Pizza Works - Burnt Hills — Restaurant in Town of Glenville

I love their pizza, but this review is for my Friday experience. Avoid this place on Fridays after work.

I made an order Friday morning for 5:20 PM pickup after work. Got in the car line, got my pizzas by 5:25. Had to pull up past the window and wait for my Boneless Buffalo wings.

On the online order, I made a note: "Buffalo sauce on the side" splitting with a toddler who wouldn't want hot sauce.

At the window, "Please make sure the buffalo sauce is on the side"

A woman came out when I was waiting ahead of the window to confirm the item(s) I was waiting on... "2 orders boneless buffalo wings, with the sauce on the side"

I was first to start waiting after the window... about 5 cars joined me. (They all got their food and left before I did. But it is what it is. They ordered something else, it gets made differently. Ok.)

Finally about 40-45 minutes (it was sometime after 6PM) of sitting in my car I got my boneless buffalo wings. I meant to check them, but I was distracted by the nice couple leaving that drove up beside me and said "I'm glad you finally got you're food. We were watching you wait from inside and felt so bad you were out here so long."

So I'm now leaving after about 45 minutes... My pizzas are now ice cold. I had to go home and reheat the pizza.

But first I had to turn around, and go back to Pizza Works. Head inside and let the staff know, they put the buffalo sauce directly on the boneless wings when I asked for it on the side. So I wasn't going to give that to a toddler. So I had to wait again. This time only about 5 minutes.

He came back with the fresh wings... No sauce at all this time. So he had to then go grab little cups of buffalo sauce.

My girlfriend thought I was going to make a scene at this point, but the kids behind the register appeared to be about 13-14 years old (idk how old exactly, young.) but I wasn't going to take out my frustration with this experience on some kids. So I can honestly say I kept my cool and was polite, but I know I was very frustrated on the inside.

They make a good pizza... But this was bad experience. Avoid at peak times I guess. I can understand having to wait a long time at peak times, but I ordered hours in advance, and they gave me half my food and made me wait far too long...

We’ve been here a few times and always love the vibe. You really can’t beat the atmosphere for a pizza night with the family. It hits that sweet spot between pizza parlor and nice restaurant if that makes sense.

Being a nice day we decided this was the perfect place to bring the kids. Not surprisingly everyone else had the same idea. We were nervous as there was a few parties in front of us, but the wait actually wasn’t that long (maybe 15 mins).

Our waitress was understandably busy so things might have taken a little longer than normal, but we could tell they were slammed and working hard so it didn’t really bother us. Despite how busy it was our waitress never made it seem like she was in a rush and was super pleasant.

When the food came out (still relatively quick under the circumstances), they said my sons personal pizza needed to get redone because a slice accidentally fell on the ground, NBD. because we had enough other food to go around.

We had an EBA (Everything But Anchovies) pizza which was delicious. Thin crust with the perfect amount of toppings. The kids had a burger, spaghetti and a personal pizza and they all enjoyed their meals.

The thing that really impressed me was as we were finishing our meal, both the waitress and the manager came over to apologize about the wait for my sons pizza. They then took the charge off the bill and gave us free dessert.

This was totally unexpected because we weren’t even upset about it. It’s pretty classy when a restaurant proactively acknowledges their mistakes. This really just reinforced my belief that Pizza Works is a top notch organization that is well run. Totally exceeded expectations!

We will...

I was there for the first time tonight (March 20th) with a friend. She raved about your pizza and how good it was. Well I have to say I was extremely disappointed and she wasn’t happy either. I have the following comments:

1. The waitress was very snotty when we came in. She seemed like she didn’t want to be there.
2. when we ordered our appetizer we didn’t even get plates for them.
3. we waited over 45 minutes for our pizza. It wasn’t even that busy either. (7pm on a Wednesday night) The waitress didn’t even come over and say I’m sorry about the wait. There were other customers that got there after us, ordered their food and ate before we even got our food
4. I asked for a glass of water and I got a nasty look.
5. the watress didn’t even come over and ask how everything was or if we needed anything.
6. . The pizza was not even warm when it finally got to the table and we had been there so long we just wanted to leave.

I would not have given it such a bad review if the waitress was a little more on top of things and apologized for making us wait. I also would have been a little bit understanding if it was a little bit busier. But it wasn’t and I was extremely...