Mancino's Of Marshall — Restaurant in Marshall

We've been ordering from Mancino's literally forever. The food is great and the customer service has always been at the very least courteous and professional. I can't really think of a time where the staff was not able to amicably solve any issues I've ever had, which admittedly have been few and far between. We've always ordered to take out from them but since the pandemic hit and delivery and curbside is now more popular than ever we order mancino's between three and five times a month. To put that in perspective, our order is usually between 25 and $40 so about $130 a month which adds up to just over $1,500 a year if we order consistently, which we do. After today's experience, I am so disappointed, offended and feel disrespected on such a level that I absolutely will never order from the Marshall Mancino's again and although I am loathe to post public negative reviews, at this point since management offered nothing but further rudeness and coldness, it seems this is my only avenue of feeling as though the issue is addressed properly.

About an hour ago, I called Marshall Mancino's and a young lady answered the phone with no greeting. After a few moments of silence she said "hello?" I said "hello! I'd like to put in a to-go order?" And she proceeded to take my order. She had to check to see wheat bread was in stock. It was not, and I told her that was absolutely fine. I requested a side of meatballs and she asked how many. I have never been asked this, so I told her just a regular order. At this point for she became frustrated and explained "There is no ORDER, they are MEATBALLS; you just order how many you want. I told her I would like 6. I worked in the service industry my entire life so if anyone understands frustration with customers and irritation with the industry itself, I do. So I just brushed off her mounting attitude and finished my order. She read it back and I told her everything was great in a cheerful voice and went to hang up. As I hung up I heard her make a loud exhale and exclaim "Jesus!" before the call disconnected. I just sat for a moment not really sure how to react. Admittedly this is highly unprofessional but at the same time we are all humans and we all make mistakes. I thought, I'll just call back and let the manager know and they can say something to her about making sure the phone is hung up before they make any comments about customers or orders. When I called back and requested a manager, the person on the phone responded with "yeah I'm here". I said "oh you're the manager?" She said "yeah." No identification, no "how can I help you?", nothing. So I proceeded to tell her what I had heard and how it was kind of disturbing, especially since it was offensive both in terms of poor manners, poor professionalism and disregard for any potential spiritual beliefs of the person on the other end of the phone. Now, at this point I'm absolutely sure it was not intended that way but I'm thinking this is a good teaching moment for what is obviously a young and inexperienced phone operator. My shock cannot be overstated when I hear "she must have been talking about something else" and then dead silence. I said "I'm pretty sure she wasn't, my order was a little bit complicated, but regardless you really just should make sure the customer cannot hear you if you are going to say something like that after taking someone's order." No "I'm sorry about that", Nothing. After a moment of terse and awkward quiet, I said "could I just please cancel my order? This is really upsetting both what happened and now the response to it and I just want to cancel my order". The response? "Alrighty then sorry about that." in a careless tone and was hung up on. If the owner would like to contact me, please feel free to e-mail me or send a phone number and...

I'll preface this review by saying the staff working when my husband and I dined in tonight we're great! Very friendly and helpful. ZERO complaints there. Unfortunately, that's the only positive thing I can say. There's exactly one paper menu at the counter, the walls are completely bare, the only sound offering any kind of ambiance was the drinks cooler and fountain machine, all of this (including the thermostat seemingly set at 60) only made the atmosphere feel even more cold and uninviting. The food wasn't able to save the outing either. Ordered a single slice for my toddler... pretty sure it was store bought, frozen pizza. I ordered the BLT grinder, complete with soggy bread and white tomatoes. My husband ordered a meat lovers pizza. He took the leftovers home, mostly not to look like a jerk to the kind staff but threw them away before we walked in the house. Needless to say, I don't think we'll...

Unfortunately..... Rollo's is gone. I applaud the effort of this new owner, but unfortunately they should take down the Mancinos sign. This is nothing like any other Mancinos.... Except the Coldwater store... Who are responsible for ruining this one in the first place. My recommendation to the new owners.... Contact the Mancinos franchise, and ask them how you're supposed to do it. OR Take the sign down, rebrand, and roll the dice. It's frustration to come into a Mancinos expecting Mancinos..... You're just not. Here's another option.... Go to Battle Creek and see how it's done first hand. I'm not promoting the Battle Creek store, it's just that they're close, and they do it like EVERY other Mancinos.... Except Cold-water of course. The Battle Creek store owners live here in Marshall..... And at present... It's...