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| - Just had the worst customer service ever. I order here frequently for home and for work. I always order extra ranch dressing for all my items. When I got my delivery, they forgot my large ranch, no biggie it happens right, so I just called them and asked to bring it back out. The manager came in the phone and wanted to give me credit for it and not bring it back out, which didn't work for me because everything I ordered is an item we use ranch on so I declined that offer and asked him to please send it out. Then he became really petty and said "well I did not charge you for the extra tzaziki sauce you asked for, so I will send the driver out with your large ranch but you will need to pay him $1.00 for the sauce I didn't charge you for." VERY PETTY. First off I didn't ask you not to charge me for a sauce but whatever, send the ranch, so I can enjoy the 53.41 worth of food that I have sitting here in front of me.
Meanwhile My daughter ate her 10" cheese pizza, and with the small cup of ranch that I did have I had my cheese sticks and 2 of 10 chicken fingers I ordered. Then I wait, and I wait some more. 45 minutes have passed since I called back for my ranch. The food is all cold. I put it back in the bag and headed out to bring it back. As I was pulling into to restaurant, which is only about 6 minutes away from my home, the delivery driver called that he is at my house with the ranch, and I told him I was back at the store to return the cold food.
I told the manager (who I think is the owner maybe) at the store I was returning everything except the small cheese pizza and the mozzarella sticks. He gave my a hard time that I was returning almost the whole order over ranch, and I tried to explain that it's now being returned because it's cold. We tried to start eating and wait for the delivery, shouldn't have been a problem, you don't have to cook ranch and we are 6 minutes away, but because it took you 45 minutes to bring me the ranch that I ordered and paid for previously (which is longer than it took for you to deliver the original food order....... and which I am certain he did out of spite because he was angry for whatever reason that I wanted the ranch delivered and not put on my account as a credit) the food is all now cold.... it was not my intention to return it, we just wanted to eat.
He finally agreed that he was going to give me a refund minus those two items that I told him we consumed. THE REAL KICKER AND WHAT REALLY PROMPTED ME TO WRITE MY First EVER YELP REVIEW, is that then he actually went through and opened each box and started counting pieces of food, and he a actually PRORATED the refund cost of the chicken fingers, since I did eat 2 of 10..... I would rather have had my ranch and eaten more. So I am awaiting a partial refund, for which I wasn't given a receipt and am not even sure if I will get or not.
It was a very insulting experience, and unfortunately will be my last order with Napoli. Kinda sucks for me because I like the food, but will kinda suck for them too because when I order there for work every week it's an order for 20-30 people, and usually is $250-$300+ , it I will definitely order elsewhere after being treated that way.
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