What is going on with Fiorello’s in West Chester? They used to have impeccable service, even just from the person answering the phone at the front of the house. Literally for years we have been going in and enjoying meals and occasionally getting a takeout order via Uber Eats.

Now, we didn’t do takeout/delivery for a while because they use the Slice app and Slice jacks prices and if there’s a problem with your order, it’s very hard to rectify.

However, in late March this year– March 29 to be precise we did an Uber Eats order. I think Uber eats is a probably one of the better food delivery services that exists and the problem wasn’t with them. The problem again was with Fiorillo as it had been a couple of years ago when we ordered through Slice with them.

I contacted them via the email address that they claim they have after being rebuffed by a young woman quite rudely on the phone.

This is what I said:

I placed an order from Uber Eats. It came incomplete.

I ordered the Calamari Mediterranean, which on the Uber Eats menu like your physical restaurant says it comes with linguine. 

I am including the description from your page on Uber Eats so you see. It was delivered without linguine there wasn’t even the side salad that used to come with it or even a slice of bread or that skinny pizza slice that would come with it.

I called twice and whoever the young woman is answering the phone is rude. And no, I was not nice in tone to her. I will admit that  because I do not respond to rude her response was “what do you want me to do about it” and that’s  paraphrasing, but that was the message.

“We don’t deliver.” She says.

I know you don’t deliver. The problem wasn’t the delivery. The problem was the order. 

And no, I’m not driving more than half an hour to come pick up a replacement order when I wanted to treat myself to delivery from Fiorello’s.

And her whole attitude of what do I expect her to do about? It is simply not acceptable. That’s what I can’t get past. She could’ve actually just apologized. 

Does she want me to explain a restaurant and what front of house does when there’s a problem?

We’ve been customers for years. And every once in a while we order via Uber Eats.

And I don’t understand how your own kitchen doesn’t know that this comes with linguine or any kind of pasta that’s plain that you put the calamari over?

But above all else, I don’t do rude on the phone. And again she would not have gotten an edge in my voice if she had just been polite to me instead of me getting the whole attitude if she doesn’t really want to be there on a Sunday night and talk to anybody on the phone or help people.

I am attaching photos, so you see.

When employees have attitudes like that it makes it less likely that people actually want to come into your restaurant. 

Here is the photo of what was delivered:

Here is what I ordered from the menu:

You will note I did NOT ask for a refund. I’m still not asking for a refund. But if someone who’s been a pretty long-term customer, I’d like an apology.

Just a simple “We’re sorry that happened. ”

I have emailed them twice and have not gotten a response. So I’m posting this.