Pizza Factory — Restaurant in Payson

This is in regards to the Pizza Factory located in Williams, AZ. We have attempted to dine in at this location for the past 3 sundays on our way out of ashfork to Phoenix. According to the website this location is open til 8pm on sundays. 1 attempt we arrived at 7:10pm and were told we could not dine in cause they were closing but could order to go so we did. The following Sunday (2nd attempt) we left ashfork early so that we could dine. We arrived at 625pm and were again told we could not dine in cause they were closing at 7pm we left. 3rd attempt we called at 530pm before we left ashfork and we’re told they were closing in 25 minutes and we would not be able to dine in or place an order to go. Today 11/20/22 we arrived at 5pm we ordered a small pizza and a hot ham and cheese sub with mayo only and extra provolone and mozzarella. After a 45 minute wait we received our food. Husbands was perfect mine was not. They not only loaded the sand which with lettuce and tomato (I’m allergic to tomato which is why I asked for mayo only) but no extra cheese which I paid for. Now we have given this place several attempts and have been let down every time. The food is great when it’s what you actually order. When I brought the sun to the counter and explained to the girl who took our order that I asked for mayo only and extra cheese I also asked for a refund, which they did but it was not without the 2 girls behind the counter arguing about what I ordered and then attitude towards me which isn’t right I asked for a menu item I paid the menu item they served an incorrect order but were nasty towards me for some reason. Your employees are not courteous or polite I watched them not only tonight but 2 of the other times turn several customers away saying they were closing, or “are you sure you still want to order it’s a 30 minute wait or you can order to go but not dine in” this is not good business especially on such a popular location as is this one. They are costing the company money and customers. If the hours change daily or one Sunday open til 7 the next 8 or 6 then why isn’t that on the website. I’m very very dissatisfied with Pizza Factory in Williams AZ and I hope to get some kind of response. Thank...

Pizza tastes really good but the customer service is horrible. We had 3 separate totals. 1st order was an xlarge pizza half chicken and half supreme and a 2L Coke. 2nd order was an x large pizza half chicken, half supreme but with no onion, add mushroom. 3rd order was 10 hot wings. We were a group of 4 people. The 2nd order and 3rd order arrived and we questioned why the 1st order still didn't come. We were so hungry we decided to all share the 1 pizza until the other came out. After waiting awhile, we went up to the front to let them know we've been waiting and still haven't gotten our first pizza. Instead of asking what the pizza was and begin making it immediately since we've been waiting for so long, they kept trying to look for the order in their computer system. In addition, they were telling us the pizza we ordered is the one they gave us but we kept trying to tell them we had 2 of almost the same kind. They claimed we never paid for another pizza but we even signed a card receipt for each order that they kept. Then they blamed the cashier, who appeared to be new. After awhile they came back to our table and said they finally found it in their system and asked what kind of pizza it was. At this point it was even more frustrating that they still didn't start making the other pizza. The wings are very soft, depends on the person if you like that. When the pizza came out it was exactly the same as the other one they already made. We didn't complain because the others weren't picky. Then one of us went to get another 2L bottle of soda and it wasn't necessary but it would have been nice to give us the 2L bottle for free since they messed up. I work in fast food and the customer is always supposed to be right, you don't have to argue about what was on the receipt or if anything was missed. In addition, if something is messed up, we apologize and give a complementary item. Last time I was in the area, I chose the pizza place across the street instead because they had a patio and they don't have one here and we had our dog with us. But this time, I saw they allowed someone to take a table outside because they had a dog with them so...

Ok something is going on in the Pizza Factory in Payson Az. It's always been our favorite pizza in Payson but they must have new staff or even a new owner because it's going downhill fast. My wife likes their Pesto Pizza its her favorite and on the menu as specialty pizza. Last week we called and she had to tell the girl how to make it. When we told her it was on the menu she said they can't see the ingredients which was scary because we were reading their menu. But the pizza was fine very good in fact. This week we called gave or order no problem when the pizza arrived the pesto had no sun dried Tomatoes but rather was covered in fresh Tomatoes so basically there went all the flavor since fresh Tomatoes and Sun Dried tomatoes taste nothing alike in fact all the fresh Tomatoes did was make it a wet pizza. When we called The same girl that took our order said they ran out of Sun Dried Tomatoes so they used fresh. (So they still have no idea what a topping tastes like) my wife told her it had no flavor and was basically soggy and inedible and she offered us a free topping on our next pizza! So they ruin a $12.00 pizza and offer us a 95 cent topping and no apology? That's not custom service that's a disgrace plus they clearly don't know what's even on their pizza's or what the toppings taste like. If they run out of pepperoni do they put Bologna slices on it. I think this crew needs refresher lessons on both Pizza toppings and customer service, which is a shame they used to be the best pizza in...