The Wurlitzer Pizza Co., Inc. — Restaurant in City of North Tonawanda

DO NOT RECOMMEND 👎

I order from Wurlitzer a sickening amount. Like 6 times a month sometimes. I just had the most mind blowing interaction with them when I tried to order today but there's some background to this:

In the winter they messed up 2 of my pizza orders and I had to wait while I had a family get together at my house while I waited 20 minutes for them to recook both of my pizzas. The staff behind the counter in my opinion handled it unprofessionally. They then offered my messed up pizzas to the next customer for free while I sat there listening to this happen. So I let their management know about this and they offered me a credit for future which I thanked them for and said the issue was okay but I just wanted them to know. I never used/accepted that credit.

They messed up another order a couple months later around the same time where a few of us on here were getting really crispy overcooked vegan fingers. I had gotten 2 subs this day that were so bad. Like I said, I order frequently so I know what the quality is usually like. They offered me a credit for another sub in the future which I accepted and used.

*In May we ordered a vegan chicken finger pizza and they accidently gave us a non vegan finger pizza which we were seconds away from eating but it just looked way too close. So we called right away, still in their parking lot. I accepted a refund for this mistake. We made no issue out of it and thanked them. They said the refund would show up on my card in 7 days. 2 weeks went by and the credit never came through. I called 5 separate times trying to get them to fix this. A few of those times they said they took my info down and would call me and then no one would end up calling. I even talked to a manager twice and they kept saying they were taking care of it and never did. I finally called for another time last week and the manager told me they actually can't refund my card because it was from too long ago now but the next time I order I can ask for Lexi or Emily and they will have a giftcard for me or refund me with the $28 cash that they owe me. I asked them why this has been going on for over a month with no one calling me back and thanked them for the refund they were going to give me for the $28.

I just called to order and as soon as I said my name the girl asked if I could please hold. She got back on the phone about 2 minutes later and said " I'm sorry due to past issues we are no longer able to accept orders from you. Have a good day." And hung up on me.

I called back seriously shocked and they picked up, said nothing and hung up. I called again and they picked up and hung up again. I didn't get an opportunity to talk to manager about this( unless it was the manager who hung up on me) and they stole the $28 they owed me.

Every single time I've ever given them my business I have been kind. There are many other times that I've gotten poor quality food from them and just ate it anyway. Really wanted to share this because it's seriously insane. Me and my friends will no longer be giving them our business and I'll be openly...

Edit as of 3/12/19- Ok so after finally being fed up with our orders constantly being wrong, LITERALLY every time, and I am NOT exaggerating, I finally asked for the owners name so that I could speak to them. I was told to speak with Rachel. I called today and spoke to her, and basically was told that I have to either deal with the fact that they will screw up the order, or I will just have to not order from them anymore. So, instead of her making sure that her employees are doing THEIR JOB correctly, they would rather lose a customer? Hmm that is not any way to run a business in my opinion. She even had the nerve to accuse me of ordering food, eating half of it, and then getting the order replaced!! The last time we ordered which was a few days ago, my boyfriend ate a few wings while we waited AGAIN for our food to come (we waited over an hour and a half the first time). Seeing as we spent $37 on a single order of wings, mozzarella sticks and a taco, and the fact that they throw the food out anyway, he ate a few wings. She also said that half of the mozzarella sticks were gone, when I only ate half of one to see if it was edible, so either your driver ate them, or that is a lie. To accuse your customers of doing this is absolutely ridiculous!! Why on earth would I order food, just to have to call and complain and then have to wait while more food is made to replace it and wait for it to be delivered, on purpose?? What would be the point of that? What do I gain from that? So basically instead of taking responsibility for your employees, blame the customer for the CONSTANT screw ups, and lose business. I definitely wouldn't run a business this way!! I hope that people see this and think twice about ordering from a place that had absolutely no regard for their customers! She asked why would we keep ordering from them if our order was never correct. We enjoyed their food after it was corrected and done the way we originally asked! We hoped that talking to an owner would rectify the situation and cause them to actually do something about the employees screwing up orders constantly! Forgive me for hoping you would do your job! It isn't rocket science! If a customer calls and asks for no onions, you don't put onions on the sub.....pretty simple no?

Original review: This is a tough one. I REALLY like Wurlitzers food, but they are TERRIBLE about screwing up the order!! I am not even exaggerating......EVERY SINGLE TIME we order from there, they screw up our order somehow! We keep going back because they have always been nice about fixing it, and we do really like their food. I just don't understand how they can screw up orders SO MUCH. I have been meaning to call the owner during the day sometime to talk to him about this issue, because I'm sure it isn't just us dealing with it, and it is a shame that this...

Let me say, this USED to be our go to pizza place in the Northtowns. We knew about it from living in NT. We’d grab our pizza and delicious BBQ boneless chicken bites along with our ice cream, and be happily content. You can’t go wrong with both right there. Even living in Amherst now, it’d be worth it to make the drive for our Saturday night cheat meal. That is until yesterday. We knew we were going to be in the area. So we placed our order. Like most pizza places we’ve ordered from before, they have us in their system by our telephone number that pops up on their caller ID. Fast forward. We get there to pick up our order. Pay, await our food we’ve been looking forward to. Only to be told they GAVE AWAY our order. They had my husbands name on the order, and then mine in their system. So how in the world that happened, no clue. Apparently there’s no double checking. What I do know, is the young staff had absolutely no idea how to fix this. No apologies. On the contrary. It seemed to be an inconvenience to them to now have to make our order again. We’d have to wait while sitting there, another 30-45 minutes. Unacceptable!!!!! No offer to comp us. Nothing. They could care less. I asked them, “how are you going to make this right?” Nothing. That was it. We got our credit on our credit card, and left. I’m completely disappointed and disgusted at the lack of customer service. Especially since we’d been loyal customers for over 13 years. The food is still delicious, hence the one star. However, epic fail on the customer service front. Sadly, we won’t...