Shenandoah Pizza — Restaurant in Staunton

I paid here with my debit card, and had to cancel the card because there was an additional charge for 10.00 on my account from them an hour after their closing time.

I returned a few days later and talked to the same server who had taken my payment previously. He reversed the charge, and I asked how I was hit with a separate charge when the large group I was with incurred the auto-gratuity and I didn’t add tip on top of that (the staff had been rude during our time there but at this point it’s barely relevant), the payment had gone through all at once for the meal plus auto gratuity. He said it was a mistake that occurred when he was entering his tips into the POS that night.

In all my experience with paying at restaurants the charge for the meal without the tip appears as pending, and then later once the tip is entered and everything goes through on both ends, the pending charge on my account changes to a posted charge for the full amount of the meal including tip. I have never had a tip appear as a completely separate charge.

But ok, maybe they have a unique computer system and things go through as a separate charge. Obviously, in that case there could be some understanding that someone could accidentally tap on the 1 instead of the 0. The only issue was that others in the group had also experienced the exact same thing, a charge after closing, one for 6 dollars.

Now tell me, how you gonna accidentally tap on the 6? TWO WHOLE ROWS ABOVE THE ZERO!?

As someone who has worked as a server in many restaurants, I fully believe that the employee I dealt with at this establishment was trying to steal from me and others in my group.

They refunded all the charges right there with shaky hands saying “nah,nah,nah, it’s just a mistake” this person rubbed the entire group the wrong way as soon as they approached the table so it was no wonder they handled the situation poorly. The manager backed them up, understandably as any good manager would, but when I brought up the second charge they could not help but to bug their eyes out at this server.

C’mon ya’ll, nothing but common...

You can tell a lot about a venue by what happens when things go pear-shaped. This place said some VERY good things.

I've dined here perhaps thirty or forty times over a couple years. The food has always been amazing, the atmosphere pleasant, and the service was amazing. In fact, I write this review about the single time I had been, at any point, less than satisfied with my service, and the amazing way the staff responded to remedy the situation.

I was having dinner with some friends, and it was a madhouse; the place was unfortunately understaffed after a huge party showed up unexpectedly; not their fault. However, we had been waiting perhaps an hour after ordering to get so much as our appetizers.

We could tell the party upstairs was being demanding and high-maintenance, so I flagged down a waitress and asked if we could, given the wait, perhaps get the appetizer for free. She got her manager (the owner) who not only gave us the appetizer for free (quite promptly, once they realized we'd slipped through the cracks!) and further gave us a discount on our main course.

To me, this instantly solidified my perception of Shenandoah Pizza as one of my favorite places in town. Everyone makes mistakes eventually if you give them long enough, but how they respond to those mistakes is where you really see the fiber of their fabric; The staff at Shenandoah Pizza not only provide excellent food and service 99% of the time, but that 1% of the time that things DON'T go well, they immediately correct it in the best possible way.

Bravo, Shenandoah Pizza. You've provided many, many amazing dining experiences, and the one time the universe decided to swamp you, you did everything in an establishment's power to make your customers feel satisfied...

First off I want to say that I've been here multiple times and its normally always a great experience. Our waitress was very pleasant and she delt with our group of 8 like a champ with help from who I believe was the manager. It took 1 hour and 20 minutes to get our appetizer wings, granted it was a lot of wings 68 to be exact, but still think that's maybe a bit too long. I've never had bad food here before and the pizza was on point as always. The wings on the other hand, I had a couple long human hairs in my wings and showed the manager when she came around. I worked in the food industry for several years in my early 20's and was waiting for her to immediately offer a comp or remake another order. She didn't and tried saying they were maybe chicken hairs and only took the one wing that still had a hair on it with her. So that kind of rubbed me wrong. At the end our waitress was asking how to split the bill and we decided best to just do it all on one to simplify it and that would build in the gratuity. I asked the waitress before combining the bill if she could talk to the manager about doing something about the wings that had hair on them and she said yes of course. When she came back with the total bill I didn't pay attention if those wings were still on there or not because I figured they did the right thing and comped them or something. This was a big bill and paid the gratuity plus more on top, it was a handsome tip. When I got outside and looked at the receipt...wings were still on there full price. Jokes on me, I try no to be that guy in a restaurant and complain because I know how hard the job can be since I've done it myself. Lesson is,...