The Pizza Factory — Restaurant in Syracuse

I ordered online for delivery and it said my order was going to be delivered in 40 minutes. 40 minutes later I get a cancelation notice that they can not complete my delivery and if I want to pick up my order to text the number. I texted the number stating I would like to pick it up, 20 minutes later they responded that my order would be ready in 20 minutes. Then I get a phone call from them no greeting just a girl saying just a second, and then there was dead silence. So I hung up. 10 minutes later they call back again no greeting they just say they cant make one of my pizzas they can only make a mini gluten free, well a mini is what i ordered. Then she says what gluten free dressing do i want, I said what do you have- they respond hold on. 10minutes later they said well your probably okay with the raspberry vinegrette, it's probably gluten free but maybe not. I told her to just leave off the dressing and then I asked if there was anything else. I got no response so I asked again and still no response then she hung up. So I head there to pick up the pizza and they said they can't find my order but they can reorder it for me. At this point I'm frustrated, I told her what I had and she said she would check if they made anything. A different girl came to the window and I started over. She asked me if i wanted to wait for the order or just cancel the order. I asked her what she had ready and then she disappeared she came back and said they just had to make the salads so i said i would wait. She came back with only partial order because they didnt make the gluten free pizza- they lost that one and that is the one they originally called me about. I asked to talk to a manager while I was there and he had every excuse in the book for his employees. This entire experience was very unprofessional. He gave me a 10 dollar certificate for my trouble that I am not planning on going there again. We rarely order from there and when we do it is always a nightmare. 2 and a 1/2 hours later I finally...

We were sat down, and for whatever reason, were skipped over in being attended to, not even an intro or "hello" and we saw two families enter after us and were helped. I then proceeded to call it to their attention, waited 5-10 more minutes and no one came. I then asked for the manager, and I guess it was the assistant manager or supervisor who said something about their system crashing, which could have been the case, but they said if you could wait another 5 minutes. At this point, it was past 5:20pm, and we were sat at 4:55pm and had seen 3 families helped, we decided that after already asking twice, waiting longer wasn't worth it, so we got up and left, to not get a "hello" for a half hour, to take drinks, orders, or "we'll be with you" is pretty bad. Rather than the manager/supervisor authentically apologizing, or trying to make the experience better, we were asked to wait longer...? Even with a crashed/crashing system, a true apology with any type of remedy--maybe at least offering a drink while waiting longer or better yet, asking if they could walk back with me right then to take our order right away, would have gone a LONG way--if it was an employee not doing the job, maybe assign someone else to us? Not to mention when I asked I didn't act upset, I tried to ask as nicely as possible. I always tip at 20% at a MINIMUM, LOL, so it's not like the waiter was going to miss out for helping us. Instead it felt like we didn't want to be helped for some reason. Extremely disappointing as I've enjoyed Pizza Factory in the past, but it seems to be ran by teenagers that don't care about their customers, even up to the management level possibly??? Seeing teenager working is awesome, but with that territory can come opportunities for coaching y'know? I'd love for this to be remedied in case this was a 1-off rare case, but I am not sure if I will just get another shallow "sorry." We may try again, because the food is amazing, but the service itself is definitely hit...

⭐ 1 out of 5 – A Masterclass in “Who’s Supposed to Be Working?”

Ah, The Pizza Factory in Syracuse — where the breadsticks are the only ones showing up to work.

For the third glorious visit in a row, I had the pleasure of walking in to absolutely no one at the front. It’s like a social experiment called “How Long Will They Wait Before Seating Themselves?” Spoiler: I seated myself… again. Gold star for me.

After a few minutes of basking in my invisibility cloak, I got back up (fitness goals, right?) and wandered to the back like a lost child in search of basic human attention. That’s when I encountered Harrison, proudly clutching my Sprite like it was a family heirloom. Instead of handing it to me, he laughed about how I had to come ask for it — you know, just your standard customer service routine: mock the guest while doing the bare minimum. Someone else (not him, of course) eventually tossed me some silverware like I was at a budget medieval tavern.

Let’s talk food: it’s a solid “meh” unless you’re here for the salad bar and breadsticks — which, lucky for them, still slap. If they ever take those away, they should just turn this place into a haunted house and call it a day.

Clearly, the staff has been trained in the ancient art of “pretend like the customer isn’t there,” and management? Not sure they exist. If they do, they’re probably hiding in the back playing Uno.

This place needs an overhaul so epic it deserves a visit from Gordon Ramsey. Until then, come for the breadsticks and salad bar it’s pretty much impossible to screw that up. That is if you even get someone to wait on you for the...