New York Pizza and Pints IV — Restaurant in Frisco

Wow, these guys take bad customer service to a whole different level where they even blame kitchen accidents on the customer (unfortunately in this case, me!) The lady at the front (Maria) is super rude and the other lady in the kitchen (Diana) is even more rude! I ordered online at 6:15 pm and was informed via email that the food would be ready for pickup at 6:45 pm. I went there at 6:45 pm and was told that the food won’t be available for another 15 minutes. When I expressed surprise, Maria said in a rude way that’s the way it is and asked if I wanted to cancel my order. When I said I didn’t want to, she brought in this other lady from the kitchen (Diana) who insisted I cancel my order and said “bye, have a good day” in a condescending manner. When I asked for a refund, she said she cannot do the refund and said she would do it “later”. Based on her attitude, I said I didn’t trust her to do it and she asked me “do you want the food or not?”. Then the cook next to her drops the food and she turns to me and says “see… he dropped your order and burned himself all because of you”. Really? Because of me?? That is both incredulous and vindictive! It happened right in front of me and it happened because the guy dropped it - it was an honest mistake on his part and he did not “burn himself”. But Diana has the gall to look at me in the eye and blame me for it. Unbelievable! But whatever helps her sleep at night, I guess. People like Maria and Diana shouldn’t be talking to customers at all. They have no service ethos, training or common sense whatsoever! This is a new location close to my house and this wasn’t my first visit (previous visits were ok) but will certainly be my last!

Update on Dec 12th: I saw a response from the owner that I’m an “out of control customer”. While it’s easy for me to chuckle and forget that this place even exists (since their reply beautifully sums up who is truly “out of control”), it is also unfortunate that business owners like this one often take customers (and likely, their employees) for granted and berate them. Reviews can often be an opportunity for introspection and understanding how a customer was treated and how he/she felt about it. Perhaps such a situation can be handled differently in the future; perhaps there’s a training opportunity here - something that can be learnt by the owner and passed on to his/her employees. For their own sake, I hope this business owner reaches that level of maturity and understanding soon. If not, I can see him/her working as a pan scrubber at another pizza place that treats their...

Decent pizza, but my family and I cannot support horrid business practice. We've been twice over the past month-and-a-half and both times the act of just getting the pizza has been anything but positive.

The first time was an order over the phone. Were told the pizza would be ready in 20 minutes after that at 6:15. Arrived to pick it up at 6:15 and were told that the pizza was just going in. Ended up in the store an extra 20-30 minutes while the pizza was cooked and prepared which is apparently what happens when you arrive when the pizza is supposed to be ready.

The second time, tonight, was even worse. We ordered online tonight, through Slice which is a provided ordering method on their website. Showed up at the designated time, and again there was no pizza. We were told the order hadn't been received, but after confronting them with the emailed receipt from the online order, they were suddenly able to find the order. This apparently happened to someone else also in the store at the same time. Seems more likely they weren't checking the online orders they were getting. So then there was a wait for the pizza to be cooked as it obviously had not been prepared at all, about 10-15 minutes after it was supposed to be ready now. After waiting 20-30 minutes, one pizza was presented for an order that was supposed to have two pizzas - one cheese and one pepperoni. Now they somehow couldn't find the order again, despite having already been shown the paid receipt and having "found" it before. They refused to make the second pizza that was supposed to have been ready about 50 minutes earlier at this point, and we weren't going to wait for one pizza to be made anyway as the one they did make would have been stone cold. Didn't even let us take the pizza they made for our order, but at least we got a refund.

Honestly, it doesn't matter how the pizza here tastes. The service and business practices are absolute garbage. Don't waste your time here when you can get pizza that tastes as good or better at a different establishment that will at least try to respect your time for the money you give them. We give second chances, but this store has wasted it. We...

Went tonight 03/21/24. My wife and daughter had arrived slightly before me and put in our order of 1 slice of cheese, 1 pepperoni, 12 garlic wings. After arriving and sitting with the family, an employee walks up to my wife at the table with a receipt and tells her, as he points at the receipt, “the wings are not there”. Confused, we look at each other and then back at him. He repeats, “the wings are not there.” “Oh, you don’t have any wings”, I say. He says, “yes” and just stares at us. “Okay”, the wife says, “let me look at the menu again and choose something else.” She settles on a meatball sandwich. 25 minutes later, no sandwich and mind you, we have been sitting in the restaurant ALONE. I go to the counter to ask where it is and a guy in the kitchen asks if I’m there for carry out. I’ve been sitting in the dining room for 45 minutes! Then, the employee that took my wife’s order, told us “the wings were not there”, looks at me as if he has never seen me and asks if he can help! I say, “yeah! We ordered the meatball sandwich 30 minutes ago! Where is it!?” They stare at me blankly so I yell at my wife across the room, “you ain’t gettin that sandwich! Just get a refund!” Then the 2 guys hustle in the back and come out with the sandwich. The guy that took my wife’s order said, “sorry…we thought it was for carry out”. Yes, that’s right the employee that physically spoke to my wife MULTIPLE times, after letting her order wings that they didn’t have, selecting a different menu item FROM HIM, seeing us in the dining room for 45 MINUTES, he packs it up as a carry out order for SOMEONE ELSE! And on top of all that after my wife ordered a fountain drink she told, “no ice.” Sorry for the rant.

TLDR: This place used to be decent....