it's actually coming out right now and they would get it right out to us.. 9:48 pm I try to call and they are CLOSED. I left them a voicemail explaining we never received a call or the order and today being the next day, they didnt even have the decency to call me back...

I love the food and atmosphere of this place. I'm only giving it 3 srars because of an altercation between the cook and myself. Due to unforeseen circumstances my family and I have fallen on hard times and do not have running water at the moment so about once or twice a day I use Rocco's restroom. I have been a paying customer in the past, I don't bother anybody and they don't have a sign up that says restroom for paying customers only. None of the employees have had a oroblpr with it except one certain cook. The furst time he said that the manager had said that he didn't want me to use their restroom anymore so I asked to speak with the manager and even requested his phone number and was refused. So today I once again used the facilities and the cook once again said I was not to use the bathroom. I tikt him they don't have a sign up that says restroom for paying customers only and that I wasn't bothering anyone else and he's been the only one with a problem with it. My boyfriend had already been tgeet and told him to leave me alone, that I wasn't hurting anything. So I said I'm going to tell my boyfriend that you are being rude. He proceeded to get angry in front of a crowded restaurant and said for my boyfriend to bring it on, tgat he would beat his a**. Pardon the language. He is very rude. Other than him this is a great place but this incident caused 2 customers to come up to ne afterwards and say riccRoc lost their business because of how...