Prospect Pizza — Restaurant in West Hartford

I am sorry to say that, though I do normally try and do a positive review when it is especially deserved; this one is not. I WANTED to give them a good review as previous orders were fantastic, but this time they pretty much failed miserably.

Yesterday my husband and I made an order through Doordash as this is our delivery system of choice, and THEY did a terrific job. The problem came with the pizza itself. We ordered what Prospect normally calls the "Special Pizza" which simply has pepperoni, sausage, mushrooms, onions, and green peppers. We did ask for three extra consideration which we've asked for in the past and did not seem to be a problem then, so we didn't think of it as a problem this time. We asked for the brick oven crust, we asked to add spinach, and we asked them to make the sausage pieces smaller as they were like mini meatballs last time, and that is too large for us.

Now here come the problems. First they DID try and make the sausage pieces smaller, but because they tried; they ended up literally overloading the amount of sausage used. Now if that was the only issue; we might have forgiven them and just not ordered a pizza with sausage on it the next time. It was not the only issue though.

Second the crust was SO undercooked; it was literally DOUGHY... That by itself would have "grossed us out"... When we complained to Doordash as Prospect is a restaurant on their list; THEY totally apologized for the terrible experience, AND credited us for the cost of the pizza. HOWEVER, when I also tried calling Prospect AND talking to a MANAGER to let them know this was unacceptable for us; the ONLY response I got from the MANAGER was; "Next time you make an order; once you submit it; call us and make sure to tell them to please make sure it is cooked well this time." I got nothing else; no apologies, no question as to what they could do to make it better for us; NOTHING.

First and foremost it is NOT the customer's responsibility to have to CALL BACK to make sure it is properly cooked. I can almost guarantee that if the State Food Safety department got a hold of this review; they would probably want to INSPECT Prospect Pizza's system, and COULD give them fines and such. Secondly if only for good customer service; the manager should have given a MUCH BETTER response than what they did... For this reason, not only would I be very reluctant to call Prospect Pizza again; I am not sure I would recommend them to anyone else in the future. I am sorry Prospect, but this is how it is.

(Update) I has been about a year since this last review, but this time we tried to use a delivery system called Slice because they advertise that they have all the best pizza locations in their system! After what happened today; it makes me wonder if the pizza places try to buy their way in because Prospect is NOT the best at all in my opinion... This time they didn't even rate mediocre! Same problems in fact as last year! I Don't think I will EVER order from Prospect Pizza again!

Oh and BTW Prospect; you CANNOT make garlic bread with soft grinder rolls and call THAT Garlic bread.... That is CHEESY to say the least!! (Yes pun...

Do Not Visit This Establishment!!!!!! Customer Service Is Horrible! They take food back and resell it or serve it to their employees!

I have been ordering from here for over 5 years, tonight I place an order for a pizza . I asked them to repeat the other 3x making sure they had my order correct. After 45 minutes I received my pizza, I even tip the driver $3.00 even though restaurant charges a delivery fee and he didn’t even come to the door.

Once inside my home I opened pizza and my family and I started to eat. We realized this pizza did not have all the toppings we asked and paid. I immediately called the restaurant and informed them they delivered the wrong pizza. Immediately the man that answered phone, who was the same person I placed the order with argued with me about the toppings on my pizza, saying we did not ordered these toppings even though he repeated my order to me 3x. when I first place my order. He finally admitted he made a mistake.

Then he asked that I bring the pizza back and pick up new one, which I refused to do. If I wanted to leave my house and drive at night I would of done that to begin with. I finally got him to send driver back and asked for a refund, at this point I was aggravated and had already ordered from a different establishment.

Driver gets back to restaurant and I get a call from the same guy! He says there 2 slices of pizza missing! We had started to eat as a family so obviously the food had been touched before we realized that they send the wrong pizza. Should I have put the 2 slices that were bit back? He immediately starts yelling and saying he is not going to refund me my $28.81 since there’s food missing. I asked him what could he possibly do with the pizza I returned since it was touched and bit and this man said “I could of re-sold or serve to my employees!” Disgusting 🤮 to even think you would do something like that! To bring food back inside of your establishment and serve to someone else, same reason why after arguing with him for 30 minutes I did not want one remade.

This is not about the money, but your service sucks and you are out here serving other people food after it’s been returned! I’m not sure if they have new owners or if the person I spoke to was just an employee, but this is...

I've been a loyal customer for over 30 years, last night I was told ten minutes wait time on a pickup order. I arrived 15 minutes later, the store was empty, and there were no customers before me. The young lady had left the register and was cleaning tables, the young man at the register , greeted me, I asked for my order which should have been done five minutes ago, I was told oh we never put your order in the oven, it will be another 10 minutes. I asked for my money back, they played cat and mouse, but offered me a free soda, for my now 10 more minutes of wait time. When it came time to give me.my food, I wasn't given a free soda, and was told the owner isn't here, and we can't lose the 4.50 we charge for the soda, it was offered , I didn't ask for it. So I was lied to, so that they wouldn't lose a sale. The female wanted to give me the soda, the male started a verbal argument with her in front of me over said free soda. Wow after all these years, I'm going to meet the owner face to face, and tell him why he just lost my families business. I order from them at least 3 times a month. A shame they have forgotten the mom and pops feel of their restaurant, lost a...