Pizza Factory — Restaurant in California

So I have tried this place 3 times now. the last 2 times have been excellent, from service, timing and great pizza! Since we lost Round Table I was nervous, but this place has renewed my faith! they obviously got better with their timing based on previous reviews. but the last 2 times, I didn't have that issue. The only 2 things I wish they would do is one deliver, and two, separate line for over phone orders. cuz you could be waiting in a long line for your pizza and it's sitting there. Since they don't take over phone payments, which that would be great too, but that part needs to be looked into. l was there with some friends placing a order frog jumps weekend and there was a long line and we were taking a while to decide on our beer flights, I noticed a senior citizen patiently waiting to just pick up n pay for his pizza. But overall this place is great!

update:

so tonight I called in a pick order... Let's start with the cashier. she is friendly, but I think she must be new. I was told it would be 20min. I arrived at 20 min. I waited an additional min. During that 10 minutes, I saw a few unhappy customers and some somewhat questionable customer service. first, I saw a dine in customer complain, he didn't get sauce on his order. then I overheard a customer call in and ask about the delivery status. the cashier ran to another employee and immediately hand her the phone. the associate said "oh I see you requested pick up" well, OK we can change that to delivery" I'm guessing customer asked how long the pizza was sitting, associate says " we can make a new pizza", as she rolled her eyes to another employee. As I'm sitting here seeing all of this, I realized I'm still waiting for my pizza. I checked on the status, and it had been sitting there! I was thinking " wow, good thing I asked! On the flip side, my pizza was amazing! but I hope the c/s gets improved. I have high hopes...

We always try to patronize a new business in our area.

We went here early on and the service was really bad and the pizza was not so good either and the salad bar looked disgusting/stale food.

BUT- We always understand that there are kinks to work out when opening a new business. We keep hearing bad things about this place but decided to try again and ordered a pizza for delivery.

First they told us they did not deliver to our area. Then we asked them to double check, since the person answering sounded like a kid. Then they asked and were told they DO deliver to us.

We were told the pizza would arrive about 8pm....that was a little over an hour, but that was OK. About 9pm (an hour late) we still had not heard anything. We called and they said the delivery guy just left and would be here in about 5 minutes. Well about 9:30 we still had not heard anything.

We called again, and then they told us that they forgot to tell the driver and that he already went home. Mind you that NO ONE contacted us about any of this...we had to keep calling.

Then they apologized and said they would comp us a FREE pizza later, and to just call in.

We called in to get our free pizza, my husband told them it was comped, and they said OK and took our info again..... and then they called back and now told us they won't give us a free pizza and we have to pay for it.

After reading the reviews here now, I am seeing that we are not the only ones that have had poor service at this place.

They should have had the kinks worked out by now, and to flat out NOT honor an offer they made to make up for a mistake/poor service on their part, WOW! I wish ROUND TABLE was back! Not sure how this place is going to make it based on reading many other reviews, and with our experience ;-(

Not going back there...

I placed an online order at 3:00pm with a scheduled pickup for 6:30pm. It was the first time we tried this place. Paid online in full.

I arrived at 6:29 to check in and pikc up the order. The employee found the order in the system and said "I'll check on that right now." She went to the prep area. I then stood next to the counter where orders come out. Little did I know I would be standing there literally for 35 minutes while order after order came out, but not mine. Mine came out at 7:05pm.

It was a busy Saturday night on a holiday weekend and I understand places can get backed up. However, I had scheduled this order hours before. Yet, it is evident they didn't start preparing the order until after I had arrived. It is utter incompetence and complete disregard for the customer to have failed to start this order until after the scheduled pickup time, particularly when it was placed hours before.

I was not a squeaky wheel at the restaurant other than checking on the status once during the 35 minutes (they told me "it will be out shortly).

When I received the two pizzas at 7:05pm, I stated evenly to the staff person (the portly young female), that these were supposed to be ready at 6:30pm. She grunted in acknowledgment and walked away.

The pizza is OK. Good quality toppings; marginal crust. However, due to the poor service and incompetent staff, I'll never be back despite the limited options in Arnold, CA. I value my time; this...