Prima Pizzeria — Restaurant in Town of Niskayuna

Disastrous Ordering Experience - Avoid!

I scheduled a pizza delivery for tomorrow at 11:45 AM for a class pizza party. To my surprise, the order arrived TODAY, causing significant disruption.

After confirming the error wasn't mine, Prima Pizza acknowledged the mistake and offered to remake the order for the correct time, but only if I picked it up. As a teacher, picking up an order during school hours is impossible.

We agreed on them delivering at noon. However, within half an hour, they called to demand the return of the pizza, which had already been handled!

It was the owner's decision to insist on the return of the food, despite it already being in our possession. This demonstrates a complete disregard for customer satisfaction and a lack of understanding of basic customer service principles.

Instead of a solution, I was forced to request a full refund. This entire experience was incredibly unprofessional and unacceptable.

The only saving grace was the kindness and helpfulness of the lady on the phone. Despite the situation, she remained polite and attempted to find a resolution.

However, the fundamental issues with order accuracy and customer service remain. I strongly advise avoiding Prima Pizza due to their incompetence and lack of customer service.

Tips for Improvement:

Double-check all orders before delivery. This fundamental step would prevent such errors. Prioritize customer convenience. Offer solutions that accommodate the customer's needs, especially when the business is at fault. Improve communication and problem-solving. Handle customer concerns with professionalism and empathy. Empower employees to make reasonable decisions. Allow staff to resolve customer issues effectively without unreasonable demands.

I hope this review helps others avoid a...

Went there today with my coworker for lunch and she was there a good 20/30 minutes waiting on 4 slices of pizza. I was in the car and witnessed at least 7 people go in AFTER her and COME OUT BEFORE her with their slices and boxes of pizza. After she asked the girl at the register which was VERY RUDE for a refund she decided to tell her that she wasn’t going to give her one. I walked in after that and explained that we are working on the clock and our time is being wasted. She had someone come up from the back and I guess refund the money from the credit card machine. Clearly they don’t prioritize BLACK PAYING customers. She also mentioned to her “do you have the money?” to pay for her food which is also VERY RUDE! My co worker left a review on Google that they did not agree with and they called her phone to say “you were only there waiting for 20 minutes, the way you handled it was unprofessional” and she needed to “take down the review” because it doesn’t make them look good. As an African American woman it is truly sad that we are still dealing with these kind of issues especially when PAYING OUR MONEY to support your business. I will NEVER be back and I will let anyone that I know that is AFRICAN AMERICAN to not waste their time with you because we don’t matter at your restaurant. We can wait until everyone else who comes in AFTER US is served. What a joke! If I could give you 0 stars I would but unfortunately 1...

This is a predominately Caucasian lunch spot. When I walked in I instantly got stares, and felt out of place. Then I ordered 4 slices of cheese pizza which I waited 45 minutes for. In that 45 minutes I watched people who walked in WELL AFTER ME and they all got served, in a timely manner and walked out with food. I saw this with about 6 or 7 people. When I asked how long it will be the counter lady said “I don’t know you have to wait for the guy in the back” I asked how long would it be before he came out because I had to return to work, and she ignored me and served the next person. I then say that if I can’t get my food I’m gonna need a refund, and she tells me that I can’t have one and I have to wait for my food. After my coworker came in who had the same concerns I had because she had been waiting in the car for so long, my coworker asks what’s going on. The woman came out with my pizza gave it to another customer and then finally agreed to give me a refund. As a black woman I’ll Never go here again. Even the customers saw the discrimination and began to ask what was going on and asking the lady when my food...