Pizza >Sorrentino's Pizza
1627 E Valley Pkwy, Escondido, CA | Directions 9202733.134184 -117.058897
Good Food, Bad Service – When I discovered Sorrentino’s Pizza on 1627 E Valley Parkway in Escondido, I thought my search for a good pizza restaurant was over. The pizza is really good. Too bad the customer service isn’t.
I have ordered from this location three times prior. All three orders were for delivery to our residence, which is located 5.56 miles away from their restaurant (mileage is per Mapquest).
Unfortunately, tonight, May 11, 2012, the staff at Sorrentino’s has caused me to drastically change my opinion of this restaurant. As I have done on my prior three orders, I called Sorrentino’s at 760-480-0222. I placed my delivery order for a super deluxe pizza, gave them my phone number, address and credit card number. The only thing I was told at this time was delivery would be about an hour. No problem I said. I wasn’t going anywhere. I started puttzing (yes, puttzing is a word) around the house and after awhile realized I was really hungry. Hmmm….wonder where the pizza is? I looked at the clock and realized at least 1 ½ hours have passed since I placed my order.
I called Sorrentino’s and Tyler answers. Tyler responds you live a long way away (5.56 miles is a long way away?) and we tried to call you (I’ve been home the entire time, inside the house and the phone hasn’t rung once). Since we couldn’t get a hold of you we tossed your pizza. Do you want us to make another one? It’ll be another 45 minutes. I then told Tyler I have ordered in the past, my address had never been an issue before and I have never been told I lived too far away. Tyler was unapologetic and asked if I still wanted the pizza. I said yes, if it would be free due to the inconvenience. He was hesitant but finally said yes, the pizza would be free. I asked if my credit card had been charged and Tyler said no, it had not been charged.
Immediately after disconnecting call with Tyler I began thinking maybe I don’t want the pizza (you know what they say, don’t piss off the people that serve your food). I immediately called them back and got Tyler again. Of course, he remembered me, I had just spoken to him. He put me on hold and didn’t come back. I could hear him in the background complaining to someone about me and how I wanted my pizza for free (now I’m thinking I really don’t want to eat that pizza). Tyler never comes back to the phone so I am unable to tell him not to make the pizza after all.
I tell my husband no pizza. We have to go elsewhere for dinner. He checks our account and there is a charge from Sorrentino’s on it. Now my husband is irate (hungry and irate isn’t a good combination). Since we have to go out to get something to eat now, we decide to drive to Sorrentino’s to get a refund and to cancel the order. We drive the entire 5.56 miles to Sorrentino’s (this is sarcasm) and had the unfortunate displeasure of meeting the manager, Adrian. Apparently the staff, including management, have never had customer service training (you’d think it would be required when you deal with customers…oh well). Adrian also is unapologetic and proceeds to tell my husband and I that he doesn’t have time for this (like this is how I envisioned spending my Friday night after working all day). Too make a long story short (I know….too late for that) Adrian voids our order and the credit card charge.
This encounter with Sorrentino’s was disappointing, to say the least. And to think, it all could have been avoided with a simple “I’m sorry for the inconvenience”, instead of blaming me for living 5.56 miles away. Stupid me.
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