Marcello's — Restaurant in Ottawa

We have visited this location many times. The food has always been top quality and portions generous. We usually dine in or order at the drive through. Yesterday, we decided to order online for pick up. When we arrived to pick up our order, the staff member demanded our order number, which door dash provides. We never received an order number. We did not order door dash delivery (we have never used door dash at any restaurant) did not provide our home address when ordering for pick up. We explained this, clarified we used the Marcello online order for pick up. The staff member argued with my husband what seemed 5 minutes before grudgingly handing over our order. As a result, our food was sitting longer than necessary. Either staff need training on pick ups or your online app has some issues.

In reply to the anonymous person from Marcello (not willing to standby their own name). First of all, as I tried to explain at the window I was NEVER given an order number and did not use doordash, skip the dishes or uber eats. I used the Google order on line button you see the review page, which send to the three logos you mention and an order.online link which I used going straight to a blank order form and not through a 3rd party. I did not use Doordash. This because I NEVER use a 3rd party app in order to protect my personal information.

This online link worked. I placed my order, received a verification number that I inputted, the order was confirmed by Marcello's, my credit card was charged, the meal was prepared and Marcello's notified me the order was ready. The disconnect was at the window where the gentleman was condescending and was not listening to me but rather pushing his point about an order number.

The fact I did not use a 3rd party app through your website is immaterial and any other minutia. The issue was you accepted and processed my order then handled the confusion at the window poorly. The small issue was the attitude at the window of not figuring out the problem but treating me (the customer) with a less than understanding and supportive manner. If this is suppose to be ideal employee behavior I would hate to see your worst. The reason I got angry was this person did not communicate effectively and created a lot of frustration. This is the relatively small issue, but the reply shows me a bigger issue for any business, that is, there are many people use the internet differently. If you do not want people accessing the order.online link provided by Google or possibly you have glitch in your system that customers get caught in. Do not assume that the customer is always wrong (which I have seen in other reviews of Marcello's). Every organization needs continually have an honest look at themselves, investigate problems with an open mind adapt, change and grow; otherwise the future will not be that optimistic.

As a retired organizational behavior specialist, I would appreciate if you take my words, and reflect long and hard as to how you are treating customers when things do not go YOUR way. Check out any potential technical issues, look at how you are being displayed on the internet (not just your website) and develop your staff to better handle problematic situations. There is plenty of room for improvement.

You are not communicating the complete truth in this matter and my review stands as written. I have lowered my service rating to reflect your attitude.

You do not have to worry I will NEVER frequent your establishment ever again, and I will tell everyone I know about...

I had a craving for a Philly cheese steak. Checked the web, TripAdvisor, Yelp, Reddit, etc .. Marcello's appeared on all of them with high rating. Instead of using a delivery service (Uber, Skip, Doordash) that really doesn't help the business much), I decided to go for a 15 minute drive. WELL!!! .. based on my experience I would have driven a lot farther for the excellance I experienced. Landing; more than plenty of parking. Entrance; Accessible to all. Entry; Bright, clean and huge section of seating (patio as well). Multiple screens with sports on it. Ordering; Well indicated. Warm and friendly greeting. Food/Beverage Selection: licensed Pub style fair with something for everyone. ( I ordered a Philly steak sub & small French fries. They supply a pager/beeper to advise when your food is ready for counter pick up to bring to your table. Kitchen; Open to all for vieing. Clean and well organized Food; Overwhelming portion size! To start the small fries we're large enough for two adults and a child. The Philly, packed with beef, mushrooms onions green peppers, cheddar and mozzarella. It was delicious!!! ( Couldn't finish both so took them home) Price; Great for the large portion size way less than any establishment I've been to for quite a long while. Rest rooms; didn't enter, I can only assume it's spotless like the rest of the environment. Summary; Excellent. It's now going to be my go to place for a Philly sub. Will definitely go back and try some of there other diverse menu items. I recommend you go for a...

Good concept fast food multiple options including healthy options. The place is big and the service is very slow. We ordered a protein bowel chicken and one stake. The chicken took 20 min the stake 35 and wasn’t ready, asked them about my food they were lost and the boss said he will make it in a minute. He also asked the staff not to give orders without taking receipts( not sure if he meant that i stole the food or someone else did). The good news they found the food and called me. So taking everything in consideration i hope they work on the service but the food and the price is good. I would provide better cutleries too .

Update: changed to 5 stars, i went again today and Anthony the manager recognized me and explained to me that the comment was not meant for me. All respect to you for taking the time to reach out to me and for making me feel that my opinion matters. The service was very fast and the customer service was great. The food is excellent i will go back and will recommend the restaurant to my friends! The tiramisu is to die for(...