Abby's Legendary Pizza — Restaurant in Albany

Edit: changed from 1 star to 5 star. After this review I recieved a reply telling me to contact Abby's by email so that it can be made right. After doing so the general manager Kim gave me a call and offered make me another pizza for free. I took her up on it and the pizza I got was great. This time I got a pepperoni with extra cheese, because the biggest problem with the pizza I got a few weeks ago was seemingly made for someone lactose-intolerant. I attached the image of the pizza I got today, and you might notice it is a very handsome pizza. So thank you Kim, and the staff that made the pizza (Tammy and Kayla I think) for making it right.

I did not want to write this review because Abby's Pizza is my favorite pizza chain and I have been a regular for years. Not to this particular location but I have been a regular at the location in Dallas and I have visited several other locations.

So I got a large thin crust pepperoni, and everything about it was bad. There was nothing redeemable about this pizza. I tried so hard to enjoy it but I just could not eat more than 3 slices. For me that is not a lot, I usually chow down 7 or 8 and finish the leftovers the next day.

Abby's has been almost perfect, I have eaten a lot of abby's pizza over the years and I have only had 3 bad pizzas. The first bad pizza I got from Dallas, I was too busy to take it back and deal with it so I just took the loss. (I would still rate this place 5 stars and it has been my goto pizza place for like 15 years) My second bad pizza came from this location. In that order I got a small deep dish pepperoni, and a free mini pepperoni pizza for my birthday. The deep dish was great, but the mini was not. Complaining about a bad free mini pizza seemed ridicoulous so of course I did not bother. I understand stuff happens, so expecting any restaurant to be perfect all the time is unreasonable. However I do expect them to make it right whenever something goes wrong but unfortunately they did not. This was my third bad pizza from abby's, I tried to tell them it was a bad pizza but was just told by the manager Jacob "nothing we can do." This response managed to disappoint me more...

Update: The store manager, Kim, reached out to me after this review offering a refund. I declined this, after all we’d eaten the pizza, but I appreciated her response.

First the positives! I have ordered pizza 3 times in the past 5 months, the first order I picked up and the 2nd two orders were for delivery. The order I picked up was hot and ready on time. The pizzas I had delivered arrived within the time frame I was told to expect it and while it wasn’t hot it was warm enough. I realize that at “rush hour” it will take a bit of time to deliver in the North Albany area. The crust was well cooked and not doughy and the toppings generous. Both delivery drivers were pleasant and friendly. The con and why I won’t be ordering again. My family likes fresh tomatoes on their pizza and all 3 times I ordered 1/2 of the pizza to be a Poor Boy with fresh tomatoes. Order #1: got home, no tomatoes, I accepted partial fault at not double checking before I left. I called, spoke to Jacob, the manager, and was told I could return for them, due to the time to drive back and home I declined. I suggested that maybe a way could be set up to remind the staff to include them on pick up. Order #2: arrived, no tomatoes. The driver offered to return with them but I declined stating by the time they did that the pizza would be cold. I also called the manager and discussed this and my frustration at this was the second time. I was offered a refund and asked to give them another try, which I accepted. Order #3 was tonight, when I placed the order (with Jacob) I asked that they please include the tomatoes to which he laughed. I told him the back story of why I said that. Yep, you got it, NO tomatoes! Jacob said he’d send the driver back with them, no thanks. I get mistakes happen but 3 out of 3 tries? So, while we like the pizza we will take our business elsewhere and...

We ordered a taco pizza and a pepperoni pizza to go. Didn't look at the pizza until we arrived home (30 min away). The taco pizza was missing everything except meat and olives. We immediately called to let them know. I was treated by very poorly by the employee who answered the phone then they handed the phone off to the manager Tammy. I then had to convince her that the pizza was made wrong. No apologies. Her tone of voice was not pleasant. She made me feel like I was in the wrong for calling. After 15 min she finally agreed to let me come and get a new one the next day. When we arrived the next day, we brought our pizza fully in tact, with the receipt taped to the box. She opened the box and realized it was made wrong. Again, no apologies. After 10 min of standing there while she messed with her till, she finally agreed to make a new pizza. We waited another 40 min for our pizza. There was NOBODY sitting down eating. There was one other family who came in 20 min after us waiting on a take out order. No reason for them to take that long to make a little pizza. While we sat waiting, one employee decided to vacuum right next to us. When our pizza was finally ready, again the manager Tammy never bothered to apologize. She asked me if I wanted to look at the pizza to see if it was correct. She said she was the one who made it. Obviously she should know how to make a taco pizza since she is the manager. But it was a way for her to belittle me. Poor poor customer service. The pizza was a simple mistake. But how we were treated was awful. A simple I'm sorry was all I was hoping for. Just to admit to their mistake would have been nice. Our family will not be back. The manager needs refreshed on her...