Caraglio's Pizza Rewards 4+

I moved out here in February..(lyell rd location) being a POC out here has been a little different and this place has not shown any type of disregard for me or my partner they’re always so nice when he picks up the orders and the app is a great way to order. Thank you for being respectful and caring to EVERYONE.. I got a birthday pizza today and thought it was time you guys got a review .. ps - your employees are AMAZING and very sweet & the points system and deals are basically unbeatable in Rochester.

I’ve been a customer for about 3 years ordering either 2 larges or a sheet every Thursday. Obtaining rewards on my account has been spotty. 2 weeks ago, I ordered online (not my usual way to order) because there was an online special. Not only did I not receive my rewards for the $40 in pizza, I called the restaurant. They weren’t able to help, but gave me an email for customer service. I sent the email right away and am still waiting for a response from 2 weeks ago.

Today I called my order in at 3:30 for a 6:50 pick up time. When I got there, they not only forgot to put my order in, the employee made up a lame excuse that they had a big order for a 7:00 pick up. She failed to remember that my order was to be picked up before that. After waiting 25 minutes, my order was finally ready. She did give me a discount to compensate me for the inconvenience, which I appreciated.

While when the point system DOES work, we enjoy the benefits of the rewards and get free goodies, MANY times the points are not added to our account…so I have to double check our “activity” and won’t see orders we’ve placed. I’ve reached out a time or two before and they gave us our points, but the last time I reached out about this, I never heard back (a few weeks ago). The system is clearly flawed. We were told by our local employees to call from the phone # the account is linked to (my husband’s), so I’ve made sure to do that when ordering, but it did not seem to make a difference. Pretty annoying especially after placing large orders to lose out on points we should be receiving. Also the response time is either long or nothing at all.