MacKenzie River Pizza Co. — Restaurant in Montana

So I’ll start off by saying I’ve eaten at the WF MacPie for over 20 years. All through middle school and high school. My friends were waitresses there and we used to go in 3-4 times a week to hang out and get a cheap bite to eat. I bet I’ve eaten here over 1,000 times.

Over the last 3-4 years it has really gone downhill. From poor service to poor or changed pizza crust to items just being made completely wrong. Today was the final straw.

I’m a creature of habit and get one of two things every single time. A Madison pizza or a Willow Creek sandwich with chips and a side of sour cream. Well today I got a Willow Creek. My wife got a Cobb salad and my kid got a Mac N Cheese pizza. While the food took 30+ mins to come out with 5-6 tables in the place it came out and looked decent.

Here is where it goes bad. I grabbed my first half of sandwich and held it while I talked to my wife. On the bottom side I spotted something dark. I flipped it over and found a HUGE spot of mold. Not surface. Deep in the bread. Almost entirely through the bread. I immediately placed it down and waited for the waitress. When she came over she looked stunned but didn’t say much. About 5 mins later she came back and said they were remaking it and had removed it off our bill. I told her to have it boxed to go as my family would be done eating by the time they made a new one. She obliged.

10 or so minutes later the manager came by and apologized. Claimed they checked the remaining bread in the kitchen and found nothing. They then offered us a card for a whopping 20% off our next meal and a card for free lodgepoles. I would have immediately comped the entire meal. 25-30 minutes after they took away my moldy sandwich they brought out the replacement Willow creek.

My wife opened it to check the sandwich and noticed that there was no meat! The replacement for the moldy sandwich had no meat! Unreal. I took it back to the kitchen and opened the to go box to show the staff. The staff stood there and apologized but acted like they didn’t care and weren’t surprised.

Needless to say after 20+ years eating here I don’t think we will ever come back. The service is below average, the food which used to be outstanding is lacking in flavor, consistency and quality. And the pricing is absurd. $26 for a large pizza is crazy. Especially for 5 ingredients.

Take your...

What was ordered versus what was received.

I used to rave about this place, but I think I'm officially done. Something is always wrong with every single order, no matter the location.

Monday night, through the Mackenzie River app, we ordered Buffalo Mac and a large cobb salad for delivery in Whitefish. This is the mac that showed up. Dry as heck, crusty cold noodles with zero sauce. The salad and its accompanying breadstick were not delivered, though we were still charged. I called the restaurant and was brushed off, being told to contact DoorDash because they "aren't even getting paid" from DoorDash right now. I contacted DoorDash and was told because the order was placed through the Mackenzie app they couldn't do anything and they told me to contact MacKenzie... called MacKenzie again and was told to speak to the manager... and was then put on the phone with the original person I spoke with. Spent another 30 min on the phone, finally just put in a replacement order for the salad myself (the pasta was so off putting no one wanted a replacement of that) that the manager said they would comp - they did not. All in all took us over two hours to get a salad - which was missing the extra breadstick so still wasn't even correct. How embarrassing.

They can blame this on DoorDash all they want but there is zero excuse for calling that inedible mess Buffalo Mac or wasting so much time to still not even get the correct order or a full refund.

Response to business response: As mentioned, you were contacted. I was told I would be refunded and someone would contact me the next day. The refund was not issued and no one contacted me. You can see my order, know what day it was placed, under what name, you are certainly welcome to issue the refund I was told I would get...

So I rarely post a review but I want to start by saying the pizza was great. The thin crust was amazing even though the pepperoni was a little spicier than I expected. It reminded me of Italy(always a good thing). The cheese bread and the salad were very good. So from a food perspective it was amazing.

But the service was horrible. We came in at around 8pm as a party of 4. The young man seating us was super sweet and helpful. And because I read the note they posted at the beginning "to be kind " I was completely prepared to wait and even prepped my teenage boys for it. But what I was not prepared for was for drinks to take 25 to 30 minutes (mind you we ordered them 5 minutes in). And our food was another 30 minutes. And if you ask me if I want the bread and salad to come out ahead of the pizza then they should not come out together. Our waitress never came back to ask for refills on the drinks and I got a to go box from the young host. I had to hand my card to the waitress when without a word, and after having to go find her to ask for it she brought the bill. 2 hours and 15 minutes for pizza is a little long.

Having been in the service industry before easy things like a smile and coming by to check drinks can let good linger out. But when the table that was seated two minutes before us with another waitress had their food before we got our drinks that...