We had a very disappointing experience. We ordered two pizzas, one pasta, and an appetizer and…read morewaited 45 minutes with absolutely no communication from the staff. During that entire time, no one checked on us or provided an update on our order.
After 45 minutes, I went to ask for an ETA and was told by the hostess, Anita, that she had "no idea." Ten minutes later, I asked again, and she checked with the pizza makers, who said everything would be ready in five minutes.
We explained that the only reason we ordered the appetizer was because we were hungry and expected it to come out before the main meal. Since it clearly wasn't coming first, we let her know we no longer wanted the appetizer. Ten minutes after the promised "five minutes," I went back to ask for another update. At that point, the hostess stated that our entire order had been cancelled and no food would be coming out.
I explained there had been a misunderstanding...we only wanted to cancel the appetizer, not the entire order. We had been sitting there for over an hour waiting, so obviously we had not intended to cancel everything. The hostess repeatedly cut me off, insisted we had cancelled the whole order, and was extremely rude throughout the interaction.
She then told us our food was sitting behind the counter if we wanted it. When she rang us up, she initially charged only for the appetizer part of the order. After I clarified again that we still wanted the pizzas and pasta, she re-rang the order for over $50.
To make matters worse, the restaurant was uncomfortably hot (over 80 degrees inside.) My toddler was so hungry from the long wait that my sister had to walk down the street to Food Lion to buy her something to eat while we waited.
The most frustrating part was that no one ever apologized, acknowledged the excessive wait, or seemed concerned about what had happened. After all of that, we finally got the food home only to discover that it was both cold and burnt.
Delays happen, and we would have understood if the restaurant had simply communicated with us. Instead, we experienced poor service, rude interactions, no accountability, and disappointing food!
