Gianelli's Pizza

I've ordered from Gianelli's a few times and have become accustomed to their poor customer service. I always opt to carry out as suppose to delivery because their delivery service can take hours. There has even been a couple times I've order and go pick it up 20 minutes after the said it would be ready and still had to wait another 1/2 hour or so.



Even though their service is horrible, their food is delicious!!! I ordered the pizza for my daughter's b-day party and everyone loved it. They also have other food besides pizza that taste good as well.

I was a newer customer to Gianelli's, deciding to give them a try in spite of some of the complaints that I have heard and had been posted about their service. my previous order was on a credit card via phone and established myself as a customer. I was hoping it was a few disgruntled people talking and I thought if I was a good customers I would get great service in return. NOT THE CASE!



My children had school off on friday and so they were home and I was working. I called Gianelli's to order them a pizza with my credit card over the phone as I had done previously early within the week. Thought everything was fine was certainly expecing the children to behave well since I promised pizza which was a treat they were REALLY looking foward to!



I came home at 4pm after work only to discover that Giannelli's delivered the pizza and took it back from my children because they wanted to see the credit card once they arrive. I have never paid in cash, always use my debit card and they have delivered to my home a few days earlier with the same over the phone credit card. nor did they warn me over the phone that it was their policy to see the card when they arrive. I was FURIOUS.



THE PIZZA WAS PRE-PAID AND THEY TOOK THE PIZZA BACK???? THEY NEVER CALLED ME BACK TO SAY THIS HAD HAPPENED OR TO CONFIRM THAT THERE WAS AN ISSUE.



SECONDLY, how can you pre debit someone's account....get their $20.69 in advance off of their card and then take a pizza back and you still have their $20.69?? TELL ME IT TAKES 2 WEEKS TO CREDIT MY CARD???



HOW DO YOU GET $20 FROM ME AND I GET NOTHING IN RETURN AND HAVE TO WAIT 2 WEEKS TO CREDIT



I HAVE PIZZAS WITH CREDIT CARDS OVER THE PHONE NO ONE HAS EVER TAKEN A PIZZA BACK THAT THEY DELIVERED ONLY DEMAND THEY SEE THE CREDIT CARD????

ESPECIALLY WHEN THEY WERE DELIVERING TO A FAMILIAR ADDRESS.



MY CHILDREN CONTACTED MY MOTHER SHE CALLED GIANELLIS AND EXPLAINED THAT I WAS AT WORK, AND PRE-PAID THE PIZZA FOR THE CHILDREN BECAUSE THIS WAS A "NO SCHOOL" DAY AND THEY WERE AT HOME EXPECTING TO GET THE PIZZA AS PROMISED.



THE LADY WAS RUDE TO MY MOTHER AND TOLD HER THEY NEEDED TO SEE THE CREDIT CARD IT WAS THEIR POLICY. AS MY MOTHER WAS GETTING READY TO OFFER HER OWN CREDIT CARD SO THE CHILDREN COULD GET THE PIZZA AGAIN, THE WOMAN HUNG UP IN HER FACE!



THE OWNER DIDN'T APOLOGIZE FOR ANY INCONVENIENCE OR MISUNDERSTANDING DIDN'T SAY I'M SORRY, OR OFFER TO RESEND THE ORDER. DIDN'T OFFER TO CREDIT MY CARD BACK. HE WAS COCKY! ARROGANT! AND HAD A "WE DON'T NEED YOUR BUSINESS" ATTITUDE. NO EMPATHY, NO NOTHING. JUST TELLING ME HOW GREAT THEIR FOOD IS. I TOLD HIM...GOOD FOOD YES, BUT BAD SERVICE. BAD SERVICE OUTWEIGHS GOOD FOOD. HE CONT'D TO REITERATE THEIR POLICY ABOUT SEEING THE CREDIT CARD UPON ARRIVAL. HE SAID THEY ALWAYS TELL YOU WHEN PRE-PAY THEY ARE GOING TO NEED TO SEE THE CARD. WHICH WAS A TOTAL LIE!!! IT WOULD HAVE BEEN BETTER TO ASK ME IF THEY TOLD ME THAT. I TOLD HIM NEVER HAS ANYONE MENTIONED SUCH.



AND THAT IS NOT A BAD IDEA IF YOU ACTUALLY FOLLOWED YOUR OWN POLICY. AND IF THAT IS YOUR POLICY....YOU WAIT TO "DEBIT" MY CARD UNTIL YOU SEE THE CARD IF THAT IS WHAT IT TAKES TO GET A PIZZA FROM YOU. IF YOU HAVE DEBITED MY CARD THEN YOU HAVE MY MONEY AND I HAVE NO PIZZA THAT IS NOT A POLICY OR BUSINESS IT IS FOOLISHNESS.



NEVER A MOMENT OF HUMILITY. I TOLD HIM I WOULDN'T BE DOING BUSINESS WITHE GIANELLIS AGAIN, AND THIS WOULD HAVE BEEN HIS OPPORTUNITY TO GAIN BACK A SCORNED CUSTOMER. AND HIS RESPONSE TO ME WAS:



"IF YOU AREN'T COMING BACK AS YOU TOLD ME, THEN WHY ARE YOU STILL TALKING?"



MY DEBIT CARD STILL HAS NOT BE CREDITED. MY CHILDREN WERE VERY UPSET ABOUT THE "TAKEN AWAY" PIZZA. I felt they ROBBED ME.

The pizza here is always great! They have great meal deals. The chicken is good too.

Terrible service & rude staff!! Delivery time was 2 hrs!! No apologies or reason was given. Cancelled order, but driver still showed up!! ....... after my order from Dominos already came!! The owner definitely needs to fire the dimwits that work there and train new staff better!!!