Frank's Pizza & Italian Restaurant — Restaurant in Town of Wallkill

This review isn't about the food but more the service I received. I went to order 2 slices and he said he only had 1 of the kind I wanted and the wait for another would be 15-20 minutes. I declined the wait and said I would substitute 1 for a plain slice. I then moved to the side so other customers can order. When I reproached to pay about 10~ minutes later the guy at the front counter kept avoiding me so when I was asked if I needed assistance by another worker I told him I just wanted to pay for an order I already placed. When he couldn't find my pizza order he approached the other worker who then told him he sold my pizza to a other customer who came in after me and that i would have to wait another 20 or so minutes so they can make another pie!

I didn't get his name but I've been here about a dozen times and it's always the same guy in the front with dark/black hair.

I do get that it was kinda busy during this time but instead of trying to hide from his mistake he should've tried to correct it in advance instead of trying to avoid me. Requesting to speak to a manager by phone lead nowhere. The woman who answered would not let me speak to them and only said "we offered you to wait for another pie to be made but you declined".

After waiting in this establishment for the amount of time that I did for pizza that just needed to be reheated why would I want to wait an additional 20 minutes.

I was Not/am not looking to be comp'd for pizza, but taking ownership in the mistake would've kept me from making this review. Not 1 person apologized or seemed to care. I was just 1 of many customers. It's obvious that they do not need my money so I will go to an establishment that does/appreciates every customer that walks in.

Good food but the...

My family and I were craving pizza on a Friday night. We called our order ahead as it was about 8:15 and it would soon by our toddler's bedtime. We arrived and sat ourselves in a booth. Shortly after a young lady greeted my family and my husband explained we had ordered a pizza ahead of time and if she could return to return to grab our drink order since I had run back to the car. She came back with our pizza a few minutes later but did not grab our drink order. We were happy by how quickly the pizza arrived. That young lady never returned to our table. I looked around for her to request some drinks. I was not able to catch hers or anyone's attention. Luckily, the owner Carlos was seated behind us. He took our drink order and brought over the condiments we wanted. A young man brought our drinks. No one came to check on our experience or if we wanted refills or anything else the entire time we were eating. We flagged down another young man after waiting 10 minutes after we were done eating to bring us more drinks and confirm the identity of our server. He brought our refills quickly. A minute later, the first young man came over and said, "you needed something?" I shook my head and confirmed that we receive our bill for our meal at the counter. We paid and Carlos shouted goodbye and smiled from across the restaurant. I am not sure if I will return to Frank's Pizza. The pizza was soggy, oily and salty. The service was terrible. The highlights were the owner jumping in to help us and warmly saying goodbye. I wish he would train the rest of his staff to have the same level of...

Been coming for over 10 years. Great food, customer service has been ok. Ordered 2 deep dish pies tonight. Came to get them and… they gave them to someone else? The guy at the counter said the short dude who was initially in the back read the order and the person said that was theirs and paid. Really? They ordered the same custom deep dish pie with vodka sauce that I had? Hard enough to believe to begin with, then the guy at the counter made it a point to tell me that his guy didn’t mess up, it was the other customer. Offers to put a rush on it. I ask won’t it still take 30 minutes to cook? Yes. I paused to see if he would make it right somehow, but nothing, so I walked out. You deliver, why not offer to deliver it? How about a discount? So I should wait another 30 minutes of my hour work break for their mistake? The last deep dish Marsala pie I ordered was not made deep dish. That time I got an apology and 2 bucks off – but the non-deep dish should be cheaper anyways, so no real attempt to make things right. After all these years, my last 2 visits were very disappointing. Not sure if I’ll be back. I know losing one person won’t hurt your business, but I thought you should know. I worked foodservice for 20 years, and I've learned that if it’s happening to one person, it’s...