Franco's Pizza — Restaurant in Town of Tonawanda

If I could give 0 stars I would. My family and I order from Franco’s often. Their pizza and customer service is usually great. Unfortunately, tonight was a different story. We ordered a large pizza. After opening the box we realized the dough was very thin, something wasn’t right(we order often as stated before and this was not normal) my father called and asked to speak with a manager. The woman who answered connected us to a “manager” Kamya, I believe her name was. She claimed she couldn’t hear him. Once she was “finally” able to hear him and he explained what was going on she became very hostile though she admitted that the dough was not proofed enough, therefore the dough was not ready. My father asked what she could do about it and she said nothing could be done and immediately hung up the phone. My father and I came into the restaurant. Upon arriving and asking for the manager “Kamya” rolled her eyes and came up to the register. She looked both of us in the face and told us “no I did not answer the phone, I have no idea what you’re talking about” then went back to making pizzas with the dough that was once again- not proofed. We asked for all of the managers to come up in which they did. Rachael spoke to us and she was very accommodating, said this was unacceptable and gave us a credit. Meanwhile while we were speaking with Rachael, Kamya was in the back smirking and rolling her eyes.

While the credit is appreciated this was UNACCEPTABLE on every level. I’ve read multiple reviews and this is a common occurrence within the last couple months. Hanging up on customers? Selling food knowing it’s not up to par? Do better. Treat not just your 1 time customers but also your loyal customers with respect....

Absolutely pathetic, I will never order from another Francos establishment ever. I watched them lock the door in a first responders face on 12/28/2022 at 8:25 pm. Store hours are stated till 10 PM. I spoke with the gentleman and asked what had happened and he said he just worked 28 hours during the Buffalo storm relief and he was hungry. He knocked on the door and they totally ignored him. So out of curiosity he called them and a young lady answered the phone and said they were closing early. So he then asked her what all the boxes with slips on them on the rack were and she told him they were other peoples orders that were up. He said to her "How do you know I am not here for one of them when you locked the door in my face?" She had no response! She then changed up and said those were stiffs on the rack and that they were going in the garbage and could not sell him one. He asked for a manager and she said "Ha! There are many managers on duty tonight, this is our Policy" Obviously the staff inside there had other plans for the owners "stock or shall we say stiffs". He said he told her he was going to inform the owners of her conduct and how her customer service was and I hope he did. I was offended for him so offered him a ham sandwich from my leftover Christmas dinner and he gracefully accepted, very nice gentleman I might add. I will never order from Francos ever again, this is now "My Policy" I will not support a business who hires this kind of staff and I now see the true colors of this place. If I were you i'd think about this review and think twice the next time you go to place an order with this business. Do Not...

I just had one of the most horrible customer service experiences with this location. A year or more ago, Franco's created this new policy where if you ordered online with a credit card, you had to hand the card over to the delivery person so they could copy down the numbers and check if it was really yours. My daughter and I thought this was suspicious and politely handed back the pizza and asked for our money back. That delivery man went back to the restaurant and told them that we 'threw the pizza back at the pizza delivery man'. We moved on from this incident and continued to order from francos. However every time we ordered, we noticed that this complaint would be written on our receipt even though we actually never threw anything at anyone. Again, we ignored this and continued to order. Today, however, we ordered pizza at 8:45. At 10:30, my daughter and I realized that our pizza hadn't arrived yet. We called, and it turned out that they had cancelled our order because of this false complaint that had been written about us more than a year ago. I called Francos and talked to the assistant manager, who refused to give me her name, was extremely rude and nasty to me, and simply hung up on me when she didn't want to answer any more of my questions even though I had been nothing but polite to her. Basically, because of a false complaint made about me more than a year ago, $40.00 was stolen from me. I have been ordering from Francos for literally years and do not deserve this...