Vocelli Pizza — Restaurant in Virginia

I placed an order through GrubHub this evening at 7:51 pm. I shortly received a text confirmation that my order would arrive at 6:30 PM. This did not happen. I called at 6:52 PM to ask where my order was and was VERY rudely told the delivery HAD gone out and would arrive in less than 5 minutes. This did not happen. I called again at 7:01 PM to be told, "I'm sorry, but we were busy." (You have my phone number, yuou could have easily called to let me know it was running late.) I then called AGAIN at 7:10 PM and finally an employee called the driver and said he was 2 minutes around the corner. Once he arrived I was informed that the soda I had ordered with my order-they had run out of...again...could you not have called to tell me this? So the delivery person asked me to pick a substitute. I was very unhappy with this, I would have preferred a refund. So, being that I had already had a horrible experience, I called AGAIN for a refund for the soda, I did not want to pay for something I had not ordered. I called at 7:17 PM this time and was assured THAT refund would be processed. TO FIND OUT that as soon as I open my order it was WRONG! I had ordered there 10 piece wings, NO JOKE there were 7 in the box....SO I CALLED AGAIN at 7:21 PM and demanded a full refund. My order was more than 45 minutes late, and 2 of my 3 items were not correct. The Manager, Johnathon, was helpful on my final call and did listen to my complaints as well as offer my refund. Unfortunately though, too little too late in my book. I asked him, as well, WHY on earth could I have not gotten a phone call?? I had one employee even blaming that this was entirely GrubHub's fault because they did not deliver this far. All it would have taken to avoid ALL of this frustration would have been a simple phone call in the beginning. I have never had such poor service from a delivery before in my life. I will never...

Ordered at 6:16pm, still had not received delivery after an hour. Called for update and was told would be 15 more minutes because the store was so busy. We offered to pick up our order to help out both our hangry family and the struggling store, so we grabbed our keys and headed over after making a quick stop otw. Arrived at 8pm, and waited about ten minutes before being told that the order was just delivered to our house. I asked that they just go ahead and refund the order, as we didn’t want it left sitting on the ground left to the elements and cold given we ordered at 6:16pm and it was now after 8:10pm. The man we spoke with on the phone, whom I believe was either the owner or manager, asked if he could pick the order back up. We told them we didn’t care, and we’d be out grabbing food elsewhere anyway, although did find it a curious request on their end. If you receive a family meal deal tonight with 1 pepperoni and 1 half cheese & other half pepperoni and green peppers, toss it. The gentleman then began mumbling this isn’t some big company, it’s a family owned business and we’re taking a loss here too and can’t afford to refund things. He then asked that we not order from his store again. Gladly will not. We totally understand operating a busy family owned small business, but the difference is, we would never behave that way toward one of our customers. Terrible, terrible customer service; can’t rate the food, because it never arrived, and can’t assume I ever will because I’d rather spend my $ anywhere else. Good luck to this location — can’t imagine they’ll be in business very much longer if this is their idea of how to operate a...

Abysmal customer service. I placed an order through the Eat24 service. Vocelli's contacted Eat24 THIRTY minutes after I placed the order and told them that they were cancelling it because they cannot deliver to my address. I have ordered from this Vocelli's in the past and they have had no trouble delivering to me before. Sounds like BS to me. I can't believe they waited that long to try and contact me! Horrible!!!! I do not recommend this pizza place. Find another location or pizza chain all together. It is NOT ok for a business to just decide they won't fulfill my order that I had...