Spinners Pizza & Pub — Restaurant in City of Albany

I am somewhat of a regular at Spinners, I live close by, their food is good and convenient but the one thing they lack is prompt dine-in/carry out customer service. Usually I would rate their prompt customer service as a 3 out of 5 but today was an awful experience. (Sorry for the long review)

Today I went in and there was 1 person in line around 2pm. (On Google by the way it says at this time of day there is "no wait" lol) Anyway, I proceed to look over their slices of the day and asked the girl for 2 slices. She rang me up and charged me. Then helped 2 people after me. So I sat down to wait and realized she has yet to put my slices in, but the next 2 customers asked for slices and she put theirs in immediately. 10-15 minutes go by and still waiting. Then the 2 customers that got there after me got their slices. Then the manager asked the girl to go to the bank. 5 more minutes go by and I walk up while the manager is on the phone with a customer. She then asks if I need something. When I said I was wondering how much longer for my 2 slices she asked what I got and looked in the oven and saw it was empty. But the manager said "sorry she probably forgot cause I sent her to the bank." I just smiled. What I wanted to say was "no it wasn't cause she went to the bank. She helped the 2 people after me and never put my slices in. You just asked her to go to the bank 5 minutes ago, I've been here for 20 minutes." But I didn't, I bit my tongue and smiled. I didn't want to make a scene so I got my pizza and left.

Like I said, normally my dine in experience is adequate at best. Not cause of the food or anything, just lack of prompt customer service. Normally my wait is 8-10 minutes for 2 slices but today was over the top. And I NEVER...

Ordered two subs, mozzarella sticks, a salad, and a large pizza for take out. Was told order would be ready in 20 min. After waiting 30 minutes, staff came out to inform me that they don't have bread for the subs and they will give me the sandwich on a roll instead and "credit my account". A) I don't have an account, b) a roll is 1/4 the size of a hoagie. I declined and asked for a refund. Waited another 20 minutes, no food. Only after complaining and demanding a refund so I can just leave, did they bring out food: cold pizza, a warm sad looking salad, cold mozzarella sticks, and what looks like an attempt to put meat of some sort on a roll sitting on a pile of chips to take up the space of where the rest of the sandwich should've been.

Only positive thing of this experience was the full refund they reluctantly provided.

Only reason I came here is to support the local school. Now the school gets no money, I wasted an hour of my life, and had only barely edible food to bring home to my family.

The staff seems very disorganized. Kitchen should be aware of what items on the menu are out of stock and let the staff taking order know. You certainly shouldn't take 30 minutes (when you promised 20) to let a customer know that you can't fulfill their order. And given the temperature of the food, it seems that it was sitting out for some time. My kids asked "why is this pizza so chewy"--it was overcooked then left to go cold....

We hosted a large birthday party in the new room. We had not only vegetarians but also lots of issues with super low salt diets and those that "just don't like mushrooms and eggplants" etc. etc. Jay, the chef, was BEYOND patient and all the food was fantastic. He even made 3 levels of Chicken Marsala (full salt, low salt and no salt by using two different kinds of Marsala wine). Oh, and the Eggplant Parmesan was amazing. I suspect we are one of those customers that generate kitchen nightmares.

Sabrina was fantastic about ideas to accommodate everyone. We had the brunch as well for extra options. Its important to note that many other restaurants charge a $2 cake cutting fee for each guest if you bring in a cake. Spinners does not, they only ask that you provide your own disposable plates. This place has lots of good off street parking which helped since some guests used wheelchairs.

The bar drinks were as well priced as the food. Briana was the perfect hostess and made sure everyone got what they ordered and the food came out in good time. The staff was uniformly cheerful and eager to assist.

If Jay has not blacklisted us we will certainly be back for...