Gino's Pizza & Spaghetti House — Restaurant in Mason

I've been going to Gino's in Mason for years now, and the service and pizzas have been declining for some time. One employee will put you on hold when you call to place an order every single time he answers the phone, no matter the time or day. I've never been placed on hold by any other employees also no matter the time or day. My most recent experience will be my last. The "please hold" employee answered and, as expected, put me on hold for several minutes. He took my order and said it would be ready in approximately 20 minutes, however he didn't start my pizza until I got there some 15 minutes later. The pizza was rushed through the oven and is visibly undercooked. After removing the toppings to investigate, the center dough is still completely raw. I'm not sure of the ingredients, but raw pizza dough is a food safety hazard that can make people sick. Sending undercooked food home with customers is completely...

We used to love this Ginos. We used to call and didn’t even have to tell the lady our order because we ate it so often she already knew our order. It is steadily going down hill. My husband called this evening and was told 20 to 25 minutes after holding for 8 minutes. I got there in 20 minutes and was told by the young man he didn’t have an order under our name. Well the girl that took the order didn’t put it in, (not just our order either I believe there were 3) so I had to wait 15 more minutes. When I returned to get it there was no thank you, no sorry for your wait nothing. This was probably my last trip to this Gino’s. Poor service and the pizza was not good. Oh and it was not that busy either. I think there were customers at 2 tables and counting me there were 3...

Pizza was great. But 5 stars are for excellent customer service. Online order was wrong. When we called to complain the woman who answered the phone owned the error. She did not blame others or the computer or anything else. The remade pizza was excellent. In a age of blaming others good customer service is rare. The Mason, WV team was very refreshing to experience. We are not from Mason, WV and I was unfamiliar with Gino's. We will look for it again up in Columbus, OH because the pizza was great but the customer service was...