Carolyn F.
Yelp
Due to COVID, it's been 18 months since my siblings and I have been able to be in the same room as our mother who's been in nursing care. There was a lot to celebrate since she beat Covid last year and all of us have been vaccinated for many months. The nursing home found a way for us to meet in a private room and because we were all vaccinated, we would be allowed to bring in pizza and cake. Our time allocation was from 2 o'clock until 4:00 PM.
Although this was to be a small gathering, we also wanted to provide pizza for the staff at the nursing facility as a way to thank them for the care and the difficult year they have had. The nursing home recommended MARIOS. Knowing that the pizzeria was familiar with the nursing home location, we agreed to order from MARIOS.
I went online to get a sense of their menu. Their website allowed me to send an email which I immediately did. In that email , I told him that our order would be for 12 assorted large (pizza) pies and that the delivery window would need to be between 2:00 and 2:15 PM on Sunday, August 21. This was important since my mother tires easily and there would be a shift change at 3 o'clock. We wanted to make sure that the dayshift was able to enjoy the treats. In the same email, I asked them to contact me for the details and credit card information. I was very impressed when within 10 minutes the restaurant called me to review my order. So far, five stars.
CONFIRMED ORDER: The gentleman took the specifics of my order: six plain large, two pepperoni, two white pizza, two pepper and mushroom. 12 large pies altogether. All to be delivered between 2 o'clock and 2:15 PM on Sunday, August 21. I further instructed them to make sure that they were delivered directly to our party location so that we could review the order and take care of the staff directly ourselves. HURRICANE HENRI WARNING: when the hurricane warning came in for our area, I contacted the restaurant again to ask how much time they would need if we needed to cancel due to the hurricane. He told me I would need to cancel by 1 o'clock on Sunday, an hour before delivery time. I advised them at that time that I would only call if I was needing to cancel or post phone. No call meant the delivery was on. I provided my credit card number and added a 20% tip to the order. Total cost for 12 pizzas with tax, delivery, and tip quoted $263.00 expensive but I gave him my credit card.
FIASCO: on the day of the gathering, we drove the 70 miles to see my mother. When we arrived at the front desk of the nursing home, we asked if they could send the pizza directly to our gathering space.
2 o'clock came and went. 230 came and went and we saw the day staff leaving for the day. I called the restaurant and asked what was happening with my order. They immediately started arguing with me that they didn't know that we still wanted it and that they tried to call me. Of course I was in the car at the time and did not have a signal. Nevertheless, I told them that I had instructed that unless they heard from me, we would be taking the delivery. After all, I had already paid for it.
IT GETS WORSE: after three, the next shift was rolling in and the pizza still had not arrived.
Our time with our mother and family was running out quickly. Then it happened: The young lady from the front desk arrived with six large pizzas. Six, not 12 as was ordered and paid for.
I rushed through to stop the delivery person before they leave. The poor guy had no clue. He said he was to deliver six pizzas. He handed me a charge receipt for $214. TWO HUNDRED AND FOURTEEN DOLLARS.. That would be over $30 a pie. Double the cost of what it should've been in our area.
The delivery man called the boss &handed me the phone. He argued with me. No apology and FAILED to deliver on time, and now OVERCHARGED me by double.
He tried to make it seem like it was my fault. The order was in writing, the order was communicated to two people directly including the types of pizzas and how many. The credit card was provided days earlier including a generous tip for the delivery driver. It's a pizzeria for goodness sakes. It's a pizzeria. THEY MAKE PIZZA. In this case, 12 pizzas.
ATTITUDE LOSES THEM 2 Stars. Another deduction for OVERCHARGING ME 100%
I contacted the credit card company to let them know what had happened and that I would be disputing the charge. The charge was red flagged. I texted the owner/manager to let him know that I caught onto the double charge and then I would be disputing and requiring a refund.
We sang happy birthday and had cake. As we were getting ready to say our goodbyes, six more pizzas were rushed in. Way too late for the party. MARIO's lack of internal COMMUNICATION CREATED CHAOS. do NOT recommend. By the way, the pizza was OK. On another day I would rate them 3 to 4 stars for the pizza. There are other better places in White Plains