Marino's Pizzeria & Cafe — Restaurant in Addison Township

I want other customers to be aware of the horrible customer service I received at this restaurant. Since I moved to the area four years ago I have been a very loyal customer and enjoyed the food, but after my last incident, I will never give my business to Marinos again. I placed an order for a pasta with vodka sauce. When I received my order it was a red Marinara sauce. Since that is not what I ordered, I called and told the girl that took my order that I had the wrong food order sent to me. She then put me on the phone with the manager DINO. Right away he asked me how he could help. Once I told him that I was sent the wrong order and I received a marinara sauce instead of a vodka sauce he rudely asked “Well how do you know it is not vodka sauce?” I told him that I knew what vodka sauce was and it was a red marinara sauce. He then rudely asked me what “why are you saying that it itsnt what you orderd? Are you sure it's not a vodka sauce? Vokda sauce is a creamy pink color.” He countinued to question if I knew what vodka sauce was. If I order vodka sauce or any item I know exactly what I am ordering. ( I do understand that some people that are not familiar with Italian cuisine may not know the difference but I feel that if I am ordering it I do know the difference or if I did not know the difference I would ask before I ordered it. That is just my thought process. Also I was raised on Italian food.) Maybe he left the ned to explain the difference but the tone and how he went about doing so was uncalled for. I was in schock at how ignorant and degrading this manager was talking to a customer about an order that they mixed up. With the same rude and degrading attitude he told me “fine we will have to make you a new pasta and deliver it but when we deliver it you need to give back the other incorrect pasta so that I could make sure it was not the one you ordered.” I am sorry but WHAT?! I am the customer, I am not trying to scam you for a free $15 pasta. At this point I was frustated with this whole situtation. I told him, as a manager customer service should be his number one job and right off the bat as soon as he heard my issue the first thing he should have said was I am sorry for the mix-up what can I do for you. If he were to say that I would have been fine, but instead when I told him that he should have just apologized he told me that he could apologize all day, but what would that do. (It would have kept a customer happy and coming back and this bad review would have not been written.) Then I told him that I have been a loyal customer and I will never order from him again. His exact words were that “I could see you won't order from us again oh well”. I was astounded at how ignorant this man was to a customer that just spent $37 on 2 meals. I understand people make mistakes and maybe the girl that took my order forgot to write in the type of sauce I wanted. It's really not that big of a deal. I would have been okay if you just handled it properly. I will never again eat here. I have many friends and family that live in the area and none of them will ever do business with Marinos again. Such a shame. I will be calling the owner Mike on Monday to let him know about who he has representing...

Catered from here for a small get together and made sure to get some feed back from friends/family on whether or not we would be returning customers. First off, the food quality, it was great. The taste, the flavor, the seasoning was all good. Everyone really liked the penne vodka pasta and the potatoes vesuvio. The chicken limone had a soft texture and was cooked well; my only feedback is the Italian beef was kinda plain, had to put some giardiniera for some extra flavor with that one. Now the quantity is where they lose some points. When I host, I like to make sure my guests are well fed and can go for seconds at least, so I ordered full tray sizes of 1 chicken limone, 1 penne vodka, 1 potatoes vesuvio, and 5lbs of Italian beef. I had 16 people to feed in total and those full trays are said to feed 20-25 people, no way is that true; unless everyone eats one round and small portions, yeah not happening with my friends/family. I’m so happy I ordered the full trays because we only had 3 leftover “breasts”, a handful of potatoes and beef, but a 1/3 pan of penne left (probably the cheapest to make so it was a lot provided for one full tray); and everyone ate at least seconds. The chicken are not full breasts, definitely sliced in half, and I’m pretty sure I paid for more of the beef juice than the actual beef meat. By the way, the pasta comes with “house” bread but the Italian beef does not; I was promised some, but was told no last minute so I had to make a run to the store for some mini rolls. The customer service was okay. I had one really nice guy that took my catering order over the phone, the woman that followed up with me the day before to confirm everything wasn’t so kind, the guy that called to confirm my order was okay not the kindest, and my delivery driver was a little late, which happens, but was kind about it since he called to let me know. Based on the prices, I would consider this a little on the pricey side, since I don’t believe the serving quantities of the trays match what they have listed on their menu; however, when I host, I don’t mind prices because I just want everyone to eat good no matter the cost to me (within reason obviously). So rates on quality, 4.5, quantity, 3, service, 3.5, and pricing, 3.5; bringing an average score of 3.6. Would we order from here again? Yes. The food is too good not to; just gotta pay more, order more and not mind the service too much. Lol. Overall, I essentially paid $323 to feed 16 people comfortably with delivery ($30 charge) (and left a cash tip with the driver, not included in total). It is what it is, you don’t throw a fit, but leave a google review instead. Reminder to tip your service workers...

So, a few months before I dined in I ordered a pizza for delivery and when it arrived it was completely the wrong pizza! I sent it back w the delivery driver.

My family came to visit and we were originally going to white cottage but when we arrive (about 6:30pm - I don't remember which day of the week it was) we then decided to come here. When we first entered my father and uncle wanted to sit near the front door but the manager/owner suggested we not to sit there because it would basically be noisy since it's near the front door. My father told him he didn't mind and still would like to sit near the door the owner again insisted that wasn't a good idea because of the noise. So against my father's will (and trust me, he didn't like that) but went along w it. When we were seated at the back I can tell the manager was being humble and said that he was really sorry but because it's noisy at the front door he wanted to make sure he wouldn't be bothered by it. So, I guess that's okay. After we decided what we wanted we were that they no longer have waitresses to take our orders and would need to walk all the way BACK up near the fring door to place our order and when the food was ready a food carrier would bring the food back to the table. Lol. So now, omg- my poor family, my UNCLES upset because he feels that when you go to a restaurant having waitresses is apart of the entire ambiance and service you'd expect when you dine in ANY restaurant (unless of course it's a buffet style type of place and your choice to choose)

The pizza they ordered was a bit on the soggy side and just ate it because we were already disappointed based on the first few things I mentioned and at this point we just made the best of our time together. After all, at the end of the day - thats all of anything that anything should BE about. Family. We could of grabbed hotdogs and sat at a park and would of been happy. My cousin and I split a chopped salad and even though it was good, the serving size even for just 1 person would not be satisfiable. We each had a soup and the soup was very good. I respect the owners suggestion about not sitting near the front door, I do. But,.. when a customer doesn't want your suggestion, and says it more then once, its really not good business. Thats WHY we choice to eat out, so we could get exactly what we ask for, thats what youre paying for, right? And now, NO WAITRESSES??? OH MY GOD....