Frank's Pizza — Restaurant in Town of Newburgh

We recently ordered a 20" pizza from this restaurant. When we got home, we noticed it looked smaller than expected, so we measured it — and sure enough, it was only 18", not 20" as advertised. Yet, right on their pizza box, it says "Home of the 20'' pie"!

To be fair, the pizza itself was very good — no complaints about the taste! However, the garlic knots were disappointing. Instead of traditional knots, they were more like small buns (see the attached photo).

Unfortunately, the worst part of our experience was the customer service. When we called to politely ask if we might have received the wrong size pizza, the first person we spoke to said they would check. A second person came on the line, and when we explained that the pizza was only 18", their response was, "Well, our boxes don't fit a 20" pizza, so it usually hangs over the edges." (Take a look at the photo — does it look like it's hanging over?)

To make matters worse, when my husband mentioned that we would be leaving a negative review based on our experience, the employee replied, "If you have nothing better to do with your life, go ahead," and then hung up on us.

Good food, but terrible service. Unfortunately, that kind of attitude ensures we won't...

First off let me start by saying I ordered delivery. When my food finally came a hour and 20 minutes later, my order was wrong and cold. I ordered honey dipped fried chicken, which I didn’t get. I ended up receiving fried chicken that was fried so hard the meat was solid as rock and drier than the Sahara desert, I couldn’t even bit into it. And the mozzarella sticks were ice cold in the inside. No melty cheese pull, no crunchy outside. So basically paid $35 for a soda and fries. When I called back for a refund or to get the order fixed, whoever I spoke with on the phone claimed to be the owner & had a nasty attitude! First she placed me on hold saying she’s getting the manager, then she came back on the phone saying she’s the manager, then as the conversation went on she told me she was the owner. She wouldn’t let me finish talking and every time I spoke, she would yell over me and try to finish what I was saying. Ive been ordering from franks for years and never experienced such rude & nasty behavior. Honestly shocked and very disappointed. It could’ve been an easy fix with a...

Frank's Pizza does a pretty decent job on their pizzas - IF you stick with a plain (cheese) pie. If you decide to get toppings it's another story. On more than one occasion I have gotten a pie with topping(s) & been disappointed. Most recently I ordered a pie with meatball & onions - one of my favorites that I have had MANY times from various pizzarias. Imagine my horror when I lifted the lid on the box to see tiny diced (cubed) meatball & onion! Who does that?! You obviously have meatballs made for hot meatball (parm) sandwiches - why not do what most pizzarias do & slice the meatballs on your deli slicer? & while you're at it do the same thing with the onion(s)!! This isn't just my preference, it's how the majority of other pizza joints do it. Tiny cubed toppings just doesn't cut it!! And while we're at it, sausage & peppers for sub sandwiches shouldn't be swimming in tomato sauce - if people want sauce it can be added, but a true sausage & peppers sandwich is just that - sausage & peppers (with...