Rochester House of Pizza — Restaurant in Rochester

If zero was an option, that too would be an exaggeration. To first point out, this place needs to be closed down, it's a complete hazard with management that does not care. Right from the moment I walked in, the host/cashier was in the dining room sitting with a group of customers, she eventually came to assist me. I made my order, which was a simple small cheese pizza....that was a brief conversation, because right in the middle of my order she answers the phone and completely forgets she has a customer she's with already..so I had to wait for that phone call to end before we continued. But while I was waiting for her I noticed the cook making my pizza, touching my dough and pizza with no gloves on. It was disgusting. So I asked if it was normal practice to touch the food with no gloves on, she says she has no idea what they do in the kitchen; even though it's an open kitchen and she could clearly see if they do or not normally. So I asked if i could speak to the manager. That was a dead end, because she had no idea who was in charge and she said she would try to go find someone. After a few moments, finally another women comes out. I asked if she was the manager and she said she was. So I asked her the same question and she says by law they don't need to wear gloves because it's going in a 500 degree oven, with an attitude of course. I said I work with food and can she please put gloves on and make my pizza. Reluctant at full, she did so eventually after much attitude from her. And she stormed off talking crap to the kitchen workers, which I could hear. So I watched, as she put on gloves and put my pizza in the oven. Meanwhile, waiting for my pizza, a group of kids aged 3-5 started running around the whole restaurant and was back in the kitchen playing tag, just running around all the equipment and ovens and everything else dangerous in a kitchen. And the workers just didn't skip a beat, the manager even supported it acting as if thats OK. And I'm seeing the cook on the other side of the station who is working with the food being cooked on the grill as well as the over, of course wearing no gloves. Cooking and slicing bread and rolls and packaging the food up all with no gloves. It's a disaster. I will never spend another penny here. And I urge you all to be weary of the very questionable activities in this establishment. And send them someone who can help them with running a...

I called at 5:55 this evening to place an order for delivery. They took the order and my payment and said that would be on the way. There was no indication of a long wait or a delay of any kind.

An hour and ten minutes later, I had still not received my order. I called to ask about the status of it and was told it was "out for delivery" and would be here shortly.

Twenty minutes after THAT, still no food. This restaurant is located five minutes from my house. I called a second time, this time to tell them I wanted my money back.

The girl working the register immediately put me on hold and I could hear her in the background, telling her manager I was lying about how long it had been. The manager picked up the phone and immediately became defensive, telling me she was certain I had been told it would be at least an hour wait. No such thing was ever said to me when I placed the order. When I indicated this, she outright called me a liar and told me she would not refund the order because it was out for delivery- allegedly for nearly half an hour, at this point. I told her I was not interested and that if she was unwilling to refund my money, I would be glad to file a dispute with my bank. She told me she would call the driver and call me back.

As I hung up the phone, the driver FINALLY showed up- nearly an hour and forty minutes after I had placed the order, at this point. I went outside and apologized for the confusion but said I had just called to cancel the order because I had been waiting forever. I was in no way rude or aggressive toward this young man, but he immediately headed back to his car yelling about "I'm sure you were told it would be at least an hour and a half." Again, I was never informed of any kind of delay, and it did not escape my notice that this delay increased every single time anyone DID mention it after the fact.

The manager called me back a few minutes later and said the order had been voided and the money will be back in my bank account in a few days. I will never set foot in this...

My fiance and I have been customers of Rochester House for years. Today we ordered two turkey subs and an order of onion rings for delivery. The subs arrived at our house without turkey, and when my fiance called to complain, the "manager" did not offer any apology and asked for those meatless subs sent back with the driver. When the "fixed" subs arrived, I discovered that they had put jalapenos on both subs when only one was supposed to have them. Again, this would not have been an issue at all if the subs hadn't been made incorrectly and we had received a simple apology the first time. I called this time and asked to speak with a member of management who immediately threw his "counter girl" under the bus for putting the order in incorrectly. He did not apologize to me but instead offered to give us a discount for next time. There will be no "next time". Because this "manager" poorly represented the business, we will no longer order from Rochester House. This was Friday, May 9th,...