"Here's the issue: there is no option on DoorDash to add special requests. In fact, it explicitly states that the restaurant does not accept special requests through the app. This is confusing because when ordering directly from Romeo’s app, I can make modifications like removing Capone sauce and adding garlic. Additionally, it's not just a "special request" to ask for something I’ve already paid for, like the garlic cup. The person on the phone suggested I ask my DoorDasher for these items and "hope for the best." However, it is not DoorDash's responsibility to ensure I receive everything I paid for; it's Romeo's responsibility to provide DoorDash with the correct order, and it’s DoorDash's duty to deliver it to me.
Moving forward, I would appreciate more empathy and willingness from Romeo's staff to assist customers without a passive-aggressive or condescending attitude. When my order arrived today, despite my call, there were no napkins, no plates, and no garlic sauce—just the Capone sauce. I can't help but feel this was done intentionally this time. I also spoke to the so-called manager, "Aleci," when I called in for clarification."
