4.4
Superb
308 Reviews
901 S 10th St, Philadelphia
Customers’ favorites
- Short Rib Gravy Fries with Provolone Whiz
- Grilled Chicken Breast Cheesesteak
- The Original Square Pizza
- Roasted Pepper Flatbread
“I’m not normally one to leave reviews, but this experience was especially frustrating. I placed a Grubhub order for a small white pizza from Santucci’s — a specific request that means a lot to my family. My son has special needs and a restrictive eating disorder, and this white pizza from Santucci’s is one of the only foods he’ll actually eat. I timed the delivery to make sure it would arrive by dinner, and when I opened the box and saw a regular red sauce pizza instead, I was heartbroken. Mistakes happen — I get that. What made this worse was how it was handled when I called the restaurant. A young woman who answered the phone was kind and apologetic, and I appreciated that. But after holding for over six minutes, I was passed to someone who immediately accused me of placing the order wrong. I had already double-checked my Grubhub receipt before calling — the order was placed correctly. I even had a screenshot as proof. When I was passed to the manager, I expected a little more compassion and accountability. Instead, I was met with indifference and more blame. I offered to send a screenshot to show the order was right on my end, but the manager refused to look at it and stood by their claim that I was the one at fault. Ironically, the first woman I spoke with had mentioned it looked like a system issue on their end — which made the gaslighting from management all the more frustrating. To be clear, this wasn’t just a minor inconvenience. When your child has very limited safe foods, and you make an intentional effort to get the one thing they will eat — only to have it messed up and then be blamed for it — that’s a big deal. The mistake was frustrating. The lack of accountability and empathy? Even worse. I’m incredibly disappointed with how this was handled and hope Santucci’s reflects on how to better support customers, especially when mistakes are made”