Broadway Pizza — Restaurant in City of Niagara Falls

UPDATE: It's unfortunate when a company cannot admit the error of their own behavior, and offers an insincere public apology that is worded as a feeble attempt to cancel out their error and place the issue on the customer, but it is telling. Even if their view had just a modicum of accuracy, I would think a customer asking a worker if someone could help after already having had to wait far too long, makes it pretty obvious that the customer is ready to place an order.

The pizza is fine, the customer service is a different story. I don't ask for much, I come to get a few slices and all I expect is the bare minimum: someone to help me when I come in and I usually got bare minimum service in the past here, even though on a scale of poor to excellent I would rate the service I received on past visits as somewhere between poor and fair, just satisfactory enough to come back, but that's changed.

During my most recent (and final) visit, I came in and noticed there was no line. I thought "great! The place is empty right now! I'll be in and out quick!", and I would've been almost any place else, but not here, not on this day. The first sign that something was up is that no one said a word to me, no one looked in my direction. After about 5 minutes as no one said a word to me and continued working as I stood at the counter silently questioning if I had unwittingly discovered the cloak of invisibility, one of the 4 people on staff passed by and I asked her if there was someone available to help me (since everyone behind the counter was ignoring me like I wasn't there, I figured I'd see if she would), but no use. What was strange is that she gestured that I should stand in a very specific spot (cue Seinfeld "Soup Nazi" episode) as if this is the reason I was being ignored for that long. Keep in mind, I'd been there a number of times before and had always been in the exact same spot every time, not that it should matter anyway, it's obvious why I'm there. As I was asking (and hadn't yet moved to the sacred spot I was gestured to mind you), one gentleman behind the counter said without even looking at me "just a minute". After I'd moved to this newly informed holy pizza ordering spot a whole 6 inches to the left, several more minutes passed as I stood there waiting for a few slices that are already cooked and sitting in the display case... the gentleman then proceeded to take another order.

Ahhh, now I got the message loud and clear, they'd rather I just left, so I did.

I won't be back. Ever.

Broadway Pizza is not going to crumble because they've lost me as a customer, they'll be fine without me. They won't lose any sleep over this, and they probably don't even care. But you see, treating customers poorly is not a sustainable business practice. Over time, once you've done it enough times to enough people you build a reputation for it and it gradually affects your bottom line. So the question they may want to ask themselves is: how many other customers will they lose and what financial impact will it have long-term if they continue to behave this way?...

I hope this review gets to somebody to think twice about going to this pizza place. I was excited to see maybe New York style food, as I am originally from the City. I was given the menu in our hotel lobby. I ordered a bacon cheeseburger, chicken parm wrap and a chicken cutlet Hero. When I called a man answered and asked what I would like. I started saying I will take a chicken cutlet with everything that it says on the menu. He put me on hold. I waited. He comes back asking you want a chicken parm. I said no chicken cutlet with what it comes with on the menu, lettuce, tomato and onion. He puts me on hold again. Comes back and asks what I would like on it. I repeat a 3rd time lettuce, tomato and the onion. Just like it says in the menu. He repeats back no onion? I repeat yes onion and extra mayo please. Then I order the bacon cheeseburger and a chicken parm wrap. I am put on hold a 3rd time. Then he comes back and says 35 min. For a cheeseburger and two sandwiches. So I make my way over. Go in and get a bill that seemed quite more expensive but figured maybe the menu at the hotel was outdated (it was). When I returned to the room I look at the receipt and was charged 2 dollars for the onions (that said on the menu was included) and for the extra mayo. I open the cheeseburger (for my 6 year old) to put ketchup on and there was RAW bacon that was still pink and cold. Also there was barely a piece of cheese and the burger was burnt and dark. After removing the bacon for the burger, I allowed my kid to eat it. Next I ate the chicken cutlet and what I paid $2 for extra mayo had none on it. I double check the receipt and it definitely said extra mayo. I was so disgusted that ended there. I just hope this review leads to friendly ears because I have gotten nothing but a horrible excuse of a pizza place. I really wish I could give no stars. If I was computer savvy I would also be attaching the image of the raw bacon that could have gotten my child sick. So...

Update: April 19, 2023

This place is still as consistent and delicious as ever, all that has happened since I originally reviewed this place is I've visited even more joints across the city, and it continues to solidify that this is hands down THE ABSOLOUTE BEST PIZZA IN AND AROUND BUFFALO! There is no rival.

Original Review:

Having been to a fair share of pizza joints here, I have to say this is definitely my favourite in Buffalo (yeah, the whole city). As many of these reviews mention, the place is a new, clean, friendly, family-owned joint where you're welcome to have a seat or grab something to go. All the menu items are about average to a bit better than average for buffalo.

I generally find myself with a cheese slices because it's just so great, 2.95 after tax. I don't usually get a drink or a second slice so I can't quote a price for that (but I think if you buy 2 you get a free pop).

My only real complaint is that they serve Pepsi (bluh!), but for such good pizza I don't mind walking over to dollar tree and grabbing a bottle for myself.

I love the Chile flakes because they actually add a kick unlike most places where they're just for decoration.

Finally, one of my biggest pet peeves when I'm here in Buffalo is the pepperoni, most places you go and get these little tiny thick pieces of pepperoni that tastes and smells bad, but here at Broadway, they have those big gorgeous thin sliced pepperoni, it won my heart, even though I don't usually eat it.

Overall fantastic. Its a 4.9/5 because of the Pepsi, but I still come by everytime I roll through the military road outlet area, you gotta try it!

Attached is a picture of my throughly enjoyed...