Primo Pizza Restaurant and Bar — Restaurant in Dracut

I’m giving this review a 4 star, simply due to the fact that my fiancée and I do like this place, but it has been going down hill rapidly ever since they added on the pub. Based on my experience over the weekend, it actually deserves maybe 3 stars only because issues were rectified (some what).

We order from here at least 3x a month for takeout and/or delivery. This was the only place in the area that we have found to be consistent with food and service, rarely missing a beat. However, for the past two-three months, things have begun to go down hill. Now, neither of us enjoy complaining so we just choose to suck it up when our order is wrong or missing something. However, this weekend was unacceptable.

Ordered the village salad (pic will be included of how it came), and it was completely empty. It came with no house dressing even though we paid for extra. And it came with no bread. The dressing seen in the pic was balsamic which we had at the house thankfully. Again we ordered HOUSE and EXTRA. Now this salad only comes with peppers, cucumbers, onion, tomatoes, feta, and olives. It’s not your normal salad. But as you can see in the pic, it looks like it was either completely messed up, incorrect, or maybe someone got hungry while it was sitting there waiting for us to pick up? Unacceptable. I did call and got transferred to the manager which is fine. She had a new salad delivered to us which I attached a pic of as well of what it SHOULD HAVE LOOKED LIKE, but the manager could have been a little nicer in my opinion. First of all, maybe let your customer speak and get out all do their concerns because that wasn’t even the only thing wrong with our order, just the most messed up part. Second of all, do not tell your customer the salad is a premix because my fiancée customizes it all the time, usually with no tomatoes light feta, etc. so if it is in fact a premix, can you explain why it came…empty? Third of all, it was incredibly comical how the manager asked us to send back the salad with the deliver driver… I’m sorry but my fiancee wasn’t just going to sit there and not eat her slim pickings considering this was our dinner? If you want proof, your proof is attached to this review. I understand people scam all the time, but you can check your records. We order from you ALL THE TIME and have NEVER called to complain (though there have been plenty of times we should have!). Needless to say, the salad came as expected, pretty quickly I will add, with 1 house dressing and still no bread.

If you cannot handle having the additional influx of orders due to your pub, maybe you should have reconsidered that before moving forward. If orders continue to be messed up going forward, I will continue to complain until the day we decide we will no longer be doing business with this restaurant. For the amount of money we spend here, the service and quality we are now receiving is unacceptable. You simply cannot prioritize one part of your business (the pub) and not the other part (takeout).

I do appreciate them sending a new salad, especially having it delivered when our order was a pick up, but this should not have happened in the...

Used to be a good local spot. Recently the Penny-Pinching Owners have made changes to the menu and Rule over it like Kings. You used to be able order a Haddock Sub like every other New England shop, but now they only offer it in a bulkie roll version. No problem, they can just throw it on a sub roll like the other 20 subs, right? Apparently not, because they don't have a button for it anymore...

As I was passed off to the Manager Vesula(?), who did her best to Enforce the rules her Overbearing Bosses imposed on her, she told me that they could make me a bulkie and charge me for a sub roll, on the side, to do myself...

I told her it was a really silly way to lose business when you have all the ingredients. She told me that they cannot make exceptions, because at that point they might as well add it back to the menu. And I said, I agree, you should tell your boss that and hung up as she was finally starting to cave to get me to shut up.

So Pompous and Short-Sighted of this Owner/mgmt to lose business and be blind to the market they are in. And to instill these responses into their underlings/customer shields. Listen to your Customers or you will lose all your goodwill in this small town and go out of business! The other 1 star reviews paint an accurate picture of this establishment. And the Owner responds to each review trying to gaslight and pass blame to the customer while snarkily thanking them for feedback and doing absolutely no reflection (can't wait for mine!) [EDIT: see below for their non-reply reply. They said they read it and it doesn't deserve a response, but they probably didn't read it and DID give it a response, lol!]. This is apparent by the trend of poor reviews since the opening of your Pub.

You are not Chef Primo in the NorthEnd, you WERE a decent pizza joint in Dracut, but if you alienate Loyal Local customers, you WILL close. Maybe take one less week at your Lake House this summer, and reverse the Shrinkflation you did to your menu. Losing your Business would probably cost you the...

Used to love this place, when it was a little hole in the wall, and was my families' go to for delivery. Since they've opened up their new place...ALMOST EVERY SINGLE ORDER HAS BEEN SCREWED UP!! Tonight, the newest screw-up, I placed a small order for delivery...for my son a small sub with ham, bacon, American Cheese, and lettuce...Dry so you would think no mayo or condiments....for my Mother in law a small steak & cheese plain (AGAIN NO CONDIMENTS) and toasted...and a small Cajun French fry. Needless to say...provolone cheese and a BOAT LOAD of mayo on the ham and cheese...a non-toasted steak & cheese with MORE BOAT LOADS OF mayo!! The small Cajun fry was the only thing correct!! Had been using them less and less and tonight was the last time!! Wish I could post pics of the receipt and the pics of the order. My Mom in law ate her's bc she was starving...I took apart my 12 year old sons sandwich...cleaned off the mayo and provolone cheese and moved it to two pieces of wonder bread. Also have tried calling and always get a hold on...to wait and wait and wait...FYI didn't bother to call tonight bc I am t...