Romano's Macaroni Grill — Restaurant in El Cerrito

I generally do not write reviews — especially negative ones — but this experience was so disappointing that I felt compelled to make an exception.

On Wednesday, June 11, 2025, I placed an $82 online order through the Romano’s Macaroni Grill website for three pasta entrées, one side of bruschetta, and one side Caesar salad. The order was scheduled to be ready between 5:25 and 5:30 PM.

At 5:29 PM, I entered the restaurant and went to the pick-up area where I saw three to-go containers on the counter, which I assumed (correctly) were part of my order. No one was present to assist customers, and I stood waiting for nearly 10 minutes before anyone acknowledged me — despite two employees walking by without so much as a greeting or offer to help.

When an employee finally assisted me, it quickly became clear that my order was incomplete: one pasta entrée was missing an ingredient, and both the bruschetta and the salad were missing. The pasta was taken back to the kitchen for correction, and the salad was retrieved.

When I asked about the missing bruschetta, I was told it would take more than five minutes to prepare — despite my having ordered an hour in advance. At this point, already having waited 15 minutes, I declined to wait further and requested a refund for the bruschetta.

I was then informed by the shift manager that corporate would need to process the refund, and that they would send an email. I found this completely unacceptable: I was expected to leave having paid for an item I did not receive, with no immediate refund and only the staff’s word that corporate would handle it?! Appalling! However, the shift manager said his hands were tied so I conceded, but I did ask for written confirmation that the refund request would be submitted, so the manager wrote a note on receipt paper.

By the time I left the restaurant, 20 minutes had passed — for what should have been a simple pick-up order. I left frustrated, inconvenienced, and frankly too irritated to enjoy the meal I had purchased.

By the time I got home, I did receive a refund email from DoorDash — which added to the confusion, as I did not use DoorDash for this order.

It’s unfortunate how one negative experience can cloud your judgment about an entire business — but based on what occurred, it is highly unlikely that I will ever choose to eat at Romano’s Macaroni Grill again. I wasn’t trying to be a “Karen” — I simply expected decent customer service and a properly prepared, complete order. This location needs to improve its service standards to ensure that customers like me do not walk away feeling disappointed and frustrated.

And while the item I did not receive (the bruschetta) was inexpensive, it’s the principle of the matter! No customer should be expected to pay for an item they do not receive and be left to navigate an unclear...

Well, let me tell you, Romano's Macaroni Grill ain't exactly Nonna's kitchen.

Let's start with the good stuff: the location is pretty convenient with plenty of parking, which is always nice. We strolled in at 5 PM on a Sunday, and the place was practically a ghost town.

When we walked in, we were greeted by the hostess, but it was a little odd when she just pointed to some booths in the bar area and told us to go sit in one of those. She followed us with an extra plate for the third person in our party and mentioned that the server would be right with us. Well, it took about 10 minutes of sitting there before our server finally showed up and asked what we wanted for dinner. We decided to start with an appetizer and drinks—three sodas for the table seemed simple enough. But both the sodas and the calamari took their sweet time to arrive. There was only one other table in our section, so what was the holdup?

We were promised bread when we arrived and were told it was on its way, but it never showed up. Once our main courses came, the disappointment really set in. The Pollo Caprese was underwhelming with tomatoes that were barely passable and massive chunks of what was supposed to be mozzarella. At this point, we asked for the bread again, and the server said, "Oh, I didn't think you wanted it, I didn't put the order in." The bread was a non negotiable for us. Yes, always bring bread.

The Italian chopped salad was equally sad, with lettuce that looked and felt lifeless. When our drinks were running low, we had to remind the server for refills, and he looked at us like it was the first time he'd ever heard of such a thing.

For the price, this place ain't worth it. If the service was good but the food was so-so, or if the food was great but the service was lacking, maybe I could overlook it. But when both the service and the food are subpar, forget about it. We won't be...

A Birthday 🎂 Celebration for my cousin Keith by His Sister Ms. Dafna!! My Mother (94 yrs), My Aunt's (95 & 98 yrs) were present representing "The Walker Family"! First Cousin Families were represented as well...also, it was my Birthday 🎂 (74 yrs) as well!! We were well received by Staff of Macaroni...receptionist and Floor Mgr! We waited for Family Members to arrive and The Staff offered drinks from The Bar and ample sitting space as numbers increased!!! We were seated in a nice area free of trafficking, yet; open to the Facilities Art Works and Pictures with associated Histories nice decor of 'Old Italy'...The Atmosphere was warm, laughter, and other Families were Celebrating 'Special' events similiar to 'Ours' without any accessive noise or loudness!!! The Waiter was The Floor Mgr and he patiently received each order and explained every item associated with the order...PATIENCE...there were fourteen females and five males...okay!!! There were orders of "Chicken Alfredo"...Steaks...Salmon...and Marinara Dishes!!! We had unlimited salads, soups, bread, and assorted cheese topings!!! The meals were served hot and they provided attention to details of each order...including extra Asparagus (crisp an crunchy)!!! Wine, Juices, and Water flowed effervescently...bathrooms were neat, no order, and clean!!! Nice in the El Cerrito Shopping Center and easy to get to!!! I am going back and try a couple of other items on the menu and enjoy serenity of the...