Luca's pizza & grill — Restaurant in Westfield

This is our first time ordering. We recently moved to Westfield. We go to order online. We make our purchase and we go to the payment screen it asked us to tip our driver. Gives you an option for 10% 20% 30% and select your own dollar amount. It explains down at the bottom that there is a $3.99 delivery fee which is totally fine and I completely understand. However when I went to go tip the driver entered in the dollar amount that I wanted to tip the driver hit apply and show the correct amount down at the bottom of my screen. I go to hit purchase and it goes to the next screen confirms my purchase and says that my order is now $46. It was previously $36 on the other screen. I immediately pick up the phone to call to tell them that for some reason it entered any $10 tip automatically. Spoke to a lady on the phone she said let me add you to my manager because she was not sure what to do. I speak to the manager they informed me that there is a mandatory tip in order to do an online purchase it must be at least 10% and it used to be 15% that was mandatory. Additionally this is on top of your $3.99 delivery fee. I explained to her at no time was this ever explained online and it allows you to even select your own tip them out. She informed me that since it's a third party that they deal with online there's nothing that they can really do with it and I would need to seek a refund with them. I am going to go ahead and cancel my order because this was the worst customer experience that I have ever experienced. She informed me that in order to get a refund I would need to reach out to the company and told me to have a nice day and hung up the phone. I called back and she said that this was her informed her I just spoke with her and that I was calling back because it's ridiculous that I have to reach out to a third party in order to seek a refund. She informed me that she would go ahead and reach out to the third company on my behalf as if she was doing me a favor to get the order refunded. Worst customer service ever never got to try the food and never will do to this experience you lost a...

“Good Taste Matters”, but customer service is non-existent at this establishment! The lady in the kitchen was extremely rude and mean to all customers she came in contact with…including me. I believe she was upset because she had to come out of the kitchen to help the one young lady who was dealing with seating customers, waiting and serving those same customers, taking care of those with carry out orders and being the cashier…all on her own. I politely asked about the status of my order and was met with a huge attitude.and look that would kill…how dare I ask about an order I paid for in advance, online. I mentioned that I had been waiting for 30 minutes past the time promised and was told if “I didn’t like it, I didn’t have to return…they didn’t need my business anyway”. I was shocked to say the least and asked if she was having a bad day or if she always treated customers like this. She said she would “go check on my pizzas so I could get out of her restaurant”. Although the pizza was pretty darn good, I personally will never return to this establishment and recommend caution to anyone who enters their doors!

UPDATE- As you can from see the response of the owner below, still no appology for being treated so disrespectful by the employee that night. I guess my business doesn't matter to them either! A simple "sorry" about the ordeal, sure would have went a long way to lessen the sour taste left by the behavior shown to me and everyone else in the...

We have ordered Jan's pizza a few times, as we really enjoyed trying some of the unique pizzas. We decided to try the lunch buffet and were left very disappointed. We didn't expect it to be huge or for there to be a wide variety by any means, but were still shocked that this is referred to as a buffet. First of all the lunch buffet only had three different pizzas (pepperoni; pepperoni and sausage; and one that had pepperoni, sausage, and green peppers (maybe?) There were also bread sticks but they were hard and stale, not sure if that was because they had been sitting out the entire time or because this is just how they are. On top of there being only 3 different types of pizza, when they ran out, the pizzas were not replenished. We waited for more pizza to come out and it never did. There was still an hour left in the buffet so it wasn't like it was close to closing time. Definitely not worth the $10.99. We we're still hungry when we left and were debating on getting fast food. Never thought I would say that after a buffet. Not saying the pizza is bad, but they need to rethink the value of...