Santora's Pizza Drive-In — Restaurant in Town of West Seneca

Worst Customer Service I've Ever Experienced

I’ve been coming to this pizzeria for over 10 years, but after this experience, I’m done. I picked up a to-go order of 15 medium wings, and when I sat down in my car, the box leaked everywhere - on my jeans, the seat, and the floor. There was so much liquid that it poured out. Luckily, I had a garbage bag in my car, or the mess would’ve been even worse.

I went back inside to let them know what happened. The girl at the counter didn’t even apologize. I told her about the stains on my jeans and the mess in my car, and she just took the box (still in the garbage bag) and walked to the back saying she'd be right back. While I was waiting, the owner came over and asked if I was being helped. When I started to explain what happened, he cut me off mid-sentence to talk to another customer like I didn’t matter.

About five minutes later, the girl came back, handed me a new box of wings, and just said, “Here you go.” I said, “That’s it? I get a repackaged box of wings?” She said they made new ones and then huffed and walked back to ask the owner "What do you want to do with this?" in an annoyed tone.

The owner says to me “I don’t know what to tell you. Have your car cleaned and send us the bill, and we’ll submit it to our insurance.” Still no apology, no acknowledgment of the inconvenience - just a cold, dismissive attitude in front of about 7 other customers.

It’s not the mistake that upset me; it’s how they handled it. I wasn’t rude or yelling - I understand how tough customer service can be because I’ve worked in it myself. I just wanted them to show some basic care and acknowledgment. A simple "I’m so sorry this happened" would’ve gone a long way, but instead, they acted like I was an annoyance. After over a decade of being a loyal customer, this was the worst service I’ve ever...

Wow! The owner is unhinged! That's all i can say. We will never return. First, two of three of our orders came ten minutes before my wife's food. I ordered a calzone. Unless otherwise specified, a calzone has ricotta and mozzarella, and meat of choice. Here, it is just a pizza dough folded in half, with sauce and nothing else on the inside, with a little mozzarella on top. So, it is a folded pizza with half the amount of cheese as a pizza. I ate two bites, and could not find any cheese, so I asked server if I could have a side if ricotta. She said "we don't have ricotta ". Let's go to when my bill comes with to go boxes. I asked that if I was being charged for my uneaten meal, then I would take it home (I do have ricotta). She told me to go talk to owner. I told him that what I got was not a calzone, he was rude and said "that's how we do it". I said "that's fine, but you should call it something else, because it is not a calzone". He said that because i took a bite, that I had to pay for it. Fine. Bad service..but fine. I sat down and then got up to go pay at register (not sure if you have to pay at register, but my server walked by me twice, and I wanted out of that place). I go to register, and said to the owner "what's your name, sir?". He said " get out of here, or I am calling the cops". I asked him, "for asking for your name". He walks away and picks up the phone. I am standing there the whole time with my bill and my debit card in my hand at the register. I reminded him that misuse of 911 is a crime. He came to me and asked if I was going to pay..duh.. handed him my card. Then, and only then, did he instruct his employee to take it off my bill. I worked in the restaurant industry for a long time, I have never seen this before except for on TV shows. I feel bad for...

IM NOT GOING BACK AFTER THIS!!! I had ordered a sub and paid extra for chz to be on my sub I also paid extra for extra chz. I drove away with my takeout food to my dog training appointment and ate, to find the cheese missing on the sub. I had no time to call that day because my appointment was 3 hours long and by the time I got home it was 10pm and time for bed. so I called after I got back home from work, the next day. To be treated like an absolute problem on the phone. I was told that I should of called that day because they would of remade my order. Like I said I had a long night and there was no way I could call I had things going on. The lady I talked to on the phone was very rude and not apologetic at all more of treated me as an issue that she wanted to get rid of asap. After I told her I lived 40 minutes away and I wouldn't of came back for a remake anyway she offered me 5 dollars off my future chicken finger sub. I then had a question and she just interrupts my question and says "mam like I said I'm giving you the 5 dollars off..." and I cut her back off and say I literally just have a question...she annoyingly says go ahead all I was asking was what the sauce was that came with the sub I ordered because it was not the hot sauce I asked for to be on the side...I'm sad, this was one of my favorite pizza places in Buffalo but after how I was treated, I'm...