Let me preface by saying that if I receive exceptional service, I ensure everyone knows about it; same goes for when I receive terrible service.
My friends and I have ordered from this Rosati's location several times. It is truly hit & miss.
Last month, we placed an order for a pizza, fried mushrooms & stuffed jalapenos. The pizza was fantastic. The mushrooms & jalapenos were terrible. Half of them were still cold, to the point where they didn't seem like they were cooked/fried all the way through. We called Rosati's to see if we could get new mushrooms & jalapenos. The manager got lippy & told my friend "fried food isn't meant for delivery or carry out". Then why is it on the menu & why do you offer to deliver it? After 10 minutes on the phone, the manager begrudgingly agreed to bring another order of each out.
Today took the cake, however. I order the same pizza every time from Rosati's. I stress "extra sauce" every single time, to the point where the person taking the order tells me "a ton of sauce", no problem!
Rosati's brought the pizza out & unfortunately it didn't have extra sauce, at all. My girlfriend called to see if they'd be willing bring out a pizza to our liking. The smartass punk manager tells her "the pizza does have extra sauce, I know because I made it, so you're wrong". Managerial maturity at it's finest. He proceeds to tell her he'll give her a "$5 credit for next time". Normally I'd be OK w/this, but after the manager decided to be a dick about the entire issue, we told him that wasn't acceptable & another pizza needs to get sent out.
Again, after back & forth with this degenerate, he agreed to bring one out "only if you exchange your current pizza with the new one." Fine by me, we haven't touched the original pizza.
Needless to say, the customer experience at this place is substandard, and even that is a stretch. Very disappointed & I'll be taking my business elsewhere moving forward.