So let me start off with I order from here every Friday night and sometimes twice a week. I love their salads. The service has gone down hill this past year. I went from five stars to one. I also wanted to see if the second pending charge was dropped before it posted to my account.
So this past Friday April 13th I ordered 2 salads online and they were for pickup. My boyfriend picked them up. When you order online you get email confirmations. Later that night I checked my emails and I had 2 confirmations. I checked my bank account and I was charged twice. I called Portofino's and spoke with Lisa. I explained to her what happened and she goes "hey bill it gets even better" I said excuse me? She goes "listen this isn't my problem, what's your name" so I told her and she found my receipt and said " I only have one charge for you...you were charged once" I said I can send you a screen shot showing I was charged twice she replied go ahead. I said is there an email I can send it to? She said no...I laughed and said how am I supposed to send this to you she said I don't know it's not going to do anything if you send it...this is my problem. She continued to say this goes through a third party and you need to contact them." But she had no information of how to contact them. She was so extremely rude. No customer service. I get it's Friday and you are busy...however all she had to say was I have one charge on my end that I can see, I would wait to see if both post to your account and if they do call the third party and get a refund. Also have the number handy to give to the customer. This is known as customer service. Something Portofino's lacks.
I just called and talked to Shawn the manager and explained this to him. He did help me with the number for the third party and I explained how rude Lisa was. He said he was sorry and that they were busy on Friday..not that was a reason for her to be rude. Nothing more. I thought perhaps he would care when I said how much I order there and how she made me not want to return. He said he was sorry.
So that being said I will no longer order here. I do like the salads and buffalo chicken rolls. However the service is horrible. I have had delivery guys show up with a cigarette hanging out of their mouth. I have received the wrong salad but since I like them all I normally just keep what I got. I have had orders that are missing things. No one seems to care. I'm sure I can find an establishment that cares I am a customer.