Golden Grain Pizza Colonie — Restaurant in Town of Colonie

One star is too much. I've ordered through grubHub multiple times from Golden Grain in Clifton Park. Every time has been successful so of course when I ordered at 8:02 tonight I expected the same courteous service. However I was received with debilitating news. First, they were unreasonably late. Not that big of a deal, but when I decided to call the company, they insisted that my order must have been sent to their "sister company in Albany." I asked if there was anything they could do, and all they offered was to extend my delivery time by another half an hour (after an already hour long wait) and deliver what...they already knew I wanted. I asked if it would be discounted, or on the house, what I got was a rude response from a salesman saying no my manager said just a half an hour is the best we can do. I then, as any American would do, asked if I could speak to said manager, and was told by, said salesman that he was too busy to speak to his customers...and I quote that! I was insane with frustration, and I may have said something I shouldn't have and hung up. My roommate then realized, as I had not, that she had STILL already been charged for the pizza and wings that was now OVER an hour and a half late. She swiftly grabbed the phone and called Golden Grain, and surprised as I was the "Manager" answered, however, what she didn't realize and I did by the tone of the voice was that the "Manager" was the same "salesman" I spoke to! He told her her "You paid grub hub and not us so it's not my problem, and he abruptly HUNG UP ON HER.

I wish it ended there, but sadly our experience continued. I proceeded to called GrubHub because, what business wants to be associated with a food company that treats their customers in this way?? I spoke to a lovely woman named Sarah (who I hope the spelling is correct for), she was wonderful, and helpful. I explained the entire situation to her. She called Golden Grain in Clifton Park to ask what the situation was, and to suggest that perhaps the order was sent to the wrong Golden Grain. I am personally not sure who answered Sarah's call but I do know that they they LIED to her. It may not have been to her face, but it was to a great business that has helped them over many years, so I consider that a betrayal. This person, working at Golden Grain told Sarah from Grub Hub that there was no other Golden Grain, which not only negates exactly what he told ME IN HIS EARLIER STATEMENT but also is a complete lie as Gold Grain exists on 98 Wolf Road in Albany, NY. The Albany Golden Grain is the MAIN company, Clifton Park is the sister. How do you function as a company with employees as this? When Sarah called me back to inform me of this misinformation I explained to her the lie she was told, she was upset, and offered to call the Albany Golden Grain to see if maybe they actually had, indeed, received our order. Again, I heard back from Sarah, sadly, that Albany had not gotten this order. I was flabbergasted. How, please tell me, how has a company provided food service to the same address multiple times over the past 4 months and then blatantly decided to lie, scheme, and destroy their reputation by lying instead of just providing even the most remote customer service? I can honestly tell you that I wouldn't be writing this review if a manager had actually been available to speak to the customer his service disservice, and had helped in rectifying the situation. I'm not writing this to be mean, I'm writing this for all business owners across NYS. I personally love giving my business to NYS owned, but I refuse to be treated this way, by anyone, and I hope you refuse this...

Called in to order takeout around 6:15 on a Sunday. Ordered two pies and boneless wings. They said it would be about 20 minutes. I ran another errand interim and showed up about 25 minutes later. When I got there they asked what name it was under but they didn’t ask on the phone originally. I let them know what I ordered and they said it would be a few minutes.

It was a little confusing over where to pickup since there were two registers and they were on separate sides of the counter. Once I got someone’s attention the guy let me know it would be a few minutes. I went out to my car and came back in about 5 minutes later, thinking it would be ready. I ended up waiting another 15-20 minutes approximately which was super frustrating. They had a string of people come in during this but another worker asked what I was waiting for and checked on it, after struggling to find it, but didn’t give me an update. I was finally getting to the point where I was more than annoyed and about to say something since I waited more than 25 minutes since I got there and they said it was going to take 20 minutes originally on the phone. At this point it was over 50 minutes since I placed the order… Finally the guy brings over my order to the counter and says “have a a nice night.” No apology for waiting or nothing. I couldn’t have been more annoyed. It seemed to me they didn’t start my order until I showed up which doesn’t make sense and then they never apologize? Horrible customer service.

As for the pizza, it was ok, the dough was too thick in my opinion. We got a white broccoli but it seemed to lack some seasoning. The other pizza was a pepperoni and green pepper which was ok, nothing great, nothing bad. The wings were ok too but not spicy enough (we ordered medium buffalo sauce).

Overall a disappointment and I’m not inclined to go back. The place looks cool too and it seems like they put a lot of money into renovating it but it’s not going to be successful if they don’t have...

I order from here frequently for my children. We keep it simple with cheese pizza and wings. Today I decIded to stop by and go inside just to grab a few slices for my son. I was not welcomed at all. I stare at them they stare at me. No hello can I help you or anything! Now I’m looking at the menu trying to decide what I want and the two girls are just behind the counter staring and giggling.

I don’t say anything because they look young. I then place my order and she says the price and walks away. She returns and says it didn’t go through. I say No it didn’t because I never took action due to you walking away. So I ask her where do I scan or tap my card ? She shows me, I tap My card and she says you’re all set.

I walk away but look back at the screen and see I needed to sign. She never told me that I needed to sign. You also have to choose an option to tip or select no tip before it’s complete. At this point I’m over it because first you never greeted me and then you proceeded to give poor customer service.

I walk over to sign and hit no tip … what am I tipping for at this point ? One girl stands there and watches as I complete this transaction. The register opens and she slams it shut. Walks away to whisper and laugh with the other girl again. I guess paying customers are a joke to them. Not even a thank you LOL. No matter your age , if you’re working with the public please have some customer service skills and be polite when customers are present.

The older I get the more I care about where I spend my money and the service I receive. For some it’s not a big deal and everyone is entitled to their own opinion. For me this is rude and unprofessional and I can Take my money elsewhere. There are several other pizza shops that would love new customers.

**Update … thank you for your quick response. I’m not sure if the same manger runs each store but this incident transpired at the East Greenbush location. My apologies for posting under the wolf ...