Roman's Pizza
Reviews and Complaints

I'm a Business management Master's student and my study is about what factors influence restaurants in their effort to implement business process management. Romans pizza want me to support them and submit complaints to help make the customer experience better. But the management of Romans pizza Hatfield don't want to assist a student in completing a questionnaire.

I'm very disappointed in Roman's pizza.

I am very disappointed nd disgusted by the poor service at this place.
Firstly it is filthy and dirty but it's a food joint.
The kitchen staff have headsets in their ears and keep dishing out incorrect orders. While I was there waiting for food there were 4 complains already. The kitchen staff don't seem to even worry about complaints people bring forth, they just taking their time to make the food. The manager was even on the phone while another customer was sharing her concern.

15 November 2019
19:28
[protected]@gmail.com

Hallo, my name is Emma. Yesterday, 13 November 2019, we ordered 4 pizzas (order number 66)
This is the first time I am submitting a complaint and this is with reluctance, but I cannot let this type of thing happen to other people.
Yesterday my family and I ordered 2 lange and 2 small pizzas. For the 2 lange ones we requested garlic bace as my husband cannot eat the tomato base due to an acidity allergy.
To our great dissapointment the staff riddled the two lange pizzas with enough garlic to fill several tubs. We were very hungry and were forced to eat the pizzas. We tried scraping off as much of it as we can, but it was all over the place and I'm actually feeling sick today of having too much of the garlic.
Resolution: I would like to staff to be repremanded as they came across as being very unfriendly and I would have the guys who made the pizzas spoken to as to not do it again, I feel they were spiteful and did it on purpose... We would like our money back as we do not earn a lot and buying pizza is supposed to be a special treat for us.

Trust you find the above in order and please contact me if you need any further information.
Emma [protected].

Please be advised that I'm a regular customer and believe that my patience and humility should not be taken advantage of . I ordered a BBQ Chicken & pineapple pizza and I waited for it, only to receive one with No Pineapples. After returning it to the shop, all that happened was that the cashier:
• apologized to the white customer, whom she was busy helping,
• went to the dustbin to find my slip,
• took my pizza box
• then just loudly called out to the guy at the back (I'm assuming the guy who made the pizza).
I didn't hear anything else and nothing was said to me, not even an apology, which I would have gladly received.
After waiting a further +/-10minutes:
• she brought back my pizza
• opened it to show me a whole lot of pineapple that was just tossed onto the pizza(Still no apology)
• gave it to me and I left. I was too upset and hungry to say anything, hence my now complaint.

While I was waiting, called their customer complaints line (+27 84 749 3171) but there was no reply on my call.

I have always been going to Romans Pizza, The Willows. Never really had a problem until today, I had a question regarding a promotion and the staff were very unfriendly towards me. They stood there speaking in there language - addressing me by the looks of their body language- which was very unprofessional.
If their is a matter which needs to be attended to, rather sort it out instead of being unfriendly. People plead for jobs, and yet when they get the job they don't even know how to act professional at all! Standing together and addressing someone in your own language is very rude if you ask me. Managers of the franchise should address these kind of issues based on staff and how to act professional. Such people with no manners should not be given these kind of jobs in the first place!

On 1 november, I wanted to spoil the family. I placed my order telephonically to collect after 30 minutes. I ordered bacon, feta and avo, and pepperoni delux - large on a thin base.

Get to the store, I hear the cashier saying there is no avocado, I ask whether I have avocado on my pizza whereby the cashier said yes. Get home and dishing everyone's pizzas in plates, and all the avocados are so hard I cannot even bite through it.

I paid r189 for that specific pizza without the proper ingredients on it - since when does one eat hard avocados!?

Very disspointed

At 7 :39pm i ordered 4x small pizzas.. On the bolonaise pizza they asked if i want jelepinos on.. I asked for it on the side... I also ordered a chef salad. The lady repeated the order 2 times and all was on order... At 8:30 when we went to collect the order... The salad was not made as they said they FORGOT! we only received our salad at 8:45. This is unacceptable as we did not get what we ordered and had to wait as they FORGOT!. This is not the service I was hoping for.

On Saturday 26th October I purchased 4 pizzas from Roman's in plattekloof. The cashier told me the payment decline and processed the payment again today I find 2 payments for the same amount had been taken from Roman's pizza. My order number was 215 and the total was R312.80 however 2 seperate payments of R312.80 were taken from my bank account.

If you check your payment records you will realise that I'm a loyal customer and purchase at this store on a very regular basis. I'm VERY unhappy about this service and it's not the first occasion the cashier processed payments more than once. I've include the order number on the picture attached and I'm VERY aware that you have access to all the pizzas you sold so I suggest you look at them and refund my money as quickly as it was taken from my account.

I had a function today and decided to order quite a few pizzas on the online app. After registering and going the the entire process and proceeding to pay with your card. On the app. It says"oops something went wrong. Plz contact the store" I repeated the entire process only for it to repeat the error. I called the store to complain and was told by the manager that on their side its fine. Yhis is soo inconvenient in a time were were hardly go to a store to pay. Everything is done online. Decided to yhe debonairs route. Much... Much... Easier. And works.

Hi

DATE: 16 OCT 2019
PREVIOUS DATE: 11 OCT 2019

I'm extremely disappointed this is now the second time im ordering and for some reason there is no thick base with no explanation given.

That's one of the reasons I order romans instead of other pizza is for the thick base

Its seems to be a problem there were alot of customers who were not happy.

Is it a money making scheme as the thick base is more filling.

Saffiyya
[protected]

I phoned this morning around 10 am to place my order one the lady she doesn't have phone ethics 2 she said we don't deliver then I said it's fine cancel my order she then said it's fine ill place it I waited for one hour 30 minutes for my order then decide to call .it's when she told me we won't be able to deliver I spoke to the manager surprise she told me the same thing and so disappointed the service is really poor especially when a black person want a service .

My family does not eat meat for reasons of compassion.As I chewed on a piece of meat on my pizza I was nauseous .Please understand the seriousness of this, it felt that I partook in the death of a living creature, that like us, not only has similar anatomy of eyes ears nose heart lungs etc. but also experiences emotion.The Pizza was bought on 12th October 2019 order No. 193. People preparing pizzas have to be educated and properly trained to ensure that no flesh or meat under any circumstance should be on a vegetarian pizza.I returned the pizza for a refund. The Manager offered for another to be made, I refused as it was an off putting experience and we will never be eating from Romans Lenasia

I ordered the lasagna for the 1st time at Romans pizza (phoenix plaza ) because so many friends told me it was really good when they ordered before so this morning at 11 am i said i will place an order through the app Mr D and when the food arrived i paid and then opened the macon pizza which was okay but the lasagna had water in it and the lasagna sheets was not cooked it was still hard at the bottom. This is the 1st and last time will i ever order from romans again it was very bad

I just bought your special one toppings pizza. My mum went to get a menu and came.out with a laminated menu of 1 topping g special. Tgats the menu they gave her. Looks like they pushing for the special to sell.

I never had my shoes on so I couldn't go in. My mum said thats the only menu they had and gave her.

Your tomato base is sour. Do you realise that as Indians we eat tasty food... we dont eat bland food.

Its second time I am disappointed with Roman lenasia south. I think its Roman's fault. Your menu sucks big time. Not sure how yourl stay open...

We usually buy Pizza Hut. Their pizza's are delicious...has flavour.

My complaint with Roman is they did not give my mum full menu wer we could order from.

Scrap your 1 topping pizza. Waste of money.

Nothing you do or say would make me buy Roman's again. Not even if I was starving!

We bought the pepperoni slices and peri peri chicken...peri peri sauce is like nandos sauces. Spoils the pizza. I dont know wat more to say.

I am not going to drive back to Roman's now and complain. I dont have energy after a tiring day.

I ordered the 2 for R99 deal and since its fasting and we can only eat veg, that's what I opted for. Went to the Roman's pizza in Overport. My pizza has chicken on it when I asked for mushrooms. And nowhere on the order does it say chicken. I am very disappointed as no one will be able to eat that pizza and will have to be thrown away. That is money wasted and so unprofessional as it is a prayer week and to then see the chicken on the pizza was a huge turn off. Tried to phone them which was around 8:45 and it says that they are closed, but if you Google them it says they close at 9pm. Very disappointed with this service.

I phoned to order pizza when a rude worker awnsered the phone. I ordered pizza and she didnt even repeat the order or give me the total, she put the phone down. After about 45 min I phoned to track the order and the person that awnsered whas as rude as can come, the call quality was horrible and she put the phone down after I repeated that I wanted to track the order.
It would be appreciated if these things could be worked on since Romans pizza has always been a favorite.

Good Evening
I just ordered romans pizza at bank city johannesburg chicken mayo (bacon) i am very disappointed as everything was burnt the becon was burnt the the base was burnt even the mozzarella did not taste so good i would appreciate it if this matter could be attended to as soon as possible and i am given feedback as per the complaint from manangement please assist

Good day Mandy

I am a absolute lover of Romans Pizza and a big client!

I am living in Kuruman and bought 2 large pizzas yesterday 26.09.2019 for Supper.

After eating last night there were some pizza left for lunch at work today! I heated up my pizza and started to eat when I came across some wings sticking out from under the cheese!

I begged for it not toe be what I think it was!
Surprise surprise! IT WAS A FLY!
do you have any idea what diseases flies carry around?

I work at a hygiene and pest control company and I am highly aware of what diseases it carries!

I am so discussed and will never in my life buy from Romans again! How cam one miss a black fly lying on top of a pizza base before putting on the cheese! It definitely could not look like mushrooms as there were no mushrooms on this pizza

I definitely want to go to social media with this to inform all loyal customers of this!

I am awaiting your URGENT response on what we are going to do about this matter!

Please find photo attached!

Went to Romanz and the advertisement says that you pay R99 for ANY 2 LARGE PIZZAS. Walked in and we ask, then they showed us a paper that is all scruffy just stuck to to the counter with tape that only has toppings to choose from to put on your pizza. On the 2 large pizza sign in very fine print after walking basically nearly against the sign it says in fine print only one topping. That is unacceptable. The advertisement on the TV says nothing about the one topping only on the pizza. So both is basically wrong advertising. They can definitely shut down Romanz by highland mews and then the worker is rude to us as well to say that we must read the fine print but that's the advertiser's work to make the text bigger so anyone who walks in can see it clearly.

Good day!
On the 21 September 2019 Time I went to jubilee mall Romans pizza to buy Pizza I was order number 620, after waiting for my number to be called, I heard them calling order number 619 then I was order number 621 and other orders, I give the guy who was giving out the orders, he then went to the bakers, I saw them arguing, two of the them said " no this order was out you are the one who give it away "that guy asked them to do my order, they were talking amongst them I don't know what they were saying, then everything continues as normal, no one come to explain what's happening, ok! I waited until 18:50 I placed my order at 17:43, at 18:50 thats when one the baker call me to collect my order, that was after they called order number 647, the guy didn't say any sorry to me, fine I went out then I realize there are no Serviets(hand wipe) in my order, I had to went back to ask for the serviets again No sorry was said to me.