This by far is the worst pizza I’ve ever had from a Pontillos. The crust is so hard that you have to use a knife to get through it and when you do it’s burnt, the crust is burnt underneath is burnt when you called to complain, they won’t refund or make you another pie. Extremely bad customer service, they tell you they have to talk to corporate before you can get a refund or another pizza. I’ve been in Foodservice for 35 years and I have never in my life had such terrible service when it comes to complaints this place oughta do better and make things right for customers you pay $22 for a medium pizza that you can’t even eat
Atmosphere: 1
Food: 1
Service: 1
Chris Miller
Ordered a pizza with my mom, and they burned the hell out of it. Called for a remake or a refund, and they said they have to have corporate deal with it. Couldn’t even bite into this brick of a “pizza” You guys won’t be getting any more business from me. I will make sure I share it with my 10k plus friends on social media too. Unprofessional and you will be losing business. Zero stars if I could.
Atmosphere: 1
Food: 1
Service: 1
joann paxhia
Ordered pizza with banana peppers and got green peppers. We removed them. Also ordered wings, asked for well done, they were barely cooked. We asked for medium sauce, it was like eating the sun. Never again.
Atmosphere: 2
Food: 1
Service: 1
Rodney C.
I wanted to share my experience on Super Bowl Sunday, which was also my daughter's birthday. She wanted pizza and wings for the game, so I called Pontillos , they told us an hour and forty five minutes, I said no problem. I arrived at pontillos and went inside to find about 12 very frustrated people, and a couple young kids behind the counter, the told me 15 minutes, which isn't bad, but 25 minutes later I had to leave with no food, they hadn't even started it yet. I had to go to Carriglios to get food. Never again at pontillos!!
robert shaffer
Bad customer service - The staff didnt feel like delivering down the street so they told me they dont deliver to me - Literally down the street - Do not
Service: 1
Angelique Nacci
I ordered two medium pizzas the other night, one with toppings and one without. I had ordered sausage, pineapple, and sweet peppers. The girl on the phone repeated it back to me as green peppers and I corrected her to sweet peppers, especially since green ones aren't an option on the menu. We picked up the pizza and didn't realize until getting home that the peppers were green and I was given pepperoni instead of pineapple. I called back to let them know, got a replacement after bringing back the original pizza, only to find out this one was wrong too, even though the order ticket was correct this time. Sausage, green peppers, and what seemed to be half the can of pineapple, juice and all, because the entire bottom of the pizza was soaked. First and last time trying this location, chili at least knows what they're doing.
Atmosphere: 2
Food: 1
Service: 3
Tam O'shanter
One of the best pizza’s in town. Delicious! Generous half sausage topping. Robust sauce, with perfect balance of ingredients, and slightly chewy crust.
Atmosphere: 5
Food: 5
Service: 5
Luis Rivera
Messed up my order. Call to talk with me get transferred to 3 people and wants to argue with me about my order. No one in my house will eat what them gave me so why would I order it.
Atmosphere: 1
Food: 2
Service: 1
Lili Daiss
Who could actually sell a piece of pizza like this?!?! I just asked for a slice and didn't get to see it before I bought it, otherwise I wouldn't have.
Went there when visiting cousins from England, Pontillos was my first pizza back in 1962 on lake avenue just before 42 school on the same side, best pizza we’ve ever had, it’s all in the sauce, would love to know the recipe.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cheese Pizza
Christopher Cahill (Soulful Warrior Rescue)
Best pizza i have eaten in Rochester so far!
Atmosphere: 5
Food: 5
Service: 5
Kelly Henion
I have ordered from them a few times as I do like their pizza but their service is awful. My last experience was on a busy Sunday so I tried to be understanding when my order wasn’t delivered in the hour timeframe I had been given but by and hour and half I decided to call. The girl who answered told me my order wasn’t in the system and there was a tone that felt like she didn’t believe I had placed the order. I was able to tell her the exact time and conversation I had when ordered and eventually she said the order was on the way and tried to blame it all on having a “new driver.” Having a new driver wouldn’t effect if the order was in their system or not. From the point this conversation ended to when I got my order was another 20 minutes, so in total from the time I ordered to when I got my food it was just under 2 hours. I understand it was a Sunday during football season but the way it was handled was a terrible customer experience.
Atmosphere: 2
Food: 2
Service: 1
Recommended dishes: Cheese Pizza
Jake Schmale
Pontillos has a deep reverence in the community. However it seems the pizza quality is not once what it was. Hopefully they can get back to the quality standard they once had.
Atmosphere: 2
Food: 2
Service: 2
Paul D.
This pizza is fantastic. I can't believe the low ratings. Y'all need to check your tastebuds. Realistically it's a 4.2/5, but I had to give it a 5 so people try it out. The wait staff is kind. It's cheap, and I ate waaaay too much. Plus solid beer. Thank you for a great dinner. I'll definitely stop by next time I'm in town. Oh. Ambience is very casual. Just feels like a family owned North American joint. What's not to love. Also, that foh was really young, but they were kind, and got my order right.
This by far is the worst pizza I’ve ever had from a Pontillos. The crust is so hard that you have to use a knife to get through it and when you do it’s burnt, the crust is burnt underneath is burnt when you called to complain, they won’t refund or make you another pie. Extremely bad customer service, they tell you they have to talk to corporate before you can get a refund or another pizza. I’ve been in Foodservice for 35 years and I have never in my life had such terrible service when it comes to complaints this place oughta do better and make things right for customers you pay $22 for a medium pizza that you can’t even eat
Atmosphere: 1
Food: 1
Service: 1
Ordered a pizza with my mom, and they burned the hell out of it. Called for a remake or a refund, and they said they have to have corporate deal with it. Couldn’t even bite into this brick of a “pizza” You guys won’t be getting any more business from me. I will make sure I share it with my 10k plus friends on social media too. Unprofessional and you will be losing business. Zero stars if I could.
Atmosphere: 1
Food: 1
Service: 1
Ordered pizza with banana peppers and got green peppers. We removed them. Also ordered wings, asked for well done, they were barely cooked. We asked for medium sauce, it was like eating the sun. Never again.
Atmosphere: 2
Food: 1
Service: 1
I wanted to share my experience on Super Bowl Sunday, which was also my daughter's birthday. She wanted pizza and wings for the game, so I called Pontillos , they told us an hour and forty five minutes, I said no problem. I arrived at pontillos and went inside to find about 12 very frustrated people, and a couple young kids behind the counter, the told me 15 minutes, which isn't bad, but 25 minutes later I had to leave with no food, they hadn't even started it yet. I had to go to Carriglios to get food. Never again at pontillos!!
Bad customer service - The staff didnt feel like delivering down the street so they told me they dont deliver to me - Literally down the street - Do not
Service: 1
I ordered two medium pizzas the other night, one with toppings and one without. I had ordered sausage, pineapple, and sweet peppers. The girl on the phone repeated it back to me as green peppers and I corrected her to sweet peppers, especially since green ones aren't an option on the menu. We picked up the pizza and didn't realize until getting home that the peppers were green and I was given pepperoni instead of pineapple. I called back to let them know, got a replacement after bringing back the original pizza, only to find out this one was wrong too, even though the order ticket was correct this time. Sausage, green peppers, and what seemed to be half the can of pineapple, juice and all, because the entire bottom of the pizza was soaked. First and last time trying this location, chili at least knows what they're doing.
Atmosphere: 2
Food: 1
Service: 3
One of the best pizza’s in town. Delicious! Generous half sausage topping. Robust sauce, with perfect balance of ingredients, and slightly chewy crust.
Atmosphere: 5
Food: 5
Service: 5
Messed up my order. Call to talk with me get transferred to 3 people and wants to argue with me about my order. No one in my house will eat what them gave me so why would I order it.
Atmosphere: 1
Food: 2
Service: 1
Who could actually sell a piece of pizza like this?!?! I just asked for a slice and didn't get to see it before I bought it, otherwise I wouldn't have.
Atmosphere: 2
Food: 1
Service: 4
Great wings & White pizza
Restaurantji Recommends
Went there when visiting cousins from England, Pontillos was my first pizza back in 1962 on lake avenue just before 42 school on the same side, best pizza we’ve ever had, it’s all in the sauce, would love to know the recipe.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Cheese Pizza
Best pizza i have eaten in Rochester so far!
Atmosphere: 5
Food: 5
Service: 5
I have ordered from them a few times as I do like their pizza but their service is awful. My last experience was on a busy Sunday so I tried to be understanding when my order wasn’t delivered in the hour timeframe I had been given but by and hour and half I decided to call. The girl who answered told me my order wasn’t in the system and there was a tone that felt like she didn’t believe I had placed the order. I was able to tell her the exact time and conversation I had when ordered and eventually she said the order was on the way and tried to blame it all on having a “new driver.” Having a new driver wouldn’t effect if the order was in their system or not. From the point this conversation ended to when I got my order was another 20 minutes, so in total from the time I ordered to when I got my food it was just under 2 hours. I understand it was a Sunday during football season but the way it was handled was a terrible customer experience.
Atmosphere: 2
Food: 2
Service: 1
Recommended dishes: Cheese Pizza
Pontillos has a deep reverence in the community. However it seems the pizza quality is not once what it was. Hopefully they can get back to the quality standard they once had.
Atmosphere: 2
Food: 2
Service: 2
This pizza is fantastic. I can't believe the low ratings. Y'all need to check your tastebuds. Realistically it's a 4.2/5, but I had to give it a 5 so people try it out. The wait staff is kind. It's cheap, and I ate waaaay too much. Plus solid beer. Thank you for a great dinner. I'll definitely stop by next time I'm in town. Oh. Ambience is very casual. Just feels like a family owned North American joint. What's not to love. Also, that foh was really young, but they were kind, and got my order right.