Derek Luyben

Review of Vivo, Italian Resturant

I want to preface this entire review, by saying I ...

I want to preface this entire review, by saying I am one of the easiest people in the world to please (not that it means anything to you reading this). My mother is a waitress, and I am incredibly understanding of mostly everything that can happen.
I am also a nurse, and serve people for a living, and this is why I'm compelled to share my review, and encourage all of you out there, not to give these people your business. During our vacation this week from the craziness of this pandemic, my wife and I, whom is also a nurse, decided to order a nice takeout meal from this place, that was recommended to us. Our order was placed online with no issues, and the food was scheduled to be ready by 0510 pm. After letting them know I had arrived, I waited for 10 minutes for them to approach my car, and ask for my name. I then waited another 10 minutes for them to bring out the food (which isn't a huge deal to me). After receiving the food, our dessert was missing. I called the restaurant back, and was told the dessert would be right out. After waiting another 10 minutes the dessert was finally brought out. Keep in mind that there is only 1 other car in the parking lot picking up food at this time. After over a half hour, I finally have our food, and I drive home. After getting home, I open up our soup which is supposed to be lobster bisque, to find that it's Italian wedding soup. As frustrating as this is, I understand things happen. So at this point, a call was placed to the restaurant detailing the poor experience so far. We didnt want a free meal or a gift card, we just wanted our money refunded for the soup we didn't receive. After the owner was placed on the phone he began arguing that it was our fault that we ordered the soup of the day online (which was updated that day) and sometimes it's faulty. He also stated not to use the online ordering method for the future, and said that we should call on the phone (then why is it an option?). He was very rude, only apologized after arguing back and forth, and finally agreed to refund our money for the soup (after stating that he wouldn't at first). He was audibly very annoyed that the customer called, never thanked us for our business, and hung up the phone without saying a word. I understand problems happen, especially while trying to serve the public amidst a pandemic, believe me I know. My problem is that when you run a business, and a mistake is made, you need to recognize it, and rectify it. We had a soup substituted for a cheaper soup; without notifying me (via phone or email both of which they had), and without adjusting the charge. Then to top it all off, after you screw up, you are rude to me and treat me like I am inconveniencing you? That is not how you retain business. Everyone makes mistakes, but I firmly believe how good a business is run is not shown by how things are when things go well, it's how you respond and fix a problem when it happens. Plenty of times throughout my life I have given repeated business to businesses that created errors, and corrected it in the right way. It shows good character, and pride in your work. As an addendum, the food was decent enough, but nothing could be good enough to warrant giving my money willingly to people who are rude, inconsiderate, and unwilling to own up to their mistakes. As a healthcare provider, we are an immense, close knit community, of which I have a very large social network of; and you just lost an incredible amount of potential future business.