Bella Pizza — Restaurant in City of Lackawanna

Born and raised in Buffalo, this experience really blew my mind. I have lived outside Philly for almost 10 years now and I'm visiting family in Buffalo. We have always ordered from this location. Well tonight we tried to call in an order. We were told to wait after giving our number and handed over to someone else. After giving THEM our number we were told we were "blacklisted". I have never even heard of this but when asking them to explain they told us this happens when someone is rude or uses foul language in their restaurant. I can confidently say this never happened and it would not happen when we have been patrons for literal years. The interesting part was when we asked to be taken off this black list we were told only a manager could do this and they are no there.... on a Friday night. Sadly I think we were told this because it was 15 minutes until closing and we have an area code that is from out of state. I'm extremely disappointed this happened especially being falsely accused. Perhaps just saying you aren't taking orders 15 minutes before closing would of been better because instead of just being disappointed we are going to share this experience with others and no longer patronize Bella including those we know in the area. I fully understand and respect small business making and having a choice in who they serve but to do it this way was extreme. Had we simply came in and ordered then we aren't black listed? 🤣 We were only black listed because we called and were going to pick it up then. I suggest management be present...

I ordered a package. A large large cheese of pepperoni pizza extremely well done. Along with that I ordered 20 wings extra extra crispy. With medium sauce. They told me 20 minutes. I got there in 15 minutes. My order was done I paid for it Went out got in my truck opened up the wings and touched them. They were very busy. So I called the store from my vehicle. The young man on the phone said we put them in for 20 minutes. That’s when they’re extra crispy. I explained to him That they told me 20 minutes and I live around the corner and got there early within 15 minutes of making my phone call the order was done. He hung up on me. I brought the wings in told the girl behind the counter. She said yes he told me. He said he put them in for 20 minutes. She said do you want me to make you new ones or give you your money back. I took my money back. No customer service at all. Not to apologize to make things right nothing. It was my fault for trying to save a little money. I should have just went to imperial Pizza. Bella should be ashamed to employee people like this. You hang up on a customer you don’t make things right when you go in and you’re charging top dollar for everything. Shameful. I would never step a foot into any Bella pizza ever again. They should go to imperial Pizza. Abbott pizza. Ninos. in so many other places that take pride in her food very sad. Maybe they should hire a manager to oversee things like this. Hanging up on a customer either right or wrong is horrible. But they still tell us to do this day. let’s look out for our...

I picked up a pizza and brought it home to find it was badly burnt. I am not a picky person, but I could not believe whomever made this pizza thought it was okay to put it in a box to give to a customer. The cheese was totally burnt and the pepperoni's were charcoal! But accidents happen and I could have overlooked that. The way I was treated when I called in I cannot.

So I call and ask for a manager, the kid on the other end just says "yeah". I ask if he is a manager and he again just says "yeah" I ask him his name and he said he is Ryan. I tell him about my pizza and he says "okay let me talk to the manager" !!!

So Zack the apparent manager gets on the line and I tell him what happened incl his employee impersonating a manager and he acted like I was some huge inconvenience for him. He did not apologize on behalf of the pizzeria he just coldly tells me their policy is to exchange the pizza or give half of the next pizza. I told him I did not have time to have them make me a new pizza now and deliver it so he just said "well looks like you pick the half off then" I told him him I have to throw out this pizza and for my trouble I get half off another??? He sd "well just keep that pizza at your house till tomorrow and we will pick it up then"!!!

I'm glad this incident happened so I now know how Bella treats their loyal customers.

Which I can no longer be...