Next time I'm in New Haven, I'm going to Modern for pizza. We had a really rotten experience at Sally's.
My wife and I decided to take my mother for pizza in New Haven during a trip from New York to Boston. We went to Sally's. On a Friday night, we expected a somewhat long wait and got it. We arrived at 7:30. It took about 30 minutes to get inside. No big deal, that's normal. Some weirdness was going on with reserved tables, but that's neither here nor there.
With a long time to wait in line, we had plenty of time to decide exactly what we wanted to order. Nontheless, sitting at our table, ready to order, it took 30 minutes to get a waiter's attention (he did throw some not-needed menus at us after about 15 minutes). At 8:30 we finally ordered. No apologies for the wait were forthcoming.
The air was thick with a "resting on our laurels" / "screw you, we're famous" attitude. Granted there were only two or three waiters working the room, but it's a *pizza* restaurant with no more than about 15 tables in it. After placing our order, it took *one*hour*and*ten*minutes* to get our pizza. Having arrived at 7:30, then been seated at 8:00 (ready to order), we didnt' get our food until 9:55. No apologies from the staff, though the waiter did assidously avoid eye contact after promising to "be right with us" a few times (we wanted to order more drinks).
At 9:55 the first of the three pizzas we ordered arrived. Kind of a long wait, even for good pizza. At 10:15 the third pizza arrived without the cheese that we had actually discussed with the waiter. When I called him over to tell him about it, he said he'd be right back. Ten minutes later, I finally got sick of waiting for him and took the pizza up to the coutner myself to ask them to fix it.
At this point, I was really unhappy. I decided to tell Flo (the owner) what was going on. Very politely, (and in an amazingly pleasant voice) I called her over to our table and said "We come here often and have really enjoyed it, but the service is amazingly slow and kind of 'off' tonight. Is something wrong?" Avoiding the issue, she said "Your pizza with the cheese will be ready in a minute," and started to walk away.
Me: "The mistake with the cheese really isn't the problem. We've waited almost 2 hours to get served."
Flo: "Since you got here?"
Me: "No. Since we were seated,"
Flo:"Two hours since you were seated?"
Me: "Yes, almost two hours since we were seated."
Flo: "That is a long time."
At that point, she walked away, *no doubt extremely grateful for our feedback*. The crowning moment of the evening was that the waiter didn't apologize for the mistake with our order until he brought the check. Conincidence that he should only apologize at tip time? Kind of doubt it.
Something has gone terribly wrong with Sally's. That was some of the worst service I've ever gotten in any kind of restaurant. Totally uncalled for. Worse, my complaint, which was more like a polite question, went completely unaddressed. Next time we want pizza in New Haven, we're going to Modern.