Went with my best friend this eve as I was craving a Calzone. MANY issues on this trip that cost them my business for some time.
We arrived and were not greeted. At all. There were people obviously waiting for tables. We didn't know if there was a waiting list and to sign up. Another customer was kind enough to sign us up. We waited 20 min for a table.
Once seated we were given menus and told that our server would be with us shortly. 10 min later, drink orders were taken. When we ordered I ordered the same thing I have ordered at least 5 different occasions. Ham and Pepperoni Calzone, substituting mushrooms for ham. The waitress had to go ask if this was "ok". She returned from the kitchen and told me that I would be charged 1.00 for the substitution, which has never happened before. I told her that was never the case prior, but ok. She said she thought it was silly and would wave the fee.
My friend ordered a meal with soup. We waited 15 min for his soup to arrive. When bringing his soup, she told me she was overridden and I must pay the 1.00 difference and told her fine. She apologized saying she knew it was "retarded". I see by other reviews here that they, on a whim, nickel and dime their customers for no reason. I don't care for ham, and have always in the past made this substitution with no problems.
We waited 40 minutes from the time we put the order in until our food arrived. Tables of 3, 4 and 5 ordering baked dishes as well were all served and finished before we were. I feel that it was held up purposely by the kitchen staff because I asked for a substitution. After the food was delivered, the waitress came back by and asked me "Are there even mushrooms in there? Did they do it right?" as if she expected it to be wrong. Seriously?
While we were eating, a staff member came into the dining area and started rearranging tables, slamming things around and vacuuming with a cordless vacuum as we were the only left in the section due to the delay in getting our food. The staff members were waiting right beside the door for us to leave, looking in at us periodically, it was clear they were waiting on us to leave to close that section. I was rather annoyed by this of course. I looked around at the curtain, ties and etc. They were filthy, coated in dust. So they were just waiting to end their shift. Not to clean.
Uninformed, slow, rude staff. Up-charging a customer on a substitution because it's an inconvenience to your kitchen staff to make something fresh is unconscionable. There are plenty of places to get Italian food in town. I prefer to eat at local places, but I won't be going back to DeFazio's any time soon.
Congrats! Being in the hospitality industry you should learn that stupid little things like up-charging for substituting a cheaper item won't win you business in the long run. It just cost you 2 people that won't be coming back, who eat out every weekend. The one dollar you made, just cost you hundreds. Good job!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.