Perri's Pizzeria — Restaurant in City of Rochester

This review is location specific and not representative of the franchise. Perri's Pizza as a whole have always had great food and service. That being said let's start with the order. Decided to try Door Dash for the first time (big mistake). I ordered a calzone with a free side of garlic parm sauce and 2 extra sides of pizza sauce for $1.70 additional cost. The food was delivered in a timely fashion. As I opened the calzone box I immediately noticed there was no pizza sauce (which I paid extra for). Pretty much anyone thats ever eaten a calzone can tell you that without pizza sauce a calzone is ruined. So as I'm eating my charred on the outside bland calzone with no pizza sauce I rip off a piece of the thick crust and I get a hand full of raw sticky stretchy pizza dough. I think maybe its cheese so I start pulling the whole thing apart and across the whole calzone is raw stretchy doughy pizza dough. So I call the store at 8:56 simply to inform them of their mistake. The phone picks up and I'm greeted with "Hi, we're closed".....they close at 9:00 by the way. So, I inform the young lady im not calling to order anything I just wanted to let them know of my raw calzone and missing sauce that I paid for and she says "oh, let me get my manager". The same young lady then returns a few moments later and says "yea, you're going to have to call door dash and get a refund through them cause one it was ordered though door dash, and two we're closed". Thats word for word I swear I'm not making this up. So not only did they serve me a raw dough calzone, with missing paid for items, but the manager couldn't even be bothered to pick up the phone and apologize for the terrible experience. All in all door dash apologized for Perri's mistake and refunded the meal, however I was still stuck paying a delivery charge and tip for this sad excuse of a dinner. Very sad considering I've met Mike on multiple occasions and I know this is never how he would allow one of his stores to be run. The one star is for the 20oz Dr. Pepper which was the only pleasant part of...

I debated about writing this review for a couple reasons, I know with covid-19 a lot of restaurants have had problems staying afloat. Also because I had many years of satisfaction with this pizzeria.

I didn't have a complaint until June 2020. I placed an order that I wasn't satisfied with. I reached out directly via telephone calls and an email on their website. I returned my order back to the store, not eaten. I was looking for a compromise about my order but I was told no, they wouldn't remake it. So I left both pizzas on the counter and went home and contacted my bank requesting a charge back. I was frustrated and the store wasn't willing to work with me. At that point I just wanted a refund I didn't keep the pizzas. I ended up going to a different location a few days later and talked fo the owner Mike, I explained to him about my complaint. He said he would look into it and get back to me, he kept his word. He called me a couple days later and said he would give me a free sheet pizza whenever I came in. That was fine I appreciated him listening to my issues and trying to attempt to resolve it. I never tried to get the free pizza my bank gave my money back and the owner acknowledged my concerns I was good wirh that. Only to find out Perri's did a reversal on the charge back I requested from my bank. I requested d the charge back on 6/14/20 they waited until 8/17/20 to do the reversal a whole 2 months (i included a screen shot). I felt like it was sneaky and shady. Then to top it off I'm not allowed to order from them again because I did a chargeback that they ended up getting the money from anyway. I tried to contact Mike again to no avail, left a message for him. While $55 may not be a lot it was my money and I got nothing to show for it. Perri got back their food...

Stopped in to grab a slice on my way home from work. New location looked great with nice brand decor. Evective at masking total customer service failure. Service and atmosphere... consistently lacking as is the perris pizza brand way.

My experience:

Phone girl took my order and was very pleasant during the interaction. I asked for a slice cut in half with a side of blue cheese.

After placing my order and paying I waited almost 15 minutes for my food to be ready...

I observed all employees present having relaxed casual social talk with little awareness towards customers waiting inside the store. I was asked by 3 different employees if I needed anything and told them my order and that I was waiting.... (none of them checked on the slice.

The girl who originally took my order realized no one was doing ther job correctly and had to Interup her conversation with a coworker to correct the incompitence. She obtained the slice and handed it to me while contining to share a story with her coworker.

The slice I received was undercooked. (Even after a reheat in an oven) it was not sliced in half as requested and I did not recieve the blue cheese I was charged for....

Perris you are an awful representation of customer service. Your huge slice is not valuable enough to compensate for atrocious customer service. No management visable or functioning..... You have lost a customer with your behavior...

Others Beware. Vote with your...