The Pie Pizzeria - Ogden — Restaurant in Ogden

There's no denying the fact that they have awesome food. Every year my family returns to visit and we always have at least one day, if not more, where The Pie is our dinner for multiple people. The sauce, cheese and dough are simply perfect. The issue with this establishment is that their ability to manage their employees and their orders is absolutely horrendous. We called in an order and were told it would be 20 - 25 minutes. We drove over not long after and arrived 22 minutes after hanging up. The cashier found the order, we paid and were told that the order wasn't quite ready, but would be up in a few minutes. No problem. We took a seat and waited. 5 minutes went by. 10 minutes went by. 15 minutes went by and I decided to go check on the order. While I was waiting, another customer was complaining that their dine-in pizza they had ordered over 30 minutes ago was still not out. The cashier very awkwardly stared, shrugged and said he could try and get a manager. The manager then came and asked what the problem was. After listening, his response was "oh man, yeah, that sucks." It was the most unenthusiastic and least apologetic response I had ever heard. The manager then stated that he could compensate them a pizza for next time, but fumbled over the fact that this large group still had no idea if there pizza was ever going to come. She eventually went back to the table, frustrated and just wanting to feed a very large, hungry gathering. I had a similar conversation with the manager where I tried to explain that it's not a problem to tell customers what a realistic time window would be and that it's poor management for two different people (one on the phone and one at the register--verified they were not the same person) tell me a window which was impossible. Additionally, telling me that you could "take off the pizzas, I guess, but rather that I just comp you for next time" really was not only awkward and sad for the business, but pretty uncaring for a situation you obviously are not capable of dealing with.

I returned a week later hoping that this was just a fluke and we would have a better experience. I called in the order ahead of time and was told that it would be 1 hour - 1 hour + 15 minutes. Great! A realistic window! I arrived exactly 1 hour and 15 minutes later. I found the same cashier on this visit and was told the same thing--the order isn't ready yet and would be a few minutes. I shook my head and just sat down. I was amazed that no one decided to flag the account after talking with the manager and having a discount applied to my account, to make sure that we would walk out happy the next time. We waited. 5 minutes. 10 minutes. 15 minutes. It took another 20 minutes before we were called up. The worst part of all of this is that I actually saw most of our order ready and waiting. It seems like they forgot one pizza or the order of cheese bread which caused the delay. Really was disappointed with the experience and the service and the uncaring attitude of the establishment in general.

Love the pizza but I absolutely hate the lack of customer service and overall care for customers who just want to be treated as if they matter. Sadly, that will be my last time visiting. It's simply not worth the frustration dealing with the employees and managers who can't seem to manage their orders. Using receipts taped to a wall is archaic and disorganized. Further, having 'managers' who can't get their team into shape and get them organized means this was very likely a perpetual problem all night and probably happens fairly often. I watched as a front area and back kitchen staff waited around and casually chatted with one another while myself and other customers needed answers. There was no sense of urgency or care for the situation at hand and it call goes back to a lack of leadership and no organization in their processes. I truly hope they can turn it around as I think the food...

I'm glad others have had a good experience. That was not the case for nearly anyone a few days ago during my first - and last - visit to this restaurant.

For a birthday party, I ordered three large, simple pizzas (cheese, pepperoni, and chicken bacon ranch), breadsticks, and two garlic toasts to go, and was informed it would be about a 40 minute wait. I’m sure there were orders in front of me, so okay. I paid and sat. Over the next 40 minutes, the wait time given to incoming customers grew to 90 plus minutes. I checked in at 45 minutes and was told I was misquoted and that it would be an additional 15 minutes. At this point, there were about three additional parties in my same position; we had already invested money and spent a significant amount of time waiting.

As someone with an interest in business logistics, I watched how their team operated. There didn't seem to be a clear system in place, and there was no rush to fill the orders that were still open. The front counter’s announcement of an hour and forty-five minute wait turned away several groups of five or more people.

I checked in again at 60 minutes and was informed that I would have to wait longer. Since this was my first time at this restaurant and I saw other people in the same situation, I asked if this was typical. The customer said it was, but not for Thursday. I saw others approach the counter and inquire, and they were reminded that they were told of their wait time when they ordered.

Finally, at 90 minutes, 45 minutes past when I was supposed to pick up my three simple pizzas and bread, I was told that the pizzas were ready, but the breadsticks would take an additional 10 minutes. At this point, I was really late to get the food to the birthday party and said to just give me the pizzas so I could leave.

I understand the busy winter break schedule; however, the in-house seating was occupied at about 40 percent when I arrived. If there were delivery orders, then the drivers must have used a back exit, as I had not seen any staff wearing coats and/or picking up pizzas and leaving.

I simply watched staff stand around and walk around. As several parties waited, some staff were refilling the cheese and pepper containers. Staff in the visible kitchen were in no hurry.

It was an all-around awful experience, and I will never waste my time or money...

Updated to add: pizza, is the best but I think they changed their pizza sauce. I don'tknow this for certain, but it somehow tasted different than usual. Ordered pepperoni pizza extra cheese( I know they put a lot on to start, but we still like more), light amount of pizza sauce. It didn't seem like the extra cheese was added (this seems hit or miss sometimes, as I think they may feel they already put a lot on but forget I'm paying to have even more. It's fine, just disappointing). They didn't do light sauce, but I can easily take off the extra when needed. Not a big deal. With that, the sauce just tasted off from usual. Not sure why. But I do think k they must of changed their sauce or something. Just had a different flavor that just didn't hit.

"Life is to short to eat cheap pizza!" This is a sign found in the Ogden location, not sure if it is in the others, and it is so true. The Pie has been family owned and operated by the Palmer family since the 1980's. This pizza is made fresh to order and is SO very good. We have been visiting The Pie since high school, though back then the only location was the underground found within walking distance of the U of U (location still open). If you are in a hurry, The Pie is not for you, even for take out. Tonight the wait was super long, but the cashier let us know in advance as one of their ovens was acting up. No biggie, and not in any kind off a hurry we were fine with that. We ordered 4 slices of the cheesy garlic bread along with a 14" pepperoni pizza. We love the cheesy garlic bread, tonight not much different though there was not much cheese, however still so good. The pizza was delicious, as usual. Overflowing with cheese and made pretty much to perfection. My only complaints would be that the plates are wet (easily rectified by drying them off with a napkin, no biggie) and it was just a tad to much pizza sauce...