Pane's Restaurant — Restaurant in City of North Tonawanda

Terrible service, terrible food. The second star because they did at least attempt to fix the situation. We went in on an average Tuesday, they weren't busy. Our waitress was obviously wishing she were somewhere else. Husband ordered a Rueben, I had the California avocado panini. I ordered a baked potato and a side of broccoli for my daughter. They did bring the potato and broccoli out first, but the broccoli was essentially Raw. I understand Al Dente, this was not al dente. I sent it back the first time, it came out a second time and still was not done right. When I finally flagged our waitress down, I sent it back a third time, and also asked where our food was. At this point we have been waiting nearly 30 minutes, and had nothing. She sent over someone who is supposed to be over her, and that person just kind of apologized and said it would be right out. Nearly 10 minutes later our food was still not out, and this time I am assuming the head manager came over, and said that the food would be right out. She said, I'm not even going to lie, the tickets been in the kitchen for over 30 minutes. They kept saying that the Reuben was the thing that was holding everything up. The manager tried to offer dessert as an appeasement for the terrible service and the excessive weight. Neither one of us cared for dessert, and she offered to take off one of our entrees. When the food finally did come out after nearly 50 minutes, it was quite obvious that the Reuben hadn't held everything up, but just haven't been made until recently. My food, had been made probably when the ticket first went in. It was dried out hot from being under the flood lamp and completely disgusting. I picked apart some of it. Dining with a baby, who has to wait for food, made the baby rather cranky. By the time our food was served, she had had enough and was just ready to go. We tried to find our waitress again to get the check, but she was again nowhere in sight. I took the baby and left, leaving my husband to settle the bill. This should not have been a simple offering dessert, or taking off one entree. This was terrible service, an inexcusable wait, poorly cooked food, and I will not...

We have been going to Panes for years and I have to say the service has dropped to a new low. We ordered tortellini and received only a partial order of 8 small tortellini after waiting almost 40 minutes for it to arrive. Not wanting to complain we just laughed and ate our meals and as we were waiting for our bill the waitress came and brought it along with a whole plate of tortellini and said "your last plate was only a partial plate" lol, I just laughed and said I am full as I had to fill up on bread, thank you anyway. My wife asked her to box it up and we would take it home, so she took it in back and returned with the pasta splattered into what my wife referred to as a box 5 times to large gor the small bowl of pasta, we only realized how it was slopped into the bowl because we had a piece of bread left in the basket I was going to slide in with the pasta, but because of how the sauce was splattered all over the entire extra large box that would not be possible. It truly looked like the box had been shaken before it was brought out to us, or maybe dropped? We promptly paid the bill, not being comped for the meal or even asking for it, but was shocked that they hadn't suggested it or done it themselves. I paid my approx $50 tab for two plates of pasta, two glasses of wine which was gone long before our meals came and we're never asked if we would like something else to drink, not even water. We left the disgusting box and vowed sadly to never return to Panes again. Note, we had breakfast there 3 times in the last year and the service was terrible everytime as well, slow, wrong orders. There is a distinct difference in the quality of the restaurant and service since the matriarch passed away. They also own the grapevine restaurant now and we also loved that restaurant for many years and had already stopped going there because the quality of food has dropped there as well, although we did have good service there. For years I have giving dinner movie gift certificates to couples for grapevine restaurant but have actually been asked by my daughter to not do that anymore because she "doesn't like the food...

POOR CUSTOMER SERVICE AT PANE’s:

Ordered our usual meal from Pane’s that included Rigatoni Parm via UberEats. When I received my order, the rigatoni parm was swimming in sauce and there was no cheese. We had selected no cheese as an option and for the sauce to be on the side. Somewhere in the communication between my ordering and the restaurant, it was incorrect. On a normal situation, there isn’t even this much sauce on the meal so the restaurant sent out a low quality meal. Well the other part of my order was correct. So i called the restaurant to see if they could remake the rigatoni parm and I could pick it up. They absolutely REFUSED to help me and told me to contact UberEats and that it isn’t their problem to fix it until then because they lose money that way. The girl got a manager on the phone and she also refused to remedy the situation. I explained to her that I had no problem contacting UberEats but that the order is wrong regardless and that it isn’t fair that this person who ordered this meal will now have to wait for the remedy which could take an hour at least. She told me that it’s my only option and that they won’t fix it otherwise. She told me that next time I should have just contacted the restaurant directly to order. She then put me on hold and the call disconnected. I called back and she said that she spoke with the OWNER who also would not remedy the situation and told me to contact UberEats. I am extremely disappointed with this establishment and it WAS one of my favorite places to order takeout from. The lack of empathy and accountability is quite alarming. Please know you lost customers who enjoyed ordering from here.

**edited to add: contacted UberEats to get order fixed and there is no way to call them. Had to input in app and they will “contact...