Grasso's Pizza — Restaurant in Town of Cheektowaga

I rarely ever right a negative review. I am in customer service and know the challenges that come with it, too ! However.... First let me start by saying this review is not a reflection on the food. Food is quite good. I had set up an online account in January. Mondays i work from 7am until 8pm. Yes, very long day ! Found ordering and paying online, in advance quite convenient, as i just want to pick up food at drive through and go home !!! Sounded great !!! Average order each time, $30. Didn't taking home subs would be this difficult ! But, three strikes your out !!!

I have got there on one occasion with no order started. Young girl at window, rude and making faces as she turned away. Asked to speak to mgr. who also seemed to care less . Would have gladly just pulled away but, had already prepaid. No apologies of any kind !

Another occasion, got there to be handed a sub and a salad ! Didn't order a salad and had to wait for them to make the other 2 subs. They were brought out to my vehicle. Again, no apologies . Whatever ! I just wanted to go home !

Last night, final straw !! My usual order of subs, prepaid. Got to window only to be told they were just finishing my order. Would i go back to end of line behind to cars and return to window...? Was told i could not just pull up and wait for my order to be brought out. Was told they couldn't bring outside, i would have to come inside. So.. back to end of drive thru line and wait for 2 other cars to pick up their order. Again, to receive attitude from young man at window. No apologies of any kind.

So again, let me reiterate this review is not about food. Checked my account, I have ordered 17 times on Mondays since 1st of year. Their idea of online ordering , pre paying and drive thru, is a great concept !! It was there lack of caring when there is a hiccup, that made the 3rd strike my last.

I'm glad your business is thriving so much that you don't care about losing a regular customer .

D. Bailey

Well, i'm glad to have been given opportunity to "edit" my review. Following the response from Grasso's, i am even more confident that i will not be returning. No apologies given. Just defensive explanation regarding recent visit. Would have been nice to have been given that explanation from young man at drive thru window. Also would has been nice to use the online feature, "when would you like to pick up" that use to be there. May have helped avoid situation. What about the other 2 previous visits ?

Such a shame... the food is good. Customer service.... leaves a lot to be desired. And response from owner/manager, well lets just say, no attempt was made to selvage a regular customer relationship. Have you not noticed, most of the negative reviews were due to customer service, rude treatment....

I was given cold, not freshly cooked wings and instead of an apology and refund for my dissatisfaction, I was told by the most unprofessional manager the wings are supposed to be like that because they pre-cook them on busy nights and then fry them a second time. To her, telling me my order wasn’t made fresh out of a fryer sounded better than saying “I’m sorry they must’ve had those wings you got sitting out too long, here’s a credit for next time”. She argued and gave attitude from the get go and raised her voice and instead of trying to resolve anything, only escalated things when it was a simple problem to fix. She didn’t act like a manger at all and I’ve never had an experience like that. To learn they don’t even make their food fresh is pretty gross and couldn’t believe she thought that was a good way to explain getting cold food and that I should accept it because that’s how they’re supposed to be basically. The wings are very inconsistent; good one day and bad the next (now I know why), but I was still a loyal customer because I love wings and their sauce on the good days. Any customer would rather wait longer for fresh food, not take some cold gross fast food. Even McDonald’s makes fresh food out of the fryer. Her defense of that’s how they make their wings was the strangest argument I’ve ever encountered and threw me off that she thought that that was a legit excuse for serving cold food. Most bad reviews all mentioned the terrible management and rude treatment of their customers and wow I def agree! Way to lose customers guys

Edit in response to owner : thank you for responding and explaining the orders are not pre-cooked because I thought that sounded crazy and she argued with me back and forth for a while before I had to ASK for the credit for next time, it did not come from her just so you know . She is a terrible employee and extremely unprofessional it was BAD and I only summarized the interaction briefly. The “offered me a credit to make me happy” part is laughable because I had to ask her what she was going to do about it to cut off her constant arguing back and forth getting nowhere. No apology or anything from her in any way! And in the end I was correct that I was simply given cold food like I thought so the whole argument was for...

I used to really love this place. We ate here often and ordered takeout often as well. The reason for the not so great review is this manager "Farren" refused to take our money because the 20.00 was ripped, not even all the way through. I asked for tape, assuming it would be all right to get some from the office and she told me to "go somewhere and tape it up and bring it back." This was after she was terrible to the person cashing us out, basically verbally assaulting him for taking a ripped bill. A few hours later they called us and left a message offering to remake our order as they "didn't understand the circumstances." but seeing as we had already gotten steak subs from somewhere else nearby who were more than willing to take that same 20.00, I couldn't see even answering the phone. Seeing that this Farren is a relative of the Grasso family we will not be coming back. Terrible customer service on her part and I feel terrible to anyone that has to work with her. We left our order there as our American currency was not accepted and we were treated so poorly, then we received a second call asking why we hadn't picked up our order.... REALLY???? Farren, you need to find a new line of work, customer service is not for you.

I would like to add a response to the owner's here: If not accepting ripped currency is your policy, okay... I guess ... but if this is a policy for your place of business why was I told to "go tape it up somewhere else and bring it back"? It doesn't seem like that was the policy that day. Id also like to add that you haven't even addressed the bad customer service, that is what really lead to this poor review. I see that I am not the only one that has experienced this at Grassos, and you feel it isn't an issue because there is no apology for that, not for me or for other reviewers here, even though you've managed to go through and thank others for their positive reviews so you've evidently seen them. It's really a shame because my wife and I really loved your place and every other time we were there we had excellent customer service, and we really love the food, but the one time we cash out with Farren as manager and it's a bad experience, she was so rude to me and other employees in front of customers that I will...