Sal's Pizza — Restaurant in Virginia Beach

We've ordered from here frequently. While the orders were wrong occasionally, we figured everyone makes mistakes and we don't bother even calling. However, this last time was beyond terrible and I'm leaving a review because of how this situation was handled by the manager and owner.

We had a large order delivered. Three burger combos, three cheesesteak subs, fries, 2 liter and a large pizza for $87. Only one of the cheesesteaks was correct, the other two subs and the three burgers had wrong condiments. It almost seemed like they were trying to get everything WRONG. If you have little kids, you might understand the drama that unfolded when they saw their food had stuff on there they didn't like. Don't get me wrong, they usually aren't allowed to grumble about their dinner, but this was their "treat" meal. I tried to keep them upbeat and told them to scrape everything off. I had the other person pick out the lettuce and tomato from the cheesesteak (which was mixed in). My cheesesteak was missing mushrooms, but I let that go. The final straw was the pizza. It looked fine on the top but the bottom was burned making it taste disgusting. I'm not talking about a few black flecks or dark brown crispy spots. I'm talking about the whole bottom was charred black and gray. I wish I could include photos.

Fed up I called and spoke with the manager. This was about 10 minutes after delivery. I explained everything and she offered a credit for next time. I refused and she offered a refund. I clarified that it would be a full refund and asked what I needed to do. She said that I didn't need to do anything but she needed the owner to process it and will call me back. We waited and waited. I had to have the kids scrape off the condiments and go ahead and eat because it was getting late and they had school the next day. They picked at the burgers because they felt the could still "taste the yucky stuff" and didn't like them plain either. We shared the sandwiches since the pizza was inedible.

I waited about 2 hours for that call back from the manager before finally calling them for an update. The girl who answered the phone said that she didn't know what was going on with the refund and the manager had left but was supposed to have called me to tell me to bring the food back. How is it fair that I be asked to bring it back? Besides, it had been hours. We ate what we could and tossed the rest after I remembered to take pictures of the pizza. She said she didn't know, that's just what she was told and she said I should call back the next day and speak with the owner.

I spoke with the owner the following day and he said he wasn't going to give me a refund because I didn't bring the food back and the stuff that was wrong wasn't a big deal. I explained about talking with the manager and being told I'd get a refund, but he said that food was expensive and their policy is that I needed to bring it back. I told him that I KNOW food is expensive considering I just paid him $87. He started on with how we ate the fries (that was part of the cheeseburger combos) and the drinks were fine. He kept telling me it wasn't a big deal that I didn't get mushrooms because it's only 50 cents, and the condiments could be scraped off. He didn't understand that it was the principle of it now. He offered free delivery. I told him we aren't ordering from them again. He said the most he would do was $20-$25 off...which means I would have still paid $60. He said it's their policy. I confirmed he was the owner. I told him I didn't care about the policy because I was told I was getting a refund the night before and I felt tricked since he was refusing to honor that. He said since I didn't care, he wasn't giving me a credit at all.

I wish I had asked him what he had planned to do with the food had I brought it back. He kept saying how food was expensive, but it's not like he was going to do anything but throw it away...

We have ordered from Sal's Pizza for many, many years. I always said it is Five Star on their food. We love the 2 Stromboli's Special which is 2 Stromboli's, French Fries, one 2 liter Soda. We moved to Chesapeake and still drive to Sal's in Virginia Beach some 25 miles away. Today we ordered the Stromboli Special to go. After getting our food home we noticed that the serving of Fries we used to get with this order was cut in half. Just a child's small hand full of Fries. Now the Strombolis, This was a huge disappointment to us. It was mostly mozzarella cheese and hardly any toppings. I got about 4 or 5 pieces of pepperoni a few pieces of green pepper and onion. My wife's Stromboli was the same. This place has sure cut down on the ingredients and raised the prices on the orders. Before when we ordered the Stromboli's they were loaded with toppings. NOT ANY MORE. They hardly put toppings in them now. We may try this place one more time, I think. If it's like it was today we will take this place off our list for ordering food and hopefully find a better place in the area. Very...

So this post is bittersweet. Mostly bitter today. Their pizza is amazing. Their customer service leaves a lot to be desired. I purchased a Groupon and order the things that were listed on the Groupon. I went to pay and they told me my order was $35. I then told them that the Groupon should cover the charges and the Groupon states that I must pay the taxes like I have done in the past. The not so gentleman continue to argue with me that my total was $35. I then told him that it was not correct. That it is imposible to Pay that much in taxes and adding pepperoni to the pizza. He then lowered it to $21 dollars. After he continued to argue with me that I was not correct I told him forget it that I no longer wanted the order. I told him if he wanted me to take the food, he needed to charge me the correct amount. He then lowered it to $12. At this point, I had been in the pizzeria for 10 minutes arguing with someone who was obviously trying to get more than I should be paying and I had people waiting on this food. I paid but sadly they have lost a very...