Romeo's Pizza — Restaurant in Twinsburg

I used to be a regular customer here, ordering at least once or twice a month. Not sure if there has been a transition in management, but last year, the quality of the pizza changed drastically—we received some pizzas undercooked, some burnt, some with large dough “bubbles.”

We stopped ordering for awhile, and decided to give them a shot again after getting some coupons in the mail. (I’m a sucker for sales.)

Never again, however.

After waiting for an hour and a half to receive our delivery, I decided to call to check on the status.

Me: Hi, I’m calling to check on the status of my order.

Rep: Let’s see... Jenn...?

Me: Yes, Jennifer.

Rep: Why?

Me: Why, what?

Rep: Why are you calling about your order?

Me: Because I haven’t received it.

Rep: That’s because it’s a pickup.

Me: It should’ve been delivery.

Rep: Oh, well. It’ll be an extra $2.50 if you want it delivered.

Me: Okay... however, I don’t think asking “Why are you calling to check on your order?” is an appropriate way to address your customer. Perhaps, “How may I help you?” would be more fitting.

Rep: Well, anyway, how do you want to pay for the delivery charge?

Me: Is there a manager there I can speak with? Your dismissive tone is offensive and disrespectful, especially considering my order was wrong.

Rep: Sure. Here he is...

I won’t go into the details of that conversation, but suffice it to say, he was only slightly less disrespectful than the rep, continuously defended the rep’s responses, and his asking me why I was calling, and sounded uncertain of whether he was actually the manager when I asked. His justification was, “He’s new, everyone makes mistakes.”

Be that as it may, as a business owner or representative, if a customer expresses legitimate concerns about how they were treated or spoken to, the appropriate response is not a defense of the actions that led to the offense, but an apology at the very least, and if you really care about your customers’ choice to spend their money with you, an assurance that you’ll address the issue to prevent it from happening again. Pizza chains are a dime a dozen. I’ll be spending my dimes elsewhere, and if customer service is important to you, I...

I had the worst experience with Romeo's tonight that I have ever had. We are not what you call a regular customer (once a month or so) and we have always had a good experience with the service from the staff. The pizza's have not always been good but for the most part they have been.

Tonight we got a pizza that was soggy, hardly any sauce and not thoroughly cooked. Mind you I ordered it with extra sauce and wanted it well done. We brought it home (live in Solon) only to discover how bad it was. I called and talked to Adam who was the manager tonight. He said he would remake it or give a credit for the next order. Well neither was satisfactory because driving back to Twinsburg tonight was not going to happen and since we don't come often a store credit was a bad option. I asked for him to credit the card because it was prior to the day's batch closing. He said it would take 5 to 10 days to credit the card. That didn't make any sense to me at all. He did not apologize for the incident with the pizza and ultimately hung up on me with a comment that I didn't hear clearly but I have an idea what was said. Adam is not fit to be a manager with an attitude like this and needs to be dealt with.

I called back immediately after being hung up on and spoke with an employee named Kyle who was much nicer and kept apologizing for my experience. I am going to try to call the owner tomorrow but of course it would have to happen on a day that I am really busy. Once I do talk to the owner I may remove this review. Until such time be forewarned about the service you will probably receive from Adam.

Update December 5, 2018 My wife an I almost got rear ended driving east on 82 towards Aurora last night. My wife called to notify them of their delivery driver erratic driving and again Adam was the manager she talked to and again got blown off. This place has no concern for their customers or anyone's safety at all. Poor management...

Let me start by saying the pizza has always been really good and this last time we ordered was no exception. The wings however were awful. AWFUL. We ordered 3 dozen wings all different sauces. So to clarify, we had 6 boxes that were SUPPOSED to have 6 wings in each. Not the case at all. Most of the boxes contained at least 3 pieces of just breading, not kidding, just little nuggets of breading......with sauce. They were also cold. Not even a little warm. Straight up cold. I called to let them know what we had received. The manager was really nice about it and apologetic and offered to give us store credit for 3 dozen wings. Which would be great if we were going to order wings again, we don't plan on it. So instead they gave us a $20 store credit which seems unfair considering all but one of the orders of 6 was messed up. (And all were cold.)That calculates to more than $20. We used to order from here all the time and the first couple years the quality was outstanding. Unfortunately there has been a steady decline and for that reason our ordering declined too. This was the first time in a year or so they we decided to give them another shot and we were dissappointed. You guys used to be so great. Sad to see that's not the...