Mancini's Pizza and Wings — Restaurant in Whitby

I have been a semi regular at Mancini's since they opened 8 years ago. 8 years ago, because I love Veal and chicken park sandwiches I of course wanted to try the new guys in town. Not to be disappointed I got what I hoped to get in a heaping amount of delicious breaded veal on a FRESH bun with some delicious tomato sauce and a really nice flavoured (and perfectly spicy) jalapeño spread as per my request. I was a frequent visitor of Mancini's along with Sinatra's in Oshawa until Sinatra's closed down a few months back. I actually chose a veal sandwich from Mancini's as my last meal before a scheduled 3 month getaway to Miami in April (2018). It was as usual the sandwich I always loved with lots and lots of veal.

When I returned from my trip last week I once again wanted to have another of their veal sandwiches so went in for one. Sadly I got a sandwich with only two thin pieces of veal. I was surprised at the literal 80% reduction in veal. I wanted to find out if this was a result of cost cutting due to Kathleen Wynne's ill advised 40% minimum wage increases that surely forced many restaurants to cut costs including food costs. I called up Mancini's to find out if this quantity of veal was the new norm due to the pressure they have on labour costs now and I was assured it was not and nothing changed with the recipe. The owner sincerely apologized for what he thought was a portioning error. I must stress this... mistakes happen in any business especially the food business. People should not be so inflexible and lacking understanding to not think mistakes happen. What is important is if and how they are acknowledged and fixed. And this is where great management and customer service and genuinely good people can come into play. And that is exactly what happened. Unlike many instances in the food business when things go wrong and the management / employees say all the things they're trained to say but lack sincerity to them and look to do the absolute minimum possible to fix the matter, the owner of Mancini's did an exceptional job taking any and every step to make me happy and truly fix the issue when it was pointed out to him. He was polite, easy going, sincere, humble, appreciative, and just a decent business owner as well as a good human being. I could tell he not only got it when it comes to customer satisfaction and the customer / business loyalty dynamics but was acting in a genuine way. Not that fake way places act where they say all the "right" jargon but you can see it and hear it in their voice they are in annoyed and would prefer you just went away, but instead the owner of Mancini's was exactly what anyone would hope he would be in a situation where an honest mistake was made and he was sincerely happy to try to make it better. He's a good man and he runs a great business and I am looking forward to showing him my appreciation for his sincere desire to make things right by continuing to be a loyal customer of his fine establishment.

The point of this story is not point out I had a mistake made on my order (portioning mistake) because mistakes happen, but to show that if that were to occur in a very rare occasion, Mancini's will do everything they need to make sure your experience with them will, in the end, be one where you look forward to coming back soon. Thank you again for the great customer service and show of appreciation for my years of loyalty to your fine place! I will...

My mother and I have been coming to this restaurant for over a year now. I have even posted meals on my social media and promoting this restaurant. Not anymore. I was always satisfied with my meals until today. I got my soup and it was more oily (you can tell with the liquid). My supposed to be chicken chipotle sandwich came a bit afterwards but I got a turkey sandwich instead. I ate it but it was very very dry! I also asked for a glass of water at this time. Then right before my mother got her pasta dish, we had smelled something burning. Little did we know, mother got a hard & burnt slice of bread. Her pasta dish was also luke warm. My mother kept asking for the young lady working, until my mother had to get up and ask for a slice of garlic bread and my water. The stuff didn’t come yet, so then a group of 6 people come into the restaurant. The lady takes the order and let’s them sit down. What does the lady do? GIVES THEM THEIR WATER! At this point, my mother is finished her bowl of pasta, and I am done my meal. I then get up, asking an Asian lady for water. She told me that she would tell the other girl to bring me water... wait what was the Asian girl doing? MAKING PIZZA. I’m sorry, I thought you are supposed to ensure your clients are happy before making more of your food? After both meals were completed, we get the garlic bread?!?! What?!?! We left it and said sorry, we are all done. The Asian lady brought the bread and said sorry we had to cook it. I get that, but you couldn’t bring me my water? I was very very dissatisfied. I miss the older Asian lady, at least she knows how to provide proper service. My mother and I will not be attending this restaurant anymore.

• after this incident, the manager took care of us. I have never had a problem since then! My mother and I still attend the restaurant at least...

I wish I could say we loved this place because we like to support small, local businesses instead of the big chains. I must preface this by stating that we had delivery which would affect our food, as well as not being able to experience the wonderful service that we read about. First, the pizza was nice and we'd give it a 4. The crust was the best part. The sauce didn't taste homemade and the toppings were just ok. The wings were dreadful. We had preordered our food and I specifically asked for well done extra crispy. They came undercooked with chewy skin - just what we did not want. To top it off, they were breaded! If you are going to specialize in wings then you must indicate that the wings are breaded or at least give the option for non-breaded. I asked for the sauce to be medium and we received sweet barbecue sauce. I realize that sitting in a container for the delivery affects the food's texture but we've had them well done extra crispy on many other deliveries.The food came in plastic containers. I would save this place for pizza only and perhaps may try...