Palio's Pizza Cafe Mckinney — Restaurant in McKinney

My family has been to this location many times, but today was such a terrible experience that we will not be back. Ordered two salads that took about 15 minutes to arrive. Another 10 minutes and we received two kids pastas. Then a pizza. Still waiting on cheese bread & a gyro. Kids finished their food. Still waiting on cheese bread & gyro. Went to the counter and asked about the missing items. Was told they were working on them. Gyro finally comes out after both kids meals were finished and pizza was halfway done. Still no cheese bread. Asked about the bread a second time and was told they were working on it. Finally came out at the end of the meal. Was told that they had gotten behind. Did not make a big deal about it at that point, was just ready to get out of there. Had ordered pasta & a salad with chicken to go. When that was ready there was no chicken on the salad. At that point my mother complained about the terrible service with the food and now an incorrect order. The “day shift manager” Zachary was extremely unprofessional, smirking as he told my mom in a smart a$$ tone that he apologizes and that she can keep “griping” at him if she would like. Another employee who ran the cash register and said that she was a manager as well stood by smirking while this was going on. Instead of handling the situation in a professional manner that a manager is expected to do, he handled it as if this happens all the time. Had the excuse that they were busy (had 3 tables with customers while we were there). My daughter asked why he was yelling. I can handle poor service and just not return, but a manager displaying this level of disrespect and unprofessional is another story. I will escalate this as high as I need to in order to have his behavior addressed. I worked in management and know that it is not that difficult to handle a customer complaint about poor service. Take ownership & try to remedy...

Update:

The day after I posted, David from Palio's messaged me, heard my concerns and made things right. He was friendly, apologetic and genuinely interested in my feedback. I think this shows integrity, and they have my business back, and possibly greater loyalty.

Palio's is one of the very few places that makes a decent gluten-free pizza. The baked wings are good as well.

Expect late deliveries, cold pizza, and crappy customer service.

Ordered way ahead of time for delivery at 6pm. Food was a half hour late, luke warm, and they got the order wrong.

I called when the food was late (before I even knew the order was wrong, and it wasn't hot). The "manager" fed me a story about how they are so busy. Yeah, but they didn't even call to say they'd be late. I asked for a coupon, or something as a consolation, and the guy puts me on hold. The real manager picks up, and pretends he just picked-up at random. I ask for the original guy back, and he tries to squirm out of it.

Finally he offers $5 off my next delivery, and says something about having to answer to the owner. I told him to tell the owner he just lost a customer over $5. He says, "great" and hangs up.

If someone who works there would like to make this right, I'd love to hear from you. But the message I got was, "we're busy, stuff happens, and we...

McKinney location. Highschool kids behind the counter chit chatting with highschool customers all while trying to train a new cashier. Waited for 5 minutes while the trainee tried to figure out how to take payment from the one guy in front of me while the trainer flirted with his prom date and every so often looked over to help the trainee. Please do your job... The food was very tastey but the portions were way out of whack. I ordered a Manicotti and a side salad. I got Manicotti and an Entree Salad. The salad was super and the house dressing was great but the serving was far too large. The manicotti on the other hand was good but over baked which made the cheese on top rubbery and a bit crunchy and they held back a bit on the marana which was equally disappointing. Maybe more than a bit. It was hardly covering the pasta. The manicotti was served with cheese bread that had so much oil on the bread it was a bit soggy. I ate it anyway, I like cheesy bread. I just wish there was some extra marana to sop up with the bread. All in all I think they have lost sight of what the customer is all about. One meal, $20 and all I can think of is I could have gone in a different direction to select a dinner outing and had a better experience for the same price. That will be...