Donato's Restaurant & Pizzeria — Restaurant in New York

I'll preface this review that my partner and I have gone to Donato's a few times and have never had a problem. However, last weekend will go down as the worst service I've ever experienced in my life. Both of us decided to have pizza. I asked my server if I could build a pizza and he said no problem. I asked for pesto, mozzarella and gorgonzola. The pizza took longer than normal and people who arrived after us were getting their food before us. When I asked what happened on of the managers basically informed me that they had a lot of deliveries. I let that go. Well the pizzas finally came. My partners was fine, but my came with olives, peppers, and gorgonzola, and pesto. When I mentioned that wasn't what I ordered he said "the pesto pizza comes with olives" First of all , Im allergic to olives so I know I wouldn't order something like that. Second, he did just the opposite of what he said was possible. So they make another pizza. We never saw the server again. He managed to walk past our table many times to check on other tables. We sat with empty water glasses for about 15 min. We finally got some water from someone else. The server then had the audacity to take my empty wine glass off the table and didn't say a word to us. My partner pulled his wallet out to get the bill. The waiter still ignored us, so I decided to pull my phone out and actually time how long this would go on. After 25 min and 31 he finally came to the table to ask if we wanted anything else. I asked if he was joking, and mentioned that he never checked on us. He said, " I know because I was ashamed bc you guys told the manager." We actually didn't call the manager over. He was walking past our table when he saw that my order was incorrect. After the server then told us "well you would be mad if I brought the check or if I didn't bring it" we decided to pay up front. My partner went to the front while I was packing up. At that point the server called us "stupid". I couldn't believe he said that an earshot away. We refused to pay. If I were you I would avoid this place like the plague. It's a shame bc the other servers have been fine, but I'll never go...

I knew the C on the window was a red flag which is rare to see in any NYC restaurant establishments, even B's are rare. Usually only eat when there is an A letter grade. Its when I looked on the NYC department of health's website for restaurant letter grades which lists all restaurants inspection reports that made me realize i would never eat at this establishment again. Here is their most recent health inspection report which earned the C letter grade. Nice looking place with an old time Italian feel to it and a friendly staff, however no excuse for these conditions.

1. Evidence of mice or live mice in establishment's food or non-food areas.
2. Live roaches in facility's food or non-food area.
3. Food contact surface not properly washed, rinsed and sanitized after each use and following any activity when contamination may have occurred.
4. Filth flies or food/refuse/sewage associated with (FRSA) flies or other nuisance pests in establishment’s food and/or non-food areas. FRSA flies include house flies, blow flies, bottle flies, flesh flies, drain flies, Phorid flies and fruit flies.
5. Cold TCS food item held above 41 °F; smoked or processed fish held above 38 °F; intact raw eggs held above 45 °F; or reduced oxygen packaged (ROP) TCS foods held above required temperatures except during active necessary preparation.
6. Food, supplies, and equipment not protected from potential source of contamination during storage, preparation, transportation, display or service.
7. Raw, cooked or prepared food is adulterated, contaminated, cross-contaminated, or not discarded in accordance with HACCP plan.
8. Anti-siphonage or back-flow prevention device not provided where required; equipment or floor not properly drained; sewage disposal system in disrepair or not functioning properly. Condensation or liquid waste improperly disposed of.
9. Establishment is not free of harborage or conditions conducive to rodents, insects or...

HORRIBLE SERVICE. So we ordered a personal pizza, an order or garlic knots, pepperoni knots and a sandwich on grubhub. We received COLD AND INCORRECT food after 1 hour 30 minutes. I called the pizzeria and the man was extremely rude . First a woman picked up and we told her what was going on. She randomly transferred us to a guy with a accent ( I'm guessing the manager ). We explained how long we waited for delivery and how our food was cold and missing the sandwich we ordered . The total cost was 33$, for this mess ?!!! My gf and I were so polite on the phone , basically asking for our real order and hot food. The man rudely said there's nothing we can do give me your number Ill call you back when we have time. It's New Year's Day and we are busy. Excuse me ?! I asked how long he would take to call me back and he said 2 hours. As I'm talking he hung up. He literally hung up on ME. My gf said that was enough and we drove out of our way to go to the establishment for answers. All of a sudden the same man I spoke on the phone with told us that wasn't him on the phone and he was very busy . I got my refund and left. This is disgusting !!! Customer service was terrible , I don't understand how you can tell me there's nothing you can do about 33$ worth of food and hang up on anyone. This is MONEY , you cannot hang up on someone who PAID for food and didn't receive all of it . Avoid this pizza place . I will be making many phone calls about what I experienced....