Marcello's Pizzeria — Restaurant in Vaughan

We had the worst experience with this place. We were so disappointed with the owner and managers. We thought it would be a nice place to go and celebrate our daughter’s birthday so we decided to personally go in to make a reservation for the following week. We should have known the customer service was bad when a customer was leaving the restaurant and an employee was at the door arguing with the customer. We still decided to go in to make reservations for a party of 10. They advised they don’t take reservations only up to a certain time which was 5:00 on Sundays.We made reservations for 5:00. During the week I called to see if they could accommodate if some people were going to be about 15 minutes late and she said absolutely not. I said that we would get there by 5:00 but some of the guests may be 15-20 minutes late due to the distance they had to travel. I then asked to speak to a manager and spoke to Carmela. I explained the same thing and she kept saying she can’t accommodate me and asked me 3 times if I wanted to cancel the reservation. I couldn’t believe that she was asking me if I wanted to cancel instead of trying to accommodate us. She was acting all high and mighty with a terrible attitude. She was rude and snobby. It was clear she didn’t want our business. I told her that I did not want to cancel I just wanted her to try to help come up with a resolution but her answer was to ask if I wanted to cancel.. She then said sorry can’t help, went on the say Ciao and then hung up. I’m in the business of customer service and I was completely appalled with her attitude not to mention the fact that she hung up on me before I could even say goodbye. I called back to speak to the manager and he was not in so I left a message with someone asking him to call me but I never heard back from him. I called back the following day to discuss my reservation and spoke to another manager Emily and said she said he is too busy and that he could not come on the phone. I asked if I could leave my information for him to call me back at his convenience and she said he will be too busy to call me back. Wow! My business was not important at all. This is horrible customer service. Their so called managers Carmela and Emily are very rude, especially Carmela. Despite the fact that we were treated badly we still tried snd made every effort to celebrate there. I realized our business was not important so we decided to give our business elsewhere. Which is a shame because Marcello’s turned away $1000 that we gave to another business. All because their managers are rude and owner did not call me back. The owners should have meetings with their staff on how to treat customers but then again if the owner is refusing to speak to clients then how can we expect good customer service from their managers and staff. Don’t go to this place. There are so many places that are much better and give amazing customer service. I guess they feel they are superior and better than...

This has been an ongoing favourite eatery of mine. Over 4 star but need to drop it to three based on experience and poor ambiance. On my most recent Mother’s Day weekend I was satisfied with the food and service. However, one thing that quickly became apparent is that ALL STAFF WERE WEARING MASKS. It appears like staff is being suppressed and I could barely hear the waiter because they were talking through a mask. Very annoying and very impersonal. Not a single customer was wearing a mask (surprisingly). Businesses unfortunately are caught in the middle of this political division being promoted. As an average citizen it is now our duty to call out and make aware establishments that pressure and/or continue to push ineffective masking and other illegal and immoral violations of fundamental human rights. I will avoid this establishment if they continue to pressure, ask, or request employees to wear a mask. It is also silly considering not a single customer had a mask on while I was there. This fake show must stop and I will no longer spend money at this establishment and I will tell everyone I know and who ranks freedom over faux science and lies. The pandering to the hypochondriacs of the world needs to stop otherwise they will seize every opportunity to continue to restrict and violate individual freedoms. I am sure out of the numerous employees at least one would prefer not to wear a mask. It’s obvious there has been a request or pressure for employees to wear a mask. Will no longer support. Next time I go I will walk in and if every employee is wearing a mask I will just walk out. We are at the point where our money is spent is one of the few freedoms we have left and I am certainly not going to add it to those who see no problem as to what continues to pass as normal or acceptable in the broader society. To be masked and your breathing restricted for entire shifts at a time? Enough of this nonsense.

Update: Have returned many times since. In that time renovations were completed and the food and pizza are great. Revising previous 3 star rating which I gave during those dystopian times...

There should really be an option for no stars.

We had a terrible experience here and will not be returning. Anyone should steer clear of this place and go anywhere else for better service and food. We were a group of three adults and three toddlers (who pretty much had bits and pieces of our plates), yet the restaurant treated us like a large party and charged us a mandatory 18% gratuity without any notice. Firstly we got an outrageous charge for Hot Water: I requested hot water and even though the server did tell me she would need to charge for it which I said sure its fine to not create any issues, was shocked to see that at the end it costed more than a can of soda. Charging this much for hot water ($3.00) is absurd and feels like a blatant rip-off. Next the automatic gratuity policy was applied because we were a table of six, even though three of those were toddlers who did not consume any food. This policy was never mentioned to us by the server or on the menu, making it feel like a sneaky upcharge. Then one of our main dishes came out wrong which we politely did not mention at the time as we decide d it was not worth the trouble when we are here with kids. However when we did point out our concerns at the end before leaving , the server was dismissive and was rationalizing their flaws. Even, when we asked to split the bill, the staff informed us they couldn’t accommodate this request, which made paying extremely inconvenient for our table. Speaking to the manager was also pointless as they made it seem like their policy is law and that inflation is why things are so costly. I am sorry but if you're running a business you can afford to heat up water and serve for free. The reasons they provided was a joke and embarrassing.

Overall, the service was slow and inattentive, the policies were poorly communicated, and the charges felt unreasonable. We left feeling frustrated and definitely won’t be coming back. I do not recommend this place—save your time and money and...