Petrillo's Pizza — Restaurant in Glendora

[Updating review]

Michael L, the manager, ended up calling my mom the night of the incident (yesterday) and expressing that such customer service is not customary or tolerated at their location. I'm glad to hear that his conversation with my mom made things right. Hopefully the service worker takes this as a learning moment on communication.

Michael handled the situation perfectly, glad to get such good faith response on this incident. 👏🏼

[Previous review] Rating on service only. Came here with my mom to pick up an order. My mom made an order at 11am for pickup and she was told it would be ready by 2:30PM.

We arrived at 2:25PM, my mom paid and one of the female service workers (long black hair in a ponytail) said the order was not ready yet. I saw the whole conversation and the service worker said she would bring the order out to the car when it was ready, so then my mom specifically told her which car we were in and where we were parked (handicapped spot, my mom has a placard).

We waited in the car. My mom went back in at 2:35PM and it still wasn't ready.

At 2:45PM another CUSTOMER came outside and told us they were calling out a name, letting us know it might be our order.

I went inside to pick it up.

When I grabbed the items and order, I told the ponytail service worker, "just to let you know, you said you were going to bring it out to the car so that's why we were waiting outside. "

"I never said those words," she replied.

"What? I was there. I heard and saw you say that to my mom, that's why she told you what car we were in." I replied.

She started to be rude and began to argue with me, attempting to talk over me and raise her voice while I incredulously shook my head and told her, "Look, idk if you have a camera in here or not, but if you do and play it back, you'll hear the entire conversation." I was not raising my voice or being rude.

I was simply trying to just give her a heads up and clarify why we didn't wait INSIDE because of HER DIRECTIONS. She CONTINUED to have a horrible attitude, dismissively raising her voice, and saying "Have a good day!" extremely rudely and walking away.

I walked out and briefly told my mom how the ponytail worker was lying and stating she never said she'd take the order out to the car.

My mom ended up going inside as I placed the order in the car, and the worker STILL was rude, argumentative, unprofessional and confrontational. My mom left her number with the blonde service worker, who was being nice and professional, so that the manager could call my mom about this incident.

I am LIVID. Pizza is good, but after this experience I'd rather spend my money elsewhere. Ridiculous service worker and...

Updated Review: As you can see by my previous review that this restaurant has been a part of my family for decades. We have stood by them through moves and price hikes, etc. We moved a few years ago and since COVID it has been much harder to make it out here for pizza on a regular basis. This year alone our pizza order went from $87 in June, to $117 on NYE. No changes on our end. Tonight's pizza toppings are laughable, if it hadn't already taken ~2hours to get the pizzas (the drive and then the wait) and will take another 45 mins to get home. I would have had them remake these pizzas. I am attaching pictures of our June pizzas and tonight's for comparison of what it used to be to what it is now but the jump of $30 and down to 1/3 the toppings, barely half of what the thick crust used to be, paired with the drive ... I have to ask is it worth it? And that breaks my heart. 42 years I personally have been getting Petrillo's pizza (and their amazing chicken Parm). During COVID we made the trek several times, waited hours in line and I excused the declining consistentcy because of the situation. I even have been willing to excuse the lack of service etiquette from the new employees, they are young and have had their social training impacted by the last few years. But tonight there was no excuse. There was no line despite being busy. There were two people who came in that their orders had been lost. I drug my husband out on his one day off this week for this special treat only to have to walk away with disappointing pizzas that were a whole family meal more expensive than we were expecting. I don't know if or when we will be back at this point.

The first photo is from June '23, the next is from tonight (NYE ’23).

Prior Review: Look no further than the pictures of how long people are willing to wait for food on busy days. My family have been patrons of the San Gabriel and then the Glendora restaurant since it opened in 1954. The...

Parents decided to drive the 40mins to get to-go dinner for the family. My dad had looked up the menu and pricings off a website Petrillo's knows about and other customers view regularly. They ordered a la carte items over the phone and everything seemed fine. However after arriving my parents discovered that they were charging the full dinner price no matter what for the a la carte items you ordered and they weren't going to include the soups or bread either. When my parents argued and brought up the website the staff said "We don't manage or affiliate with that website but its not like it bothers us anyway."

It wasn't until my parents argued that if they were going to be charged for the full dinner price then they want the full meal. The staff member said "Well if you wanted that then you should have specified" and reluctantly included the soups and bread with the dinner meals. There was nothing at all on the board menu stating that a la carte orders would be charged as a full dinner in price. My parents warned another customer outside and they had ordered a la carte as well so hopefully they weren't tricked into paying the full dinner price too.

My family has been coming here for years even when we have to drive a lot farther to get there. I don't think we will be returning again anywhere in the future. It seems the business is doing well enough during the pandemic which could be why they have an "I don't care" attitude about how they conduct business. We've been trying to go to the family owned restaurants to help support them but I don't believe they need or even want our support. We'll be happy to support other more deserving family...