Primo Pizza NY Style — Restaurant in Cary

To say I'm disappointed would be the understatement of the day. While I understand that they do not have delivery drivers outside of 3rd party couriers and that certain things are out of their hands once the pizza has left the location, there is a level of accountability to be expected should something go wrong. Today we ordered delivery and I want to emphasize that we have NEVER had an issue with them in the past. However, that changed today when we received our order; when we opened the pizza box, we found that a slice of pizza was missing. Whether this was due to a restaurant oversight or the delivery person, we aren't entirely certain. We did not actually see our delivery person [they dropped the food off on our stoop, snapped a photo as proof of arrival, and promptly left before my husband even got to the door]. We did call GrubHub to report the issue and they were barely helpful with the situation outside of offering a refund [which was to be expected as it's all they really can do]. When my husband called the store, however, they stated that the dispute had to be settled through GrubHub as they had no delivery drivers and seemed incredibly dismissive about the situation on a whole. Not to be that person, but I've worked in food service for well over a decade. Cross contamination is something I take very seriously considering I live with people with dietary restrictions/sensitivities. The fact that they were so flippant when it was reported that someone had tampered with our food does not sit well with me. There should be a sense of protocol and accountability as opposed to feeling like you got little more than a shrug from the people behind the food preparation. It's this kind of attitude and treatment that loses customers. Sure, people blow up, we all have bad days and being understanding is often a means of resolution. My problem with this situation is the lack of caring - especially when the issue involved tampering with someone's...

I use to love this place for their calzones until today. I went in to get a Stromboli but I didn’t know that the special had meat and pork being one of those meats(I’m allergic). Once I was informed I asked can I get a veggie one because I’m allergic to pork and beef, I was told it was ok so I ordered it with no meat add mushrooms. I get there to pick it up it’s full of pork, I take it back in and tell him I ordered no meat he said it was his fault and tell the cooks to fix another. I’m thinking everything is cool just a little mix up until my daughter and I start to share it and she bites down on something hard, we open it up and look there’s a solid black rock like object in it matching the one she bit down on in her mouth. I called and told them what happened and the guys who answers a Hispanic male says he’s the manager but he isn’t he’s a cook. I tell him my problem and he is laughing and responded I can give you a credit on a slice of cake and continued to laugh. Not only could these ppl have harmed my child’s teeth or digestive system by putting foreign objects in our food but he was rude on top of it all. I was a loyal customer!!! All this because I’m allergic to ham that was put in my stromboli against my wishes...😡smh I’m really thinking about suing them because it...

Order pizza about once a week for pickup here, food is pretty good. We had family coming over for lunch on Saturday so we ordered delivery - directly through their website, not a third-party. Two extra large pizzas, one pepperoni, one 3-topping. Pizzas showed up with the pepperoni mangled like it got in a fight, and the 3-topping was only a 2-topping. I called to complain and their response was that "there's nothing they can do because it must have been the driver" who ruined one of my pizzas. ??? Make it make sense - I ordered through their website for delivery. Even if they contract out their drivers, the right thing to do is still be responsible for the order.

They then offered me a free one-topping pizza as a 'replacement' for missing the topping on my other pizza - IF I came back later in the week. No offer to make the right pizza for me then, or to come get the single-topping that day - no, I had to return later in the week. Have not returned for replacement pizza yet, not sure if I will.

Food is fine, customer service is abysmal, and with so many other pizza options in the area I am surprised this was the approach they took. Really bummed because we like to do weekly pizza and this place is so close...