Vito’s Pizza and Subs Reynolds Road — Restaurant in Toledo

It started like this. "How can I help you", the man said. I said, "I would like a small pepperoni and cheese pizza with stuffed crust". The man took my order and told me it would be 9.99 and said it will be ready in 15 to 20 minutes. I said, "see you then". When I arrived, my son asked me if he could come inside with me to get the pizza and of course I let him (4yo). When we walked into the store I was greeted by a young lady by the name of (Chloe). "How can I help you she said", I said "Hi", "I have a pickup for Stephen". She looked on her front computer and said, "I don't have an order for Stephen". I was puzzled for a moment and mentioned that I placed the order about 20 minutes ago and spoke to a male. (There were 2 males, and 1 female working at that specific moment). She replied once more, "I don't have an order for Stephen". I looked at the phone number that I called to validate that I called the right store and repeated the number to the young lady to confirm and she said "Yes, that's our store, but I don't have an order for Stephen". She continued "I only have orders for "redacted", and "redacted". I started to get a little frustrated and I showed her my phone and the time I called the number to order a pizza. She seemed a bit confused and appeared agitated. The manager that was on duty at that time was a male that goes by the name (Santos). He approached the front desk and asked, "how can I help you"? I reiterated the entire story once more to confirm with him that I in fact, ordered around 20 minutes ago at the correct store under the name Stephen. He confirmed that there were no orders for the name Stephen. I was a little agitated at that time, but I was keeping my composure (especially in front of my 4-year-old son). He asked me what did you order? I told him a small cheese and pepperoni pizza with stuffed crust. He said, "okay , well, we have that ordered but under the name (redacted). I said, well that must be it because that is my wife's name. At that moment, the young lady (Chloe) looked at me, elevated her tone and voice and said, "That is why I told you the names of the order". She continued by rolling her eyes. (She responded as if she was angry at me as if it was my fault that the wrong name was entered for the order. She then gave me a really nasty look as she stormed off towards the back of the store. I responded by elevating my tone a bit and said "that is great customer service" (facetiously). The manager then looked at me and said, "excuse me, I will not tolerate you talking to my employees in that manner or yelling at them". I said, "What manner"? He said, "by yelling". I reassured him that I was not yelling but speaking assertively. I then replied, "did you not just see how she responded to me and giving me a dirty look". He said "sir, I will refuse to serve you if you continue to yell". I reaffirmed once more that I was, in fact not yelling". He then said, "Okay, well I am not going to serve you, and I need you to leave". I said, "excuse me, for what"? I then asked him quickly if I could speak to the manager in charge. Santos replied by saying he was the one in charge. I said, "I would like to speak to the owner". He replied, "She will be here at 5p (in about 5-10 minutes), you can wait for her, but I am still not serving you". I said, "fine, I will wait". (Keep in mind this interaction all happened in front of my 4-year-old son, and he was confused about the entire situation and asked me, "are we getting my pizza"? I said "Yes", but it is going to be a few minutes. Furthermore, my son and I waited in the lobby for about 15 minutes waiting for the "owner". Right around the 15 minutes mark, the manager (Santos) reapproached me and said, "excuse me sir, I am going to have to ask you to leave or I am calling the police!". I said, "calling the police? for what?" and continued "you said I could wait". He said "yes, but I spoke to my manager, and she does not want to speak with you because she feels unsafe, you need to leave. My...

Unbelievably disappointing.

I am a long time customer, and having worked in pizza places and for tips most of my adult life, I have always been very generous tipping both for delivery and when I get carryout.

Today was no different, my wife picked up a couple foldover subs and a pizza. For probably the. 30th time I ordered our subs with the sauce on the side. Whether they put too much sauce on it or if it is from the steam being inside the box, the subs get very soggy and fall apart. I have never had an issue with this, and being a loyal customer, I assumed that I could call and the problem would be solved quickly.

Nope. My wife brought the sub box to me, and the kids began enjoying their pizza. Turns out that they not only put extra sauce on the sub, they also put the side of lettuce and tomatoes on the subs as well, turning the entire sub into a sort of soggy stew.

Slightly disappointed I figured no worries, these guys have always been good to me they will just fix their mistake and drop the subs off for us the next time a delivery driver heads out.

Nope. Marquise informed me on the phone that they would be happy to recook my wife's sub after I told him that she uses a different ranch dressing. I told him I would also like a new sub and after sighing he said "I guess we could do that." Then he told me to come back to the store to pick them up in 15 minutes. I asked him, "is it possible to just have the delivery driver drop it off next time he leaves?" He informed me that "No, only if you had gotten a delivery order, for carryout orders we cannot do that." I said, "that is pretty wild that I have to drive back, not getting to eat with my family, spending my time and my gas to fix a mistake that they had made." He didn't respond so I just asked him if I could bring the subs back up and get a refund for the order." He said yes, "come on back."

So I brought the subs back up looking for a refund for at least my subs and the $5 tip I left. Two young women approach the counter and I hand them the receipt, with the Clear and Capitalized modifications.

After trying to refund me through my card, for the two subs, they could not figure out how to do it. They then told me I would have to wait for a few minutes while they "called someone."

After a few minutes they got some cash out of the drawer and asked if cash was okay. I asked them what they were refunding me for to which they replied "for the two subs." I expressed disappointment that they were not willing to do ANYTHING to compensate for me having to help fix THEIR mistake, and they did not reply.

I said fine just give me the cash for the two subs and the five dollar tip. The young woman then looked at the receipt and said "oh no she did not leave a tip on the card, maybe she tipped cash." I tried to look at my own receipt once again to show her, but a customer walked in and she took the receipt back from me and started waving her hand at me as if to quiet me down like a little child. Being thoroughly offended and perplexed at the audacity of her clearly lying about the tip on the card, I finally took the money for the subs, minus the 16 coins they tried to give me, and left.

Left FOR GOOD. And I would highly recommend anyone and everyone to seriously find another pizza place, or at the very least a...

ZERO stars. Worst experience I have ever had with a pizza restaurant. Ordered delivery and our pizza was late and one of our two 2-topping pizzas was just cheese. We called back to tell them what happened and were basically called liars and scammers by a very rude woman named Darlene Walker, who claimed to be the manager at the time. As if anyone pays for a 2 topping pizza and orders just cheese??? They ended up eventually sending another pizza, WHICH WAS ALSO WRONG. And they demanded the first pizza back, (so they could throw it away?) So we had a person who couldn't eat what was on the correct pizza who had to wait almost two hours to eat (and the second pizza was also wrong!!) This location does not care about their customers, we were polite to them and gave them every chance to make it right and they did not even try. Just go somewhere else. Anywhere else. Oh, and also the manager told us that their calls were recorded mid-call like she was trying to threaten us (as if something we were saying wasn't true?) and I find that seriously worrying as there are definitely people who pay for their pizza by card over the phone, so if you do that just know that apparently they record those calls so your credit card information may be stored in an audio file that someone has access to. And they don't tell you at the beginning of the call that you're being recorded so that seems super shady. We have contacted the company about our experience and have yet to hear back. Just don't with these people. Go...